Use this section to briefly introduce the guide. Include any relevant software, hardware, or OS requirements as needed.

Table Of Contents

Accessing Dispositions

LOGIN

• Log in to the contactportal.app

Creating a Disposition

1. Navigate to Settings > Dispositions

2. Click on + Add Disposition.

   

Enter Disposition Details

1. Name: Provide a short, descriptive name for the disposition (e.g., "Sales Outcomes").

2. Prompt: Enter the text to display when prompting users (e.g., "Select the call outcome").

3. Tool-tip: Provide a brief explanation for users (e.g., "Choose the result that best matches this call").

   

4. Call Direction: Select from:

   • All Calls: Applies to both incoming and outgoing calls without any restrictions.

   • Incoming: Targets calls coming into the system.

   • Outgoing: Applies only to calls initiated from the system to external destinations.

     

5. Call Type

   • Refine the scope (available options vary by Call Direction):

     

     DID Calls

     • Focuses on calls routed to specific DID numbers (e.g., departmental or campaign-specific numbers). (Incoming only)

       

     Queue Calls

     • Targets calls routed through selected queues, ideal for tracking team or queue-specific performance. (Incoming only)

       

     User

     • Applies to calls answered by specific users

       

     User Groups

     • Filters calls handled by members of specified user groups.

       

6. Enabled: Toggle ON to activate the disposition for users.

Defining Disposition Values

• Navigate to the Values tab while creating or editing a disposition.

1. Add the specific results users can select (e.g., "Resolved," "Escalated," "Follow-Up")
2. Delete value