Dispositions & Wrap-Up
Every call ends on one code, and that code is the whole of a rep's paperwork. The likely answer is already picked from how the call ended, and what it sets off was settled once by an admin rather than by whoever is closing the call.
Wrap-up on a finished call
saved- and fifteen more, across six categories
Product figures from the platform’s own defaults - not customer averages
How it works.
The code is not optional
A real call cannot be closed without one. There is no skip on the panel and the server refuses a save that has no code. Colleague-to-colleague calls are the exception and close themselves, because an internal call is not an outcome.
The likely answer is already picked
Direction, final status, hangup cause and duration are read off the call and mapped to the codes that fit. A busy signal offers a callback, an unroutable number offers flagging it. An ordinary completed call offers nothing and leaves the rep to choose.
The code files the follow-up, not the rep
A code is bound to one of twenty-six behaviors: raise a task, book a callback, set do-not-call, mark qualified, log an objection, flag the wrong party. Picking the code is what queues the behavior, so nobody files the follow-up by hand.
Renaming a code never rewrites last quarter
Saving stamps the code, its label, its category, its behavior and its color onto the call itself. Renaming or retiring a code later changes the catalog and leaves last quarter's reporting reading exactly as it did.
One moment in every call.
Every call passes through the same seven. Dispositions & Wrap-Up is the lit one, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Catalog
- Twenty codes seeded across six reporting categories, plus your own
- Behaviors
- Twenty-six to bind a code to, from create task to set do-not-call
- Requirement
- Mandatory on inbound and outbound calls, enforced at the server
- Exemptions
- Internal colleague calls and supervisor monitoring legs skip wrap-up
- Suggestion
- Read from direction, status, hangup cause and duration, and overridable
- Snapshot
- Code, label, category, behavior and color written onto the call
- Notes
- Free text saved beside the code, up to ten thousand characters
- Rollout
- Behaviors run as queued jobs behind the save, so the rep is released the moment the code is picked
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
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The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See dispositions & wrap-up on your own floor.
Thirty minutes, your numbers and your data. We will set dispositions & wrap-up up live and you can decide from the thing itself rather than from this page.
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