In outbound calling, when an agent dials a customer's phone number and the call goes unanswered, the administrators of the contact center system may choose to enable a feature that allows the agent to add a disposition code during the After Call Work (ACW) mode for that call. This is an optional feature that may be enabled or disabled depending on the needs of the organization.
When this feature is enabled, the agent will see a disposition code popup window during the ACW mode for unanswered calls. The agent can then select a disposition code that corresponds to the outcome of the call, such as "no answer," "busy signal," or "left voicemail." This information can then be used by the system to track call outcomes and agent performance.
Updated 2 months ago