This lesson shows administrators how to create and manage dispositions in uContact. You will learn where to find the Dispositions page (Admin › Campaigns › Dispositions), how to choose the channel and campaign, how to build Level 1, 2 and 3 classifications (for example Billing › Payments › Credit card), and how to save and search existing dispositions by Level 1 text or campaign.

Script: Create and Manage Dispositions in uContact

In this video, we'll learn how to create and manage dispositions in uContact.

Dispositions are used to categorize the outcome of customers' interactions. They help identify what occurred during an interaction and provide consistent information for tracking and reporting. So let's get started.

From the Admin section, go to Campaigns, and from Campaigns, go to Dispositions. The Dispositions page displays the dispositions that are currently configured in uContact.

To begin, select the channel. For us specifically, we're using Telephony. Then select the campaign you want the disposition to be part of.

Dispositions can be organized into different levels. This allows you to create more detailed classifications for an interaction. Enter the appropriate disposition in Level 1. If additional classification is required, use Level 2 and then Level 3 to create more specific outcomes. For example, Level 1 could identify the main interaction outcome, while additional levels further categorize that result.

For example, I can make Level 1 "Billing", Level 2 "Payments", and Level 3 the type of payment, such as "Credit card".

Once this is complete, you don't need to make any other choices. Just save your disposition. Once saved, it will appear on the right-hand side. To search for dispositions once you've created them, you can use the Level 1 text or search by campaign.

And that's it. That's how you create dispositions in uContact.