Dispositions

It contains two sub-tabs - Disposition Class and Disposition Plan.

Disposition Class

This tab is used to define disposition codes and classes for the calls. Disposition class is a set or logical grouping of disposition codes. Disposition code is the reason of call disconnection which agent selects while disposing any call.

Voice-Admin can perform the following steps here.

1. The Voice-Admin can add "Disposition Class" by clicking "Add" button. "User Defined" type will appear for the Voice-Admin created disposition classes.
2. The Voice-Admin can also add "Disposition Code" by clicking "Add New Code" option for a disposition class.

Disposition Plan

This tab is used to create disposition plan and assign the disposition codes in that plan. From here, Voice-Admin can select the disposition codes which needs to be assigned in created disposition plan.

Figure: Disposition Plans

Perform the following steps.

1. To add a new Disposition Plan, click "Add" and provide a name in the text field and click "Add New Code" to add the code.

   

   Figure: Adding New Disposition Plan

   "User Defined" will be the type for custom disposition plans added by the Voice-Admin.
2. To change the code for an existing disposition plan, select it and click "Code Assignment option". It shows the following box for both adding and modifying the code assignments.

   

   Figure: Add or Modify Code Assignments for any Disposition Plan

3. Select the checkboxes of different disposition codes which has to be assigned in that disposition plan. Uncheck those which you do not want to assign in the selected disposition plan.
4. Click "Apply" to save the changes. Rather, you can click the "Refresh" button to discard the changes.

Multi-Level Disposition

Ameyo offered the multi-level disposition selection for the user. Multi-Level means that the user can select the sub disposition directly. There is no need to select the main disposition from the disposition menu.
Following are the two levels of the dispositions selection available in Ameyo.

1. One Level Disposition: It means that the user can select the disposition in the simple way, that is, the selection of the disposition is in the simple way and all the nested dispositions come in a single hierarchy(one after another). In this feature, the user can select only the main disposition but not the sub disposition.



Figure: One Level Disposition

2. Two Level Disposition: It means that the user can select the disposition in a broad way, that is, the selection of the disposition is in the multi-hierarchic way. In this feature, all the nested dispositions come one after another. In this hierarchy, all the nested dispositions are visible under their main disposition code. The user can select the sub disposition according to the use.



Figure: Two level Disposition Selection

Enable Two-level Disposition

Perform the following steps to enable the two-level disposition.

1. Execute the following query to login to the database.

   psql -U postgres ameyodb

2. Execute the following query to enable the two-level disposition.

   INSERT INTO server_preference_store (context_type,context_id,key,value) VALUES ('campaign','<campaign_id>','twoLevelDispositionEnabled','true');



Figure: Enable two-level disposition

3. Execute the following query to exit from the database.

   \q

For the definitions of Dispositions and the Call Types, click here.