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| − | + | = Pre-defined Dispositions= | |
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 [[contact-center-administrator-guide/DispositionsTab|Dispositions Tab]] of this guide. | 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 [[contact-center-administrator-guide/DispositionsTab|Dispositions Tab]] of this guide. | ||
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Many dispositions defined apply to outbound campaigns only, and some of those are used for preview records only. | Many dispositions defined apply to outbound campaigns only, and some of those are used for preview records only. | ||
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All dispositions in the ''Connection Problem'' folder are by default visible to agents. This is essential for [[contact-center-administrator-guide/Outbound-General|preview campaigns]] where call progress is monitored by agents. If you are running a [[contact-center-administrator-guide/Outbound-General|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. | All dispositions in the ''Connection Problem'' folder are by default visible to agents. This is essential for [[contact-center-administrator-guide/Outbound-General|preview campaigns]] where call progress is monitored by agents. If you are running a [[contact-center-administrator-guide/Outbound-General|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. | ||
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'''Note:''' The dispositions that are hidden from the agents are shown in ''italic'', both in the application and in the following list. | '''Note:''' The dispositions that are hidden from the agents are shown in ''italic'', both in the application and in the following list. | ||
| − | == Final folder == | + | == Final folder == |
The meaning of each predefined description is given as follows. | The meaning of each predefined description is given as follows. | ||
| − | === Add to DNC === | + | === Add to DNC === |
The remote party requested that no further calls be made to his numbers. | The remote party requested that no further calls be made to his numbers. | ||
| − | === Answer provided === | + | === Answer provided === |
The customer email was replied to and no follow-up is expected or necessary. This disposition closes the [[agent-guide/UnderstandingEmailCasesandThreads|email case]]. | The customer email was replied to and no follow-up is expected or necessary. This disposition closes the [[agent-guide/UnderstandingEmailCasesandThreads|email case]]. | ||
| − | === Bad record === | + | === Bad record === |
The agent reviewed the calling record and marked it as unusable (e.g., due to insufficient or corrupted data). | The agent reviewed the calling record and marked it as unusable (e.g., due to insufficient or corrupted data). | ||
| − | === Message not sent === | + | === Message not sent === |
The outbound message failed to send. Note that the optional “Provider Code” column in campaign results may display error codes, if provided by the SMS carrier. For more information, see Administration Tutorials, section [[Tutorials-for-admins/Services/OutboundMessagingCampaign/Overview|Outbound Messaging Campaign Configuration]]. | The outbound message failed to send. Note that the optional “Provider Code” column in campaign results may display error codes, if provided by the SMS carrier. For more information, see Administration Tutorials, section [[Tutorials-for-admins/Services/OutboundMessagingCampaign/Overview|Outbound Messaging Campaign Configuration]]. | ||
| − | === Message sent === | + | === Message sent === |
The outbound message was successfully sent. | The outbound message was successfully sent. | ||
| − | === Offer rejected === | + | === Offer rejected === |
The business purpose of the call/chat was not fulfilled, but no follow up is required or expected by the customer. | The business purpose of the call/chat was not fulfilled, but no follow up is required or expected by the customer. | ||
| − | === Problem solved === | + | === Problem solved === |
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 [[agent-guide/UnderstandingEmailCasesandThreads|email case]]. | 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 [[agent-guide/UnderstandingEmailCasesandThreads|email case]]. | ||
| − | === Product sold === | + | === Product sold === |
The business purpose of the call/chat was fulfilled. | The business purpose of the call/chat was fulfilled. | ||
| − | === Record matches DNC === | + | === Record matches DNC === |
The attempted record matches an entry in one the associated record-based [[contact-center-administrator-guide/Outbound-DNC|DNC lists]] (i.e. Do Not Call lists). | The attempted record matches an entry in one the associated record-based [[contact-center-administrator-guide/Outbound-DNC|DNC lists]] (i.e. Do Not Call lists). | ||
| − | === Spam === | + | === Spam === |
The content of the customer email had no connection to any services provided by the contact center. This disposition closes the [[agent-guide/UnderstandingEmailCasesandThreads|email case]]. | The content of the customer email had no connection to any services provided by the contact center. This disposition closes the [[agent-guide/UnderstandingEmailCasesandThreads|email case]]. | ||
