Table of Contents

How to set up dispositions

Thandi Lebeta Updated by Thandi Lebeta

Introduction

Dispositions are the outcomes assigned to the 'Lead' at the conclusion of each call. Once the 'Recruitment' and 'Sales Force Meeting' campaigns are established, the dispositions must be defined so that agents can select the outcomes at the end of every call. These outcomes are derived from the dispositions configured in the campaigns.

Responsible Team

  • ICT/TaskFlow
  • Contact Centre Manager
  • Contact Centre Team Leader

Navigate to your TaskFlow dashboard and click on this application: Voice

Navigate as follows to get to the correct screen:

TaskFlow/Voice

Once the Contact Centre manager or team Leader clicks 'Voice' she will be logged into the system and lands on a screen that looks like this:

Process

To set up 'Disposition':

  1. Click [Configuration] menu item.
  2. Click [Dispositions] on the dropdown.
  3. Click [Create], and you will see the screen below:
  4. Enter the disposition name on 'Name'.
  5. On 'Direction' dropdown, select [Both].
  6. On 'Model' dropdown, select [Lead/Opportunity].
  7. On the 'Next action' dropdown:
    1. Select [Mark as complete] for the disposition and on 'Action' dropdown, select any 'action' on the disposition.
      1. Click [Save].
    2. Select [Call schedule] for the disposition and on 'Action' dropdown, select any 'action' on the disposition and you will see the screen as shown below:
      1. 'Reschedules'
        1. On 'Schedule Type' dropdown, select the time you want to schedule the call.
        2. Tick the 'Assign Agent' check box.
        3. Click [Save].
    3. Select [Do not call] for the disposition and on 'Action' dropdown, select any 'action' on the disposition.
      1. Click [Save].
  8. The list of set dispositions will appear under 'Dispositions' as shown in the diagram below:
  9. To log out, go to your profile on the far top right.
  10. On the dropdown, click [Log out].
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