What are Dispositions?
In contact centers, dispositions are labels or tags assigned by either agents or the system to their completed customer interactions. Disposition tags help categorize call outcomes and help contact centers track call outcomes in their metrics.
Purposes of Dispositions
There are several reasons to use dispositions:
Provide information on the outcome of an interaction
Trigger other actions such as a callback, Do Not Call list, etc.
Enable categorizing and tracking metrics for customer issues
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