| − | == Non-final folder == | + | == Non-final folder == |
=== Dropped while talking === | === 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 [[contact-center-administrator-guide/ChatSettings|customer inactivity]]. | 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 [[contact-center-administrator-guide/ChatSettings|customer inactivity]]. | ||
| − | === Need more information === | + | === Need more information === |
The customer email was replied to and some follow-up is expected. The [[agent-guide/UnderstandingEmailCasesandThreads|email case]] stays open. | The customer email was replied to and some follow-up is expected. The [[agent-guide/UnderstandingEmailCasesandThreads|email case]] stays open. | ||
| − | === Number matches DNC === | + | === Number matches DNC === |
The attempted number matches a number in one of the associated number-based [[contact-center-administrator-guide/Outbound-DNC|DNC lists]]. | The attempted number matches a number in one of the associated number-based [[contact-center-administrator-guide/Outbound-DNC|DNC lists]]. | ||
| − | === Wrong number === | + | === Wrong number === |
The person for whom the call was intended cannot be reached at this number. | The person for whom the call was intended cannot be reached at this number. | ||
| − | === Wrong person === | + | === Wrong person === |
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 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). | ||
| − | == Connection problem folder == | + | == Connection problem folder == |
=== Announcement === | === Announcement === | ||
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 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. | ||
| − | === Answering machine === | + | === Answering machine === |
The call was answered by an answering machine. | The call was answered by an answering machine. | ||
| − | === Busy === | + | === Busy === |
The called number was busy. | The called number was busy. | ||
| − | === Fast busy === | + | === Fast 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 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. | ||
| − | === Fax or modem === | + | === Fax or modem === |
The called line is connected to a fax or modem. | The called line is connected to a fax or modem. | ||
| − | === Invalid number === | + | === Invalid number === |
The call attempt returned a tone indicating that the dialed number was invalid. | The call attempt returned a tone indicating that the dialed number was invalid. | ||
| − | === Network announcement === | + | === Network announcement === |
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 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. | ||
| − | === No answer === | + | === No answer === |
The called party did not answer within [[contact-center-administrator-guide/Outbound-General|the ''No Answer'' timeout]]. | The called party did not answer within [[contact-center-administrator-guide/Outbound-General|the ''No Answer'' timeout]]. | ||
| − | === Other connection issue === | + | === Other connection issue === |
This is the generic disposition reserved for any possible connection problems other than the ones specified above. | This is the generic disposition reserved for any possible connection problems other than the ones specified above. | ||
| − | === Silence === | + | === Silence === |
The call was established but no sound from the remote party could be detected for more than 5 seconds. | The call was established but no sound from the remote party could be detected for more than 5 seconds. | ||
| − | == System folder == | + | == System folder == |
=== Agent failure === | === Agent failure === | ||
The call ended because of an Agent Desktop application failure. | The call ended because of an Agent Desktop application failure. | ||
| − | === Abandoned === | + | === Abandoned === |
The answered call was dropped before call progress analysis could be finished. | The answered call was dropped before call progress analysis could be finished. | ||
| − | === Call failed === | + | === Call failed === |
Call or call attempt terminated externally with an unknown error code. | Call or call attempt terminated externally with an unknown error code. | ||
| − | === Congestion === | + | === Congestion === |
This disposition is reserved for future use. | This disposition is reserved for future use. | ||
| − | === Disposition not found === | + | === Disposition not found === |
Scenario attempted to set the interaction disposition to a value that could not be recognized. | Scenario attempted to set the interaction disposition to a value that could not be recognized. | ||
| − | === Finalized by dial rule === | + | === Finalized by dial rule === |
Processing of this record was finalized by a dial rule. | Processing of this record was finalized by a dial rule. | ||
| − | === No agent === | + | === No agent === |
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 call was dropped after being answered by the called party because it could not be connected to an agent in a timely manner. | ||
| − | === No disposition === | + | === No disposition === |
