v1.0 - Dialler Dispositions

Introduction

This section of the guide will explain the concepts behind setting up dispositions from start to finish, including:

High Level

• The concept of dispositions

• The application of dispositions in OCM

Preparation

• What do you need to do to prepare for creation of dispositions

• Things to think about

• Disposition label concepts

Disposition Labels

• Setting up your individual dispositions

Disposition Groups

• Disposition group concepts

• Disposition types and their behaviours (including Recall time)

• Applying your dispositions to a disposition group

• Setting your disposition type within the disposition group

• Applying disposition levels to your disposition group

Campaign Disposition Configuration

• Applying your disposition group to your campaign

High Level

Dispositions Concept

Outbound dispositions exist primarily for two reasons in an outbound dialler:

1. To categorize the outcome of your dialler call (for reporting, analysis and workflow purposes)

2. To “tell” the dialler what to do next with the record (ie, call it back after a set amount of time, or set it as a callback to a particular agent at a specific time, or to no longer call the record and mark it as completed)

There are always two main types of dispositions:

• Agent Dispositions - dispositions applied by the agent at the end of a connected dialler call

• System Dispositions - dispositions applied by the system, when the system detects that a dialler call has resulted in a non-live customer event (ie, voicemail, answering machine, busy tones, no answer, etc)

Dispositions are setup in the instance level configuration section of the dialler, and are then assigned to individual campaigns where applicable.

Disposition Application

The OCM disposition workflow, at a high level, consists of the following steps:

• Step 1: create all Agent disposition labels, regardless of their type, at the instance level

• Step 2: assign these dispositions to groups

• Step 3: arrange the dispositions in their hierarchies

• Step 4: configure the next action for each end point disposition (ie, the disposition at the bottom of the hierarchy)

• Step 5: apply the disposition group to the campaign

VoiceFoundry have created dispositions in this way to:

• Achieve consistency in reporting, provide ultimate flexibility in configuration

• Provide an optimised user experience for campaign creation

• Reduce rework when changing disposition settings which are applied to multiple campaigns

• Provide a level of recall and outcome customization to better suit the administrator user experience

The next sections will describe exactly how this process is achieved within OCM.

Preparation

Preparing for disposition configuration

Before starting to add dispositions, it’s good practice to understand what dispositions do to the record, how you can use these dispositions to affect the next action for the customer, and how this applies to your campaigns, records and reporting. It may therefore be pertinent to ask yourself:

• What type of reporting do you need for your dialler outcomes?

• How will you use the outcome data from a reporting perspective?

• What kinds of post call operations are required after a dialler call has been made? Think about:

  • Do you want to call the customer back?

    • If so, who do you want to call the customer back? The agent who last spoke to them, or anyone dialling from the campaign?

  • Do you want the record to be completed after the disposition has been applied?

  • Do the record outcomes influence the customer journey?

The above questions are examples of the relationships that dispositions maintain with business processes (the above list is not exhaustive). An example for each category could be:

Reporting

• We need to report on the Contact Rate, Connect Rate, Penetration and Saturation, best times to dial customers, and conversion

• We need to report on the average number of attempts to connect to a customer

• We need to report on the number of callbacks an agent sets to themselves

• We need to report on the number of a specific call outcome type

How do we use the data

• We programmatically update all records with a disposition of a certain code, where the customer’s record has met a certain condition in our CRM, to ensure the customer is no longer dialled

  • We programmatically move customers from one campaign to another when a specific disposition is captured on their record

Post Call Operations

• We want some system detected outcomes to have an automatic callback time of 2 hours from the time of outcome (ie, No Answer)

  • We want other system detected outcomes to automatically stop the record from dialling in future (ie, Fax Machine)

  • We want certain agent outcomes to set an automated callback for the agent in 2 hours

  • We want certain agent outcomes to reflect the intention to call the customer back at a specific time

  • …etc

A little forethought will help you to finalize the most optimal state for your dialler, to consolidate your dispositions and clean up your dialler, and achieve the business results that you require.

