- Contact Center Administrator Guide Introduction
- AudienceGeneral Information
- Login Procedure
- User Interface Overview
- Application SettingsContact Center Configuration Process
- Initial General Configuration
- Inbound Voice Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Chat Service Configuration
- Web Chat ConfigurationUsers and Teams
- Forwarding and Voicemail Operation
- Agent Dashboard Metrics
- Skill Levels
- Help ScreensDirectory
- Access Numbers
- Dial-out Entries
- Static Entries
- Special NumbersScenario Entries
- Scenario Entries Overview
- Web Callback
- Scenarios Overview
- Chat Workflows
- Workflow Entries
- VariablesServices and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- 1.1 Final folder
- 1.2 Non-final folder
- 1.3 Connection problem folder
- 1.4 System folder
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - DiagnosticsLists
- Do Not Call ListsTasks
- Scheduled and In-Progress Tasks
- Task LogCase & Contact Management
- General Settings
- Client Partitions
- Case Categories
- Custom Fields
- Import & ExportForms
- AugmentationCall Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Language Skills
- Audio Treatments
- Shared Voice Segments
- Omni-Channel Routing
- Chat Settings
- Email SettingsQuality Management
- Grading Categories
- Call Recording and Monitoring
- Screen Recording
- Encryption SettingsReporting
- Report Templates
- Reporting Settings
- WFM ReportsCustom
- Custom Reporting Fields
- Custom Survey FieldsSecurity
- Security Policy
- System Access Restrictions
- Text Masking
- Encryption Key Management
- Audit LogAppendices
- Agent Desktop Helper Application
- System Requirements
- Countries, Calling Codes, and Time Zones
- Setting Up Private S3 Storage
This section provides descriptions of the predefined dispositions that are created by default whenever you define a new service. For general information about dispositions, their purpose, and configuration, see section Dispositions Tab of this guide.
Many dispositions defined apply to outbound campaigns only, and some of those are used for preview records only.
All dispositions in the Connection Problem folder are by default visible to agents. This is essential for preview campaigns where call progress is monitored by agents. If you are running a predictive or progressive campaign where the call progress analysis is performed by the system, you may consider hiding some of these dispositions. If you do so, it is recommended that you leave dispositions Answering machine and Silence visible to the agents.
Note: The dispositions that are hidden from the agents are shown in italic, both in the application and in the following list.
The meaning of each predefined description is given as follows.
The business purpose of the call/chat was fulfilled.
The business purpose of the call/chat was not fulfilled, but no follow up is required or expected by the customer.
Add to DNC
The remote party requested that no further calls be made to his numbers.
Record matches DNC
The attempted record matches an entry in one the associated record-based DNC lists (i.e. Do Not Call lists).
The agent reviewed the calling record and marked it as unusable (e.g., due to insufficient or corrupted data).
The customer email confirmed successful resolution of the original matter (e.g., a thank you note) and was closed without reply. This disposition closes the email case.
The customer email was replied to and no follow-up is expected or necessary. This disposition closes the email case.
The content of the customer email had no connection to any services provided by the contact center. This disposition closes the email case.
Number matches DNC
The attempted number matches a number in one of the associated number-based DNC lists.
The person who answered the call was not the person for whom the call was intended (but the latter may be reached at the same number later).
The person for whom the call was intended cannot be reached at this number.
Dropped while talking
The call was dropped (accidentally disconnected) while the conversation was in progress. This disposition can also be used for chats that were ended due to customer inactivity.
Need more information
The customer email was replied to and some follow-up is expected. The email case stays open.
Connection problem folder
The called number was busy.
The call attempt returned the fast busy signal (reorder tone) indicating that the call cannot be established due to network congestion. Note that sometimes network operators also use Fast Busy to indicate invalid and/or disconnected numbers.
The called party did not answer within the No Answer timeout.
Fax or modem
The called line is connected to a fax or modem.
The connected call attempt returned speech that was not live voice or an answering machine greeting. For example, this announcement can be an interactive voice response (IVR) announcement indicating that a company office was closed or an IVR menu asking to press a digit for the desired department.
The call attempt returned speech before connecting the call, such as a network message indicating, for example, that the call could not be established at this time.
The call was answered by an answering machine.
The call was established but no sound from the remote party could be detected for more than 5 seconds.
The call attempt returned a tone indicating that the dialed number was invalid.
Other connection issue
This is the generic disposition reserved for any possible connection problems other than the ones specified above.
The answered call was dropped before call progress analysis could be finished.
This disposition is reserved for future use.
The call was dropped after being answered by the called party because it could not be connected to an agent in a timely manner.
The agent who handled this interaction did not select any disposition for it.
The call ended because of a system failure.
The call ended because of an Agent Desktop application failure.
The call could not be made because the public telephone network was not available.
Finalized by dial rule
Processing of this record was finalized by a dial rule.
No numbers left to call
The maximum number of calling attempts has been reached for all numbers of this calling record and there are no more attempts for this record to be made. Note that this disposition is used only when the record contains multiple phone numbers and they are tried during the campaign. When list records contain only one phone number (or only one is used during the given campaign), the final disposition of the record that reached maximum attempts corresponds to the disposition of the last call attempt.
Disposition not found
Scenario attempted to set the interaction disposition to a value that could not be recognized.
The agent accepted the preview record and then skipped it (i.e., discarded the record without dialing).
The calling record has expired. See section Lists for more information about the uses of record expiration mechanism and the related settings.
Call or call attempt terminated externally with an unknown error code.