Adding Dispositions to an Omnichannel Campaign

The content in this article is appropriate for: Supervisors and Administrators

Configuring the SingleComm Messaging Client is simple. This article will outline Step 4: Adding and Using Custom Dispositions 

*This article assumes that the previous steps have already occurred

This article covers:

• What are Dispositions?
• Standard Dispositions
• Custom Dispositions
  
  • How to Create
  • How to Edit/Arrange
• Viewing Dispositions in SC Analytics

1. What are Dispositions?

The disposition is the outcome of the agent/customer conversation. Like in a voice campaign, it is recorded by the agent at the end of the exchange.

Omnichannel conversations can be dispositioned by clicking either of the 2 available Disposition buttons in the agent chat window.

2. Standard Dispositions

By default, any Omnichannel messaging campaign will be created with three dispositions for the agent to choose from:

• Sale
• Abandon
  *This is the displayed value of a conversation that is auto-dispositioned. After 20 minutes of no activity, a disposition of "Abandon" will be assigned to the conversation and the session will be ended.
• Test

3. Custom Dispositions

In addition to the three default dispositions, campaign creators also have the ability to add their own dispositions.

How to Create:

From Omnichannel Setup:

• Click the title of the campaign you wish to add custom dispositions to
• Click the Dispositions tab
  
  
• Click Add Disposition
  
  • Disposition options will expand:
    
    
    • Label: This is what will be displayed to the agent in the Dispositions dropdown
    • Code: This is what will be shown in SC Analytics reporting (characters in the Code field will be in ALL CAPS)
  • Once the Label and Code have been filled in, click Save Disposition and it will be added to the list of All Dispositions beneath the default options.

From this page you can:

• Create additional custom dispositions by clicking Add Disposition
  
• Adjust Visibility to show All/ Active/ Inactive dispositions
  
  
• Search for a disposition by typing in any part of its Label or Code
  • Begin by entering a disposition label and the list will narrow as you type
    
• Edit/ arrange existing dispositions

How to Edit/Arrange:

On any existing disposition (standard or custom):

• Click to edit the Label/Code
• Clickand drag the disposition up/down to change the order in which it will appear to the agent
• Clickto change the status from Active to Inactive
  • Inactive dispositions are indicated by a blue icon
• Clickto delete the disposition

4. Viewing Dispositions in SC Analytics

Omnichannel session data can be viewed on the SC Analytics platform, using the same dimensions* that would be used for a traditional call campaign.

*One exception to this is the Disposition Category dimension. At this time, Omnichannel campaigns only utilize single dispositions that are not categorized or grouped.

More information on creating reports can be found here:
Exploring Data in SC Analytics
Viewing Omnichannel Session Data in SC Analytics

To view the next step in the process, Configuring Channels, click here.