Dispositions in Nextiva represent the outcomes of workitems that users assign after they terminate them. Users select the appropriate disposition from a drop-down list, accurately categorizing the outcome of the workitem.
Creating Dispositions
Search for the Disposition icon in the Options Menu. Click Plus (+) to the right of the Search field. Enter the required information under each tab.
Information Tab
| Field Name | Description |
| Name | The name of the Disposition. The name should be descriptive and easily understood by the system users. |
| Description | The description of the Disposition. This is where you can further elaborate on the purpose of the Disposition. This field is displayed on the creation page but not when a user chooses a Disposition. |
| Workitem Type | Dispositions can be filtered by workitem type. For example, you may want a particular Disposition to be used with certain workitem types. |
Filtering a Disposition by Workitem by Type
The list of workitem types is:
- Chat
- Inbound Call
- Inbound Fax
- Inbound SMS
- Outbound Call
- Outbound Email
- Outbound Fax
- Outbound SMS
- Predictive Call
- Progressive Workitem
NOTE: Dispositions will only be available for workitem types selected in the list. If none are on the list, the disposition will be available for all workitem types.
Lead Tab
| Field Name | Description |
| Function | The logic is to be carried out by the workflow engine, which is created in a workflow function. |
| Action | The action taken on a lead could be a callback or removal from the list. |
| Priority | The priority assigned to the lead in the list. |
Possible Disposition Actions
| Action | Description |
| Answering Machine | Will treat the call as an Answering Machine. You can configure how long the dialer will wait before calling the customer back under Callback In. |
| Busy | Will treat the call as a Busy number. You can configure how long the dialer will wait before calling the customer back under Callback In. |
| Callback | Users will select a date and time for the Callback from a pop-up window with a calendar. |
| Personal Callback | Users will select a date and time from a pop-up window with a calendar. |
| Do Not Call | Add the number to your company’s local Do Not Call list and remove it from the dialer list if the outbound call originated from a Predictive or Progressive list. |
| Fax Machine | Will treat the call as a Fax Machine and remove it from the dialer list if the outbound call originated from a Predictive or Progressive list. |
| Invalid Number | Will treat the call as an Invalid Number and remove it from the dialer-list if the outbound call originated from a Predictive or Progressive list. |
| No Answer | Will treat the call as a No Answer call. You can configure how long the dialer will wait before calling the customer back under Callback In. |
| Remove From List | Will remove the number from the list of numbers to dial. |
System Integration Tab
| Field Name | Description |
| Note | A message will be displayed to the agent when the disposition action calls the API correctly. |
| REST API | The field that holds the appropriate REST API from the API Object. |
Options Tab
| Field Name | Description |
| Resolved | Enabling Resolved will mark the workitem as Resolved, indicating no further action is required. |
| Force Survey Validation | Enabling Force Survey Validation is used with surveys. If a survey has a mandatory field that is not completed, select a disposition with Force Survey Validation, which will alert the user to complete the required fields before selecting this disposition. |
| Connect Again | For predictive/progressive calls, Enabling Connect Again will allow you to call back the customer. This changes the workitem ID and allows the agent to contact the lead with a different phone number. |
| Block Number | Enabling Block Number will add the number associated with the workitem to the Blocked Numbers table. |
| Force Contact Assignment | If enabled, when a user selects the configured disposition and there’s a contact assigned to the workitem, it will be dispositioned. If there’s no contact assigned, a pop-up window will appear saying that a contact must be assigned to the workitem. |
User Profiles Tab
A disposition assigned to the user profile is a subset of the dispositions assigned to the campaign.
If the campaign has ten dispositions: A, B, C, D, E, F, G, H, I, and J, and the user profile has 5 A, B, C, D, and E, then only A, B, C, D and E will be presented to the user when dispositioning a work item.
If the campaign has five dispositions assigned C, D, E, F, and G, and the user profile has 5 A, B, C, D, and E when the user dispositions a workitem from this campaign, only the union of the two lists will be shown C, D, and E.
If there is no union, the entire list of dispositions is presented. This is a protection against a bad configuration.
If there are no possible dispositions on the user’s UI, they will be stuck with that workitem on their screen and unable to get any other ACD workitems. They can handle non-ACD workitems, but the undispositioned workitems will stack up on their UI until someone fixes the bad configuration.