Dispositions (Includes Dispo Tags)

Dispositions report the outcome of a call. They are required on every script and allow for easier reporting.

1. Disposition Overview
2. Disposition Creation
   • Individual Dispositions
   • Disposition Groups
3. Disposition Assignment
   • Auto Dispositioning
   • Disposition Group Assignment
   • Individual Disposition Assignment
   • Disposition Ordering
4. Disposition Tagging
   • Viewing Dispo Tag Data in SC Analytics

1. Disposition Overview

To access existing dispositions:

• Click Scripts in the left-hand navigation bar
  
  
  
• Click the Dispositions tab
  
  
  
  • All current individual dispositions will be displayed here (defaults to 10 per page, based on your settings)
    

From this page you can:

• Search existing dispositions by typing in any part of the Code or Label
  
• Sort any column in ascending/descending order by clicking the arrow
  
• Change page Settings
  
  
  • Set Page Size to 10/25/50/100 entries per page
  • Export selection or entire list as CSV or PDF
    
    
• Select/Edit Columns to be displayed
  
  *defaults to Select All
  
  
• Edit a disposition
  
  
  • You can modify the Code and/or Label
    
    
    
• Delete a disposition
  
  

2. Disposition Creation

Dispositions are created and maintained separately from scripts. This allows for the same dispositions to be used on multiple scripts regardless of campaign or program.

Individual Dispositions:

To create a new* disposition:
*As mentioned, dispositions can be assigned to multiple scripts. You do not need to create new dispositions for every script. For info on assigning an existing dispo to a script, skip to section 3 of this article.

 Always search for a disposition before creating a new one!
Get in the habit of double checking the existing dispo list before creating a new entry. Duplicates can cause confusion and become difficult to manage.

• Click New Disposition
  
  
  
• Type in a Code (displayed in reports) and Label (displayed to the agent)
  
  
  • Click Create to add the disposition or Cancel to exit without saving

Disposition Groups:

SC Worfkflow also supports disposition groups, which make managing large amounts of dispositions easier.
Dispo groups are like folders that hold multiple dispositions. Not all individual dispositions need to be part of a group.

To create a new group:

• Click the Disposition Groups tab
  
  *This tab also supports the same page functions listed above in section 1.
  
  
• Click New Disposition Group
  
  
  
• Type in a Label (group name) and Description (type of individual dispositions contained within)
  
  
  
  • Click the Dispositions text box to display a list of current dispositions
    
    
    
  • Scroll through the list or type a disposition label in the text box to narrow the choices
  • Click to add the selected dispo to the group
    
    
    
  • Repeat until all desired dispositions are added
    
    
    
  • Click Create to add the disposition or Cancel to exit without saving

3. Disposition Assignment

For more information about the Disposition Slide setup within a script build, see the tutorial for the Disposition Slide, found on the Video Tutorial page.

Because dispositions are created independently from the scripts that contain them, they must be added in a separate step - outside the script build graph.

On an existing script:

• Click Edit
  
  
  
• Click Step 2 Dispositions tab
  
  
  

Auto Dispositioning:

Auto Dispositioning checkbox defaults to unchecked or disabled. When auto dispositioning is enabled, the agent will not be presented with the disposition slide at the end of the call. Which means they will not be able to manually select the disposition of the call. 

Auto Dispositioning means the script would not have any dispositions associated with the script data. The dispositions would be one solely in the ACD. So if you have multiple dipsos (or even just one) set up, the scripter would ignore those dispositions and there would NOT be a disposition button on the slides and the Finish button would appear on the last slide of the script.
If using the Singlecomm ACD, the dispositions would be added to the wrapper script.

To enable this, click the checkbox

*If auto dispositioning is enabled, there is no need to assign individual dispositions or groups.

Disposition Group Assignment:

• Scroll down and select the disposition group(s) you wish to assign
  
  *selected groups will appear highlighted
  
  
• Click the > arrow to move the selected groups from Available to Selected
  
  

If groups exist on different pages, they can be added in batches or at one time. They will remain highlighted if you navigate to the next/previous page.

• Once the groups have been added, scroll down to the next section to apply Conditions*.
  *This step is optional. All individual and group disposition assignments will default to Always. More information on conditions can be found here.

*Conditions default to Always

• Use the Never Logic option to set all conditions for the dispositions contained in the group to Never.
  • Click Apply Never Logic to Dispositions
    
    
    • All dispositions contained within will be set to Condition= Never
      

 Why set a whole group to Never? Why not just leave it out?
There may be instances where disposition groups will be requested for use in the future. For example: A script being built that allows for only credit card payments but will eventually allow for debit card ordering as well. If a disposition group is created for that specific instance (Sale-Debit, Payment Declined- Debit, etc), it can be added during the script building process and set to Never. Then, once that option is offered, if ever, it can be re-enabled with a few clicks.

Individual Disposition Assignment:

• Scroll down and select the single disposition(s) you wish to assign
• Individual dispositions are selected using the same actions as assigning a group (see above)
  
  You can assign groups only, individual dispositions only, or a combination of both. If you have already assigned a disposition group, double-check to make sure that any individual dispositions you add are not already in place as part of a group.

• Selected dispositions will appear in the section below where you can assign conditions [defaults to Always]
  
  
• Click Update to save 
  

Disposition Ordering:

Dispositions will appear in the order in which they were added, with one exception.

• When the agent views the Dispo Slide and the disposition dropdown, Individual Dispositions are displayed in order BEFORE Disposition Groups.
• Dispositions within the Dispo Groups are displayed in the order in which they were added when that Group was created.

4. Disposition Tagging

During the script-building process, individual dispositions can also be associated with one of the following tags:

• Sellable
• Non-Sellable
• Saved

Tags are searchable and reportable in SC Analytics.

To assign disposition tags on an existing script with dispositions:

• Click Step 3 Tags tab
  
  
  

The first disposition will be listed, along with the 3 disposition tag options

• Assign a tag by clicking/highlighting it in the Available column and clicking the > to move it to the Selected column, or double click to move it from one side to the other.
  • Only ONE tag can be assigned to each disposition
• If more than one disposition is assigned to the script, click the Disposition dropdown and click the next disposition to which you would like to assign a tag, then repeat the above process.
• Click Update to save 
  

Viewing Dispo Tag Data in SC Analytics:

Tag data can be viewed in SC Analytics and added to reports.
For more information on SC Analytics, check out the tutorials in our SC Analytics Help Center by clicking here.

• Access the Calls explore in the Coral [Clientname] Model
  
  
  
• Expand the section titled Call Session Disposition Tag Logs
  
  
  
  • The dimension Tag Name and the Measure Tag Name Count are the 2 items directly related to disposition tags.

 
Remember, the Tag Name dimension can be sorted, OR you can add it as a filter:

OR create a Pivot table: