Q Classifications (Dispositioning Calls)

Overview

Q Classifications, also commonly referred to as "dispositions" or "disposition codes," allow administrators to create custom categories for labeling interactions based on their type and outcome. Agents select from these classifications using drop-down menus within the interaction window, and the selected values are saved directly to the call record. This data can be used for reporting, quality assurance, and tracking interaction trends over time.

There are two classification types available, both of which appear as separate drop-down menus within the interaction window:

• Type

  • Categorizes the nature of the interaction (e.g., Support Call, Billing Inquiry).

• End Result

  • Captures the interaction outcome (e.g., Issue Resolved, Escalated, Callback Scheduled).

Creating a New Classification

To create a new classification, navigate to Admin > Configuration > Q Classifications and click New Classification.

Open

• Classification

  • Enter the text you want to appear in the classification drop-down list as agents view it during an interaction. Use clear, concise labels that agents can quickly identify and select.

• Location

  • By default, new classifications are set to Global, meaning they will appear on all interactions across all queues. If you want a classification to appear only within a specific queue, use this field to restrict it accordingly.

• Type

  • Select whether this classification represents an interaction Type or an End Result. This determines which drop-down menu the classification will appear in during an interaction.

• Default

  • Enable this toggle if you want this classification to be pre-selected by default when an interaction begins. For example, setting Support Call as the default Type within a support queue reduces the number of steps agents need to take to disposition a routine interaction.

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