The agent who handled this interaction did not select any disposition for it. | The agent who handled this interaction did not select any disposition for it. | ||
| − | === No numbers left to call === | + | === 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. | 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. | ||
| − | === Phone network unavailable === | + | === Phone network unavailable === |
The call could not be made because the public telephone network was not available. | The call could not be made because the public telephone network was not available. | ||
| − | === Record expired === | + | === Record expired === |
The calling record has expired. See section [[contact-center-administrator-guide/Lists|Lists]] for more information about the uses of record expiration mechanism and the related settings. | The calling record has expired. See section [[contact-center-administrator-guide/Lists|Lists]] for more information about the uses of record expiration mechanism and the related settings. | ||
| − | === Skipped === | + | === Skipped === |
The agent accepted the preview record and then skipped it (i.e., discarded the record without dialing). | The agent accepted the preview record and then skipped it (i.e., discarded the record without dialing). | ||
| − | === System failure === | + | === System failure === |
The call ended because of a system failure. | The call ended because of a system failure. | ||
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Latest revision as of 04:12, 29 May 2024
Pre-defined Dispositions
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.
Final folder
The meaning of each predefined description is given as follows.
Add to DNC
The remote party requested that no further calls be made to his numbers.
Answer provided
The customer email was replied to and no follow-up is expected or necessary. This disposition closes the email case.
Bad record
The agent reviewed the calling record and marked it as unusable (e.g., due to insufficient or corrupted data).
Message not sent
The outbound message failed to send. Note that the optional “Provider Code” column in campaign results may display error codes, if provided by the SMS carrier. For more information, see Administration Tutorials, section Outbound Messaging Campaign Configuration.
Message sent
The outbound message was successfully sent.
Offer rejected
The business purpose of the call/chat was not fulfilled, but no follow up is required or expected by the customer.
Problem solved
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.
Product sold
The business purpose of the call/chat was fulfilled.
Record matches DNC
The attempted record matches an entry in one the associated record-based DNC lists (i.e. Do Not Call lists).
Spam
The content of the customer email had no connection to any services provided by the contact center. This disposition closes the email case.
Non-final folder
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.
Number matches DNC
The attempted number matches a number in one of the associated number-based DNC lists.
Wrong number
The person for whom the call was intended cannot be reached at this number.
Wrong person
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).
Connection problem folder
Announcement
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.
Answering machine
The call was answered by an answering machine.
Busy
The called number was busy.
Fast 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.
Fax or modem
The called line is connected to a fax or modem.
Invalid number
The call attempt returned a tone indicating that the dialed number was invalid.
Network announcement
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.
No answer
The called party did not answer within the No Answer timeout.
Other connection issue
This is the generic disposition reserved for any possible connection problems other than the ones specified above.
Silence
The call was established but no sound from the remote party could be detected for more than 5 seconds.
System folder
Agent failure
The call ended because of an Agent Desktop application failure.
Abandoned
The answered call was dropped before call progress analysis could be finished.
Call failed
Call or call attempt terminated externally with an unknown error code.
Congestion
This disposition is reserved for future use.
Disposition not found
Scenario attempted to set the interaction disposition to a value that could not be recognized.
Finalized by dial rule
Processing of this record was finalized by a dial rule.
No agent
The call was dropped after being answered by the called party because it could not be connected to an agent in a timely manner.
No disposition
The agent who handled this interaction did not select any disposition for it.
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.
The call could not be made because the public telephone network was not available.
Record expired
The calling record has expired. See section Lists for more information about the uses of record expiration mechanism and the related settings.
Skipped
The agent accepted the preview record and then skipped it (i.e., discarded the record without dialing).
System failure
The call ended because of a system failure.