SUP 3.1 Review dispositions

• Open Supervisor > Call Disposition.
• Review the columns:

Column	Contents
Name	The disposition as the agent sees it.
Description	What it means, and when to use it. May be empty.
Type	Its classification. Every disposition on the reviewed tenant showed Custom.
Queues	The queues it is offered on. A disposition can be assigned to several queues, and they are listed one per line, so one outcome can serve your whole contact centre.
Integration	None, or the connected system and its authentication method, shown as two lines, for example Salesforce above OAuth.
Action	Row controls.

1. Use a row control only on the disposition you intend.

Keep the list short. A disposition list an agent has to scroll gets the first plausible entry selected every time, and your reporting degrades quietly. Ten well-described outcomes beat forty precise ones.

Fill in the Description even though the product lets you leave it blank. Two of the five dispositions on the reviewed tenant had no description at all, and one of the remaining three read only test. A disposition list in that state is a set of unlabelled buttons, and the reporting built on it means nothing.

Figure key, Call Dispositions

1. Breadcrumb.
2. Left navigation, with Call Disposition selected.
3. Search Dispositions field.
4. Create Disposition button.
5. Name column.
6. Description column.
7. Type column.
8. Queues column.
9. Integration column.
10. Action column.