How to Create Disposition Statuses for Call Wrap-Up
How to Create Disposition Statuses for Call Wrap-Up
Disposition Statuses define the outcome of a call.
Agents select a Disposition Status during Wrap-Up to categorize what happened during the call. This turns conversations into measurable performance data.
Examples include:
Sale Closed
No Answer
Callback Required
Not Interested
Wrong Number
📌 Note: Admin permissions are required to create or edit Disposition Statuses.
Step-by-Step: Create a Disposition Status
Go to Settings → Call Wrap-Up → Disposition Statuses and click “Add Disposition Status.”
💡Useful Tip 1: To edit an existing status, click the status row to open the side panel with all status settings.
Enter a clear, action-oriented name. (Examples: Sale Closed, Interested – Follow Up, etc.)
Ensure the status is set to Active. If inactive, agents will not see it in their Wrap-Up dropdown.
Click Create to apply the changes.
✅ The disposition status is now available for queues that have Wrap-Up enabled.
Done 🎯
You now know how to create Disposition Statuses for Call Wrap-Up and use them to improve reporting accuracy and operational consistency.
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