Disposition groups

Add a disposition group

To add a disposition group, go to Admin > Dispositions.

1. Click on Add disposition group.

2. Enter or select the following details:

   1. Name.

   2. Description (optional).

   3. Enter a disposition name.

   4. Click on Add a subset if you want to create a sublevel for your disposition group.

   5. Click on Add a disposition to add additional dispositions to the group.

   6. Select one or multiple queues and click on the Add to group button to assign queues to the disposition group.

   7. For each queue that you add, select whether you want the disposition group to apply for inbound, outbound or both.

3. Click on Add group.

Edit a disposition group

To edit a disposition group, go to Admin > Dispositions.

1. Click on the name of the disposition group you want to edit.

2. The following fields can be edited.

   1. Name.

   2. Description (optional).

   3. Edit a disposition name

   4. Click on Add a subset if you want to create a sub-level for your disposition group.

   5. Click on Add a disposition to add additional dispositions to the group.

   6. Select one or multiple queues and click on the Add to group button to assign queues to the disposition group.

   7. For each queue that you add, select whether you want the disposition group to apply for inbound, outbound or both.

3. Click on Save.

Remove a disposition group

To remove a disposition group, go to Admin > Dispositions.

1. Select the checkbox next to the disposition group you want to remove and click on Remove.

2. A modal will appear confirming you want to remove the selected disposition group. Click on Remove.

Add or edit disposition groups in bulk from an .xlsx file

You can also add or edit disposition groups in a bulk import. To do so go to Admin > Dispositions, hover over the ellipsis icon and click on Upload.

1. Click on Download template to download the import template.

2. Add your disposition groups to the template and click on the Choose file button to upload it to the Agent Desktop.

3. Check for any errors that are listed and re-upload the template if required.

4. Click on Save.

5. Verify the disposition groups then click on Save.