Managing dispositions

Zoom Contact Center admins can create and edit dispositions for agents. Dispositions allow agents to assign an outcome or topic to each engagement. After creating dispositions, you can add them to queues.

For example, you can create a disposition for a call that requires a follow-up, allowing agents to select that disposition at the end of their phone call, during the wrap-up time, then enter additional notes to explain.

Note: If you don't add any dispositions for a queue, agents don't have to set a disposition to complete engagements.

This article covers:

• How to create a single or multi-level disposition
  
  • Create a multi-level sub-disposition structure
• How to edit a single or multi-level disposition
• How to create a disposition set
• How to add a disposition or disposition set to a queue
• How to edit or delete a disposition set
• How to delete a disposition

Prerequisites for managing dispositions

• Zoom desktop client for Windows or macOS, 5.9.3 or higher
• Pro, Business, or Education account
• Zoom Contact Center license

Note: Dispositions are supported on all channels (voice, video, chat, and SMS).

How to create a single or multi-level disposition

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Dispositions.
3. Click Add.
4. Specify the following information:
   • Active Status: Enable or disable the disposition for agent use. Disabled means the disposition appears in the Zoom web portal but is not available for agents to use.
   • Name: Enter a display name for the disposition.
     Notes:
     • If the Disposition Type is Single disposition, the name is the disposition name that agents see when selecting a disposition.
     • If the Disposition Type is Multi-level disposition, agents can't see the name. The name is only used for admin identification purposes. Agents see the multi-level disposition structure that you create.
   • Description: Enter a description for the disposition. Agents can't view the description.
   • Disposition Type
     
     • Single disposition: Create a single disposition.
     • Multi-level disposition: Organize disposition codes into a multi-level structure to make it easier for agents to search and select a disposition. Agents can select any disposition or sub-disposition when wrapping up an engagement. See the next section for more information.
5. Click Save.

Create a multi-level sub-disposition structure

Follow this section if you select Multi-level disposition when creating a disposition. 

1. Enter a name for the first sub-disposition.
2. Click Add tier to add a sub-disposition under the current level 1 disposition, then enter a name for the sub-disposition. The structure can have up to 4 levels of dispositions.
3. Click Add sub-disposition to add another level 1 disposition to organize sub-dispositions.
4. Repeat steps 2 and 3 to create a multi-level disposition.
5. Click Save.

How to edit a single or multi-level disposition

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Dispositions.
3. Click the display name of the disposition you want to