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

Managing Dispositions

Edit an Existing Disposition

• Select a disposition from the list and update its settings or values.

  

1. Edit Details, Enable, or Disable Dispositions

• To edit disposition details, click Edit.
• To enable or disable a disposition, check or uncheck the box located at the lower left-hand corner of the screen.
  • Disabled dispositions are hidden from agents but still appear in historical reporting.

2. Edit Disposition Values

• Add new values, rearrange existing ones using drag-and-drop, or sort the list alphabetically for streamlined agent selection.
• You can also apply or update the default disposition value, which will be automatically selected if the agent does not choose one manually.

3. Copy URL

You can copy one of three available disposition-related URLs, depending on your use case:

• Callflows URL: Used for integrations where you want to trigger a disposition from a specific callflow or application.
• Presence URL: Includes the Presence ID, making it ideal for use with external devices like hardware phones that need to associate the disposition with the user’s presence state.
• UserID URL: Similar to the above but includes the UserID. This version is useful for scenarios where the system needs to track dispositions per individual user, such as custom CRM logging or third-party app integrations.

Step 5: Reviewing and Reporting