The above exercise should leave you with a list of dispositions, and their actions. During this process, you should consider disposition categories as entirely distinct dispositions. For example, if you have disposition categories and sub-dispositions as follows:

You would therefore capture the following dispositions:

• No Contact

• Success

• Voicemail Agent

• No answer agent

• Busy Tones Agent

• Sale

• Quote Given

• Quote Confirmed

In the next section, we will discuss how your internal business process analysis and disposition identification would be configured in OCM.

Preparing Disposition Types

The above steps prepare you for the import of all dispositions and their levels. After identifying and configuring your dispositions at the instance level, you will need to determine a disposition type for the preparation of disposition groups. The Disposition Type determines the next dialler action for a record.

Disposition types are assigned at the disposition group level, which means you can assign a single disposition (for example, Answering Machine) to multiple disposition types, separated by disposition group.

There are four disposition types. The types, and next action, are described below:

• Recall - sets an offset recall time to the record. The record will be re-dialled after the offset time has elapsed.

  • Note 1- the recall time section is enabled upon selecting this disposition type

  • Note 2 - recall time must be specified in HH:MM format

  • Note 3 - recalls which are set after hours will be dialled the next day

• Complete - removes the record from further dialling by OCM.

• Agent Callback - allows the agent to set a specific time for a dialler callback for the customer, and assign the callback directly to themselves.

  • Note 1 - this disposition displays a date/time picker modal at the time of selection for the agent in the Agent Console

  • Note 2 - the agent who sets this callback must be available in the same campaign at the time of callback, or the callback will not occur. If the agent logs in after the scheduled time, the callback will occur for that agent upon next login

• Group Callback - allows the agent to set a specific time for a dialler callback for the customer, and assign the callback to anyone logged into the campaign at the time of callback.

  • Note 1 - this disposition displays a date/time picker modal at the time of selection for the agent in the Agent Console

  • Note 2 - this callback will occur to any agent logged into the campaign at the time the callback has been set

  • Note 3 - callbacks will queue - any callbacks set for the same day, which have not been dialled, will be queued for dialling the next time agents are logged into the active campaign

The next step in preparation is to assign Disposition Types (in Excel, for example) to each disposition you would like to apply to a disposition group. This will be configured in the Disposition Group section below.

Disposition Labels

The first step to disposition creation is to create all of the dispositions you have identified at the end of the preparation section above, in OCM. Creation of these dispositions is done at the high level config end. The creation process is very simple, and involves creating each disposition once. After we create the dispositions, we will be able to “import” these into multiple campaigns. As such, it is not necessary (and not possible) to duplicate your dispositions, and as part of the next step in this process, you will need to de-duplicate your disposition list.

Setting up your individual dispositions

Lets go through the disposition creation process, step by step:

Step 1: Prepare your list of disposition categories and final dispositions.

You will need to enter these manually, so you can prepare these any way you prefer (Notepad, Excel etc)

Step 2: Navigate to Dispositions

Log in to OCM, and click on “Dispositions” on the navigation bar

Step 3: Navigate to the individual dispositions tab

Click on the “Dispositions” tab that appears on the right side of the next screen. You will see a screen similar to below (note, if this is the first disposition you are adding, you will not see an existing list of dispositions):

Step 4: Prepare to add dispositions

Click the “Add Disposition” button at the top right of the Dispositions screen. You will be prompted with an input at this point:

Step 5: Add your dispositions

Start adding the dispositions you have identified at Step 1, one at a time, until all dispositions have been added. Disposition levels need to be added here also as separate dispositions:

Once you have completed adding your dispositions and disposition levels to this section, you are ready to start creating Disposition Groups.

Disposition Groups

The next step in configuring your dispositions is to create disposition groups. Disposition groups are where you configure important disposition settings, such as

• Applicable Dispositions

• Disposition Types

• Disposition Levels

• Recall Times

Once we create these groups and configure all settings, we will save the disposition group. Once saved, the disposition group can be applied to campaigns.

Disposition Group Configuration

Now it’s time to configure your dispositions within disposition groups.

Step 1: Arrange your dispositions

Arrange the dispositions which you configured in “Disposition Labels” - Step 1 above, by campaign, and assign disposition types to the dispositions. For any Recall type dispositions, determine your recall offset time. For example

You’ll need to rename any dispositions which are labelled the same as system dispositions, as system dispositions cannot be modified. Above, you can see that “Answering Machine” has been re-labelled “Answering Machine - Agent”.

Step 2: Assign a Disposition Group name

Assign a disposition group name to your dispositions, by campaign: your disposition groups can be applied to multiple campaigns at once. This means, using the example above, you can create one Disposition Group to apply to the “Campaign Yellow”, “Caretaker Campaign”, and “CS No Show Appointments” campaigns. The same goes with your “Houses” campaigns below. Create a Disposition Group name column in the above for labelling purposes (to be used in the below steps):

Step 3: Assign system dispositions

Assign system disposition types in the same sheet: add the 6 system detected dispositions to your list, for each disposition group, and assign the disposition type and recall times (if required):

Step 4: Navigate within OCM

Log in to OCM, and click on “Dispositions” on the navigation bar

Step 5: Add disposition group

Add a new disposition group: click on the “Disposition Groups” tab that appears on the right hand side of the next screen (labelled “1”), and then click the “Add disposition group” button on the far right of the next screen (labelled “2”)

Step 6: Configure disposition group

Name and Describe your disposition group: a new dialogue page will open, which is the disposition group configuration screen. First, name your disposition group (1), and give it a meaningful description (2). You can use the names you assigned in Step 2 above.

Step 7: Set system disposition types

Set your System Disposition Types: system dispositions will be used if the campaign is switched to a detectable mode (ie, Predictive or Progressive with CPD and AMD on)

Step 8: Add custom dispositions to group

Add your agent dispositions: once system disposition types and recalls have been configured, it’s time to add your agent dispositions which you finished soft-configuring in steps 1-3. Disposition levels are created here too.

To start, you will create your disposition layer structure. Add top levels using the “Select Disposition” drop down, and any sub-levels by clicking the “Add Level” button, which will create a layer beneath the top level.

Next, we will assign disposition types to each lower level disposition, along with any applicable recall times.

All of your work now will be completed in the Disposition Group (as per below) - we’ve highlighted the main sections we’ll be configuring below:

Note: Only lower level dispositions will be assignable to type.

The first step is best explained using an example. Below is an example of a few different dispositions - some top level, and some at the lower level (which will have the disposition type assigned).

EXAMPLE:

Let’s go through an example of the usage of “Add a disposition” and “Add a level” to create some layered disposition types. For this example, I have created 8 dispositions labels:

• Top Level Disposition 1

• Top Level Disposition 2

• Lower Level Disposition 1

• Lower Level Disposition 2

• Lower Level Disposition 3

• Lower Level Disposition 4

• Lower Level Disposition 5

• Lower Level Disposition 6

I will organize the dispositions, and set their disposition types, as follows:

• Top Level Disposition 1

  • Lower Level Disposition 1 - Complete

  • Lower Level Disposition 2 - Recall (2 hr)

  • Lower Level Disposition 3 - Recall (4 hr)

• Top Level Disposition 2

  • Lower Level Disposition 4 - Agent Callback

  • Lower Level Disposition 5 - Complete

  • Lower Level Disposition 6 - Group Callback

In this example, your Disposition Label screen should look as follows (the dispositions I have added are within red boxes for visual purposes):

Now, to create your layers as per the example, navigate to “Disposition Groups” and set your group up as follows:

To complete this step, you will:

1. Add the Top Level Disposition 1 as the first disposition in the list

2. Add the Tope Level Disposition 2 as the second disposition in the list

3. Click “Add a level” three times at the Top Level Disposition 1 level. This will create 3 blank disposition placeholders under Top Level Disposition 1

4. Click “Add a level” three times at the Top Level Disposition 2 level. This will create 3 blank disposition placeholders under Top Level Disposition 2

5. Add your three dispositions (Lower level disposition 1, Lower level disposition 2, and Lower level disposition 3) into the 3 blank disposition placeholders beneath Top Level Disposition 1

6. Add your three dispositions (Lower level disposition 4, Lower level disposition 5, and Lower level disposition 6) into the 3 blank disposition placeholders beneath Top Level Disposition 2

7. Add your disposition types to all lower level dispositions

8. Click “Save”

You should now be taken back to the main Disposition Group page, and your new disposition group should be visible.

You will see that the “Test Group” disposition group is not assigned to any campaigns… yet