Posted on by Robert

Using Dispositions to Further Elevate the Effectiveness of Your Call Center ACD

Dispositions in the contact center ACD can accomplish two things:

  1. They can describe the reason that the call ended, like Renewed Internet Service or Cancelled Landline.
  2. They signify to the system itself that the agent has completed their work on the call and is ready to accept a new call.
In the case of the first reason, it is important for the administrators of the center to configure and customize their dispositions to meet the needs of their particular campaigns. The Q-Suite has some standard out-of-the-box dispositions, but these serve mainly as examples. For instance, the disposition No Answer could definitely be used, but it is entirely possible that a certain campaign may have different types and classifications for non-answered calls, and therefore new dispositions should be created and based off of the parameters of the No Answer.

Call reporting is a crucial aspect of any contact center. Taking advantage of the ability to create and customize the reasons as to why your agents have ended their calls is paramount to generating accurate reports for internal use and can help supervisors and managers track the performance of their teams.

The second reason mainly refers to the backend of the multi-tenant ACD. Without getting too much into the gritty details, when agents disposition their calls, the system registers the events and processes the necessary operations in order to get the agents back into a state where they may receive the next call.

The bottom line is that using well-named and well-configured dispositions can aid in the efficiency of your center.