Disposition notes, code, and lists

Disposition codes and notes are tools that allow contact center agents to document the final outcome of a customer interaction. The codes are used to classify and label inbound and outbound sessions, while the notes provide additional context about the session outcome—for example, to indicate the next steps that need to be taken. This feature helps to inform the team of the context of the session and streamline the follow-up process.

Disposition codes are typically short, predefined codes that are used to classify the outcome of a call or chat. They can be used to indicate the type of issue that was resolved, the status of the end-user's request, or the level of satisfaction of the end-user. Some examples of disposition codes include: Issue Resolved, Follow-up Required, Escalated, Satisfied, and Unsatisfied.

Disposition notes are more detailed explanations of the outcome of the call or chat, and they usually provide more context about the consumer's issue and the actions that were taken to resolve it. They can include information such as the customer's name, the specific problem that was addressed, the resolution that was provided, and any follow-up actions that need to be taken.

Disposition codes and notes are important for documenting interactions and for tracking the performance of agents and the contact center as a whole. They can also be used to generate reports and metrics that can help to identify trends, areas for improvement, and to make decisions about staffing, training, and other operational issues.

Configuration considerations

  • Automatic wrap-up for calls must be enabled.

  • Disposition codes and notes can be enabled and set as optional or mandatory.

  • Each agent can add one disposition code and note entry per interaction. For example, if a call is transferred to another agent, each agent can enter a single code and note.

  • Fifteen minutes after the call or chat session ends, the disposition code and notes are saved and made available to connected data sources or APIs. All interaction codes and notes are sent 15 minutes after the session ends.

  • The Agent Adapter feature works in conjunction with the Next Status feature. After the disposition code and notes are added, CCAI Platform checks for the Next Status set by the agent instead of defaulting to Available. See Agent Statuses for more information.

Agent status behavior

Call:

  • When disposition and notes are enabled for calls, the Disposition UI appears when the agent is placed in wrap-up status. This allows them to enter a code or note. Automatic wrap-up must be enabled.

  • The agent will remain in wrap-up status for as long as it takes them to enter the code or note.

Chat:

  • If an agent is on one chat and the chat interaction ends, the agent will be in In-chat status until they finish entering the code and note.

  • If there is an ongoing call, the status will be In-call.

  • If there are multiple chats, the status will be In-chat.

  • When disposition and notes are enabled for chats, the agent is presented with the Disposition UI when the chat is completed or transferred.

  • The status that the agent is in is determined by the agent's activity at that time.

Enable disposition codes and notes

  1. In the CCAI Platform portal, go to Settings > Operation Management > Wrap-up.

  2. Click to enable Automatic Wrap-up if not already enabled.

  3. Click to Enable Disposition Codes.

  4. Select optional or mandatory.

  5. Click to enable Notes. Select optional or mandatory.

  6. Click Save.

Disposition codes

Disposition code management is based on creating codes and organizing them into lists.

Disposition code: A code to organize the outcome of a call, and help determine whether further action is needed.

Disposition Lists: A set of codes with a unique name, used to organize and anage dispositions relevant to a specific queue. Max 100 active and inactive codes.

  • Codes cannot be deleted. They can only be set to Inactive.

  • Agents cannot add their own disposition codes.

  • Codes are shared for both call and chat sessions.

    Sort and Filter: Lists can be filtered to show all lists or only active lists, and can be sorted in the following ways:

  • Custom order

  • Alphabetical order

    Search: Lists and codes can be searched for without respect to case.

Disposition code settings

To manage global disposition codes:

  1. In the CCAI Platform portal go to Operation Management > Wrap-up > Automatic Wrap-up.

  2. Click Manage Disposition Codes to open the disposition codes menu.

To manage queue-level disposition codes:

  1. In the CCAI Platform portal go to Settings > Queues > [Queue Name]

    Wrap-up.

  2. Click Manage Disposition Codes to open the disposition codes menu.

You can create, edit, activate, and deactivate disposition codes using both of these disposition codes menus.

Disposition lists

You can group a collection of disposition codes to create a disposition list. You can sort and filter the Disposition lists tab using the options at the top of the page. From the List menu screen, you can activate or deactivate lists using the slider in the Status column. You can order lists in the following ways:

  • Custom order

  • Alphabetical order

Create a new disposition list

  1. In the CCAI Platform portal, go to Operation Management > Wrap-up > Automatic Wrap-up. Click Managen Disposition Codes

  2. Go to the Lists tab.

  3. Click Create disposition list.

  4. Enter a disposition list name in the Name field. Names must be unique, and no longer than 150 alphanumeric characters.

  5. Optional: Enter a custom ID in the Custom ID field.

  6. Click Save. The list appears in the disposition list menu. You can then add codes to the list as needed by opening the list folder in the disposition list menu.

Add new codes to an existing disposition list

  1. Go to the Lists tab.

  2. Select the name of the disposition list that you want to add codes to.

  3. Click to open the list. A list of any codes contained within the list appears.

  4. Click Add disposition code to add an existing code, or Create disposition code to create a new code.

    • If you choose Add disposition code, A drop-down list will appear where you can select an existing code. Click Save to add the code to the list.

    • If you choose Create disposition code, enter the disposition name in the Name field. This field is mandatory, and entries are limited to 150 characters. (Optional) Enter a Custom ID for your disposition code in the Custom ID field and click Save. You will then see this code in the disposition list, and it will be available in the Codes Tab for use in other lists.

Sort disposition codes for agents

Admins have control over how agents view disposition codes in the Agent Adapter. The following are the available sorting options:

Custom order: Codes will be presented to the agent in the same order they appear in the list. You can use this option to manually arrange codes in the most appropriate way for your workflow.

Alphabetical order: Codes displayed in a case-insensitive alphabetical order.

Any changes made to the order or timeframe of codes are immediately reflected in the Agent Adapter when the disposition selection window reopens. CCAI Platform displays codes in the same order as presented to the agent, ensuring consistency between Admin and Agent views.

Data output and reporting

Fifteen minutes after a call or chat session ends, the disposition code and notes are saved and made available to all connected data sources or APIs. All interaction codes and notes are sent 15 minutes after the session ends.

Disposition codes and notes can be viewed by agents in the following ways:

  • API calls

    • Disposition codes are available using the following API endpoints: /manager/api/v1/calls and /manager/api/v1/chats.
  • CRM comments

  • Metadata files