Five9 - Call Disposition

Details

The final step of processing a call is to disposition, or categorize, the call.  The goal of the disposition step is to categorize the nature and outcome of an engagement for reporting purposes.  A Disposition is the outcome of an interaction.  Every interaction in Five9 must have an outcome.  Disposition codes are customizable by organization; others are auto-assigned by the system for actions such as when a caller hangs up in the queue—see your organization’s standard operating procedures for specifics.

               You will disposition a call during the Wrap-up Call period, which begins automatically upon the completion of a call.  To disposition the call, select the green ‘Set Disposition Button’ in the upper right area of your screen, and then select the appropriate option from those presented to you, using the search box if desired to search for disposition name by keyword.  NOTE:  Calls directly dialed to your personal DID will also require a disposition code.  Because these calls aren’t typically associated with an organized calling campaign, you will be presented with two options:  ‘Do Not Call’ and ‘No Disposition.’

               Selecting a disposition code triggers your status to automatically receive another call unless you have set yourself to a Not Ready state prior to the engagement of the call.  See Five9 - Agent States for more information.