What are dispositions and its uses

Disposition is used to track call outcomes such as Voice of customer, voicemail left, call back requested, or abandoned. By tracking disposition data, call centres can analyse call patterns, identify areas for improvement, and optimize their operations to provide better customer service.

Suppose a customer calls a technical support centre to report a problem with their computer. After troubleshooting with the agent, the problem is resolved, and the call is ended. The agent can then label the call with a disposition such as "resolved" or "completed" or "FCR".

We allow 3 levels of dispositions for an agent. Your agent will spend atleast 5 seconds per level to dispose a call or chat. This is something to consider when deciding on number of levels of dispositions.