Disposition

Dispositions are used to record the outcome of a call against a lead and control how a lead is processed after the call.

Noojee Campaigner includes a standard set of disposition codes, however you may add/delete/change the set of disposition codes to suit your requirements.

Once a disposition code has been used in a Campaign it may not be deleted however it may be disabled which will stop Agents from selecting it.

Refer to the Dispositions Types section of the User Manual for a complete list of the default types.

Fields

Show Agent

If checked then this disposition will be displayed to Agents in the Contact Hub.

Reporting Category

The Reporting Category allows you to Categorise Dispositions (essentially grouping them) so that you can report on agent efficiency via the Outbound Agent Category report.

You can associate one or more Dispositions with a Reporting Category and a Disposition can belong to multiple Reporting Categories. 

You can create new Reporting Categories here.

Wrap Time

The amount of time the agent has after the call hangs up to complete data entry.

A value of -1 will result in the disposition using the Campaign Templates default Wrap Time.

Default Callback Interval

The amount of time that must elapse before the lead is called again after being assigned this Disposition.

Priority

Controls the priority on this lead. Lead priority is important when the dialer choose which lead to dial next. Often the dialer will find that it has large no.s of leads that are ready to call. In this case the priority is used to help determine which lead to call. Leads with a lower priority value (e.g. 1) will be called before leads with a higher priority value (e.g. 10).

Be careful when changing disposition priorities. You should look at all of the dispositions as a whole when considering a priority change.

Type:

Controls how the lead is counted/processed when dispositioned.

Font Colour

Controls what colour the Disposition Name is rendered with when displaying this disposition in either the Call Editor or the Disposition select list that is presented to Agents in Contact Hub.

Built in

If checked then this is a 'built in' disposition that ships with the system and may not be changed.