How to create dispositions?

With this guide you will learn how to create dispositions for users to use when ending interactions.

What is a disposition?

Dispositions allow you to classify the results of interactions with your customers. You can create as many levels and combinations as you need to adapt it to your business logic. Dispositions can be used for:

• Result classification: Users can indicate the result of each interaction when ending it.
• Data analysis: You can obtain accurate information about your customers' queries and management results.

Types of dispositions

In uContact there are two types of dispositions:

• Global: Available for all campaigns in the system. They are created from the Dispositions section in the Campaigns area of the Administrator menu.
• Campaign-specific: Associated exclusively with a particular campaign. They are created from the Dispositions section within each campaign's configuration.

How to create a disposition manually?

Below we show you how to create a disposition manually. Let's get started!

1. First you need to access the Campaigns section within the Administration Menu and click on Dispositions.

2. Once here, click on the + icon located to the left of the level name where you want to add the new disposition.

3. The configuration form will open where you must complete the new level's information.

• Enable: Determines if the disposition will be enabled and visible to users.
• Name: Name that identifies the disposition, for example: Sale completed or Customer not contacted.
• Text code: Optional field for integrations with external systems. For example: sales-success, 64836.
• Actions: Allows configuring automatic actions when selecting the disposition level:
  • Reschedule: Re-schedules a call to contact the customer again at a specific date and time. This date is customizable from the Inbox.
  • Respool: Adds the customer back to the Outbound Hub list according to the configured attempts.
  • Respool alternative: Similar to Respool, but uses an alternative phone number of the customer if one exists.
  • Blacklist: Adds the customer to the Blacklist so they will not be contacted again.
• Allow as last disposition: If enabled, the user can save the disposition using this level, without completing sub-levels.
• Mandatory comment: If enabled, the user must enter a comment in the disposition to save.
• Voicemail: If enabled, interactions disposed with this level will be considered for AMD calculation.

Important

Automatic actions (Reschedule, Respool, Respool Alternative) only apply to Outbound Telephony Hubs, the Blacklist action is available for all channels except WebChat.

• Available channels: Select which channels this disposition level applies to. By default, all channels are enabled. You can enable or disable a channel simply by clicking on it.

4. Finally, click Save to create the disposition level.

Create disposition sub-levels

Once you have created the first level, you can create sub-levels (branches) by clicking on the + icon of the level you just created. This allows you to organize dispositions hierarchically.

Structure example:

Sales
  ├── Product A
  │   ├── Sold
  │   └── Not interested
  └── Product B
      ├── Sold
      └── Not interested

How to create campaign-specific dispositions?

To create campaign-specific dispositions, the procedure is the same as for creating global dispositions, except you must do it from within the campaign configuration. Access the desired campaign, then go to the Dispositions section within the campaign configuration and follow the same steps described above.

How to create dispositions in bulk?

If you need to create multiple dispositions, you can import a file to do it faster. Let's show you how to do it!

Limitation

Bulk import only creates the basic structure (names and levels). To configure advanced options like automatic actions or mandatory comments, you must edit each disposition individually after import.

1. First you need to access the Campaigns section within the Administration Menu and then click on Dispositions.

2. Once here, you need to click on the import button, located in the upper right corner.

3. The data import tool will open where we will perform the process.

How to build the file?

The file must meet the following conditions:

• Accepted formats: XLSX, ODS, CSV or TXT.
• Maximum size: 50 MB.
• Structure: Each row represents a complete disposition (from level 1 to the last level).
• Separator: Levels are separated by columns.

File example

Level 1	Level 2	Level 3
Sales	Product A	Sold
Sales	Product A	Not interested
Sales	Product B	Sold
Support	Technical inquiry	Resolved
Support	Technical inquiry	Escalated
Support	Complaint	Resolved

4. Once you have your file ready, you need to drag it or select it from the import tool. Then, click Finish.

5. The disposition file will be processed and the corresponding levels will be created. If any error is detected in the file, it will not be processed and the error will be indicated through a notification.

Frequently asked questions

Can I have global and specific dispositions in the same campaign?

Yes, users will see both global dispositions and those specific to the campaign where they are working.

What happens if I disable a disposition?

The disposition will no longer be visible to users, but interactions that were already disposed with it will keep their historical record.

How many disposition levels can I create?

There is no specific limit on levels. You can create as many sub-levels as you need for your business structure.