In this article, you can learn about how to view and edit the call disposition values for users, and you can also view the Call Disposition values created for the AI Engine.
You can find the Call Disposition values for the Koncert products (AI Flow Dialer, AI Parallel Dialer and Agent Assisted Dialer) that you currently have licenses for, under the Administration » Call Dispositions tab.
- Call Disposition Count and Limit
The total number of added call dispositions and the remaining call dispositions to be added will be displayed at the top. You can add a maximum of up to 50 Call Dispositions based on your request to Koncert Support.
- Call Dispositions for – Filter the dispositions by Users/AI Engine/Dialing Agent.
- Users – Click to view all the User's dispositions.
- AI Engine – Click to view the AI Engine dispositions.
- Dialing Agent – Click to view the dispositions used by Dialing Agents.
- Inactive Dispositions – By default it is not enabled. Enable this to view the list of dispositions that are inactive.
To make it active again, click the checkbox Active for the disposition to be made active. *** on any of the inactive dispositions in the list. The Edit Call Disposition window pops up, where you can make it active.
- Search – You can further search the disposition by entering the full or partial name of the disposition in the Search by Call Disposition Name bar.
Call Dispositions for Users:
Below you can find instructions on how to edit the available Call Disposition values:
- In the Administration » Call Dispositions tab, click the Call Disposition value that you want to modify.
Admins can easily check or uncheck the all the available options directly from the grid, streamlining the editing process and making it quicker and more intuitive.
If needed, click the Call Disposition value that you want to modify.
- After the Edit Call Disposition window pops up, modify the details of the disposition as you wish.
NOTE: When editing the Call Disposition, it's important to note that Koncert requires a minimum of 24 hours to apply these changes to the Analytics module for existing reports. Please allow for sufficient time for the updates to take effect and reflect accurately in the Analytics.
- Click Save to save the changes made. A confirmation message 'Call Disposition Updated' will be displayed.
You can move the disposition up or down by simply dragging and dropping the icon next to the Call Disposition. For detailed information, refer to the article How do I sort the Call Disposition values?
Call Dispositions for AI Engine:
You can view the AI Engine disposition by selecting the AI Engine option under the Call Dispositions for dropdown. The AI Engine dispositions cannot be modified.
By default, Double Tap option is not applicable for the below dispositions i.e. the call will not be dialed twice. However you can modify this if needed.
- Busy
- Failed
- Phone Tree
- Phone Tree - Name Found
- Phone Tree - Name Not Found
- Phone Tree - No Company Directory
- Left VM (AI)
- Left VM (AI) - Name Found
- Left VM (AI) - Last Name Found
Call Dispositions for Dialing Agents:
You can view the dispositions used by the Dialing Agents by selecting the Dialing Agent option under the Call Dispositions for dropdown. The Dialing Agent dispositions cannot be modified.
Advanced Settings:
Here, you can map the below fields with the respective CRM fields. The values will be automatically updated in the CRM and vice-versa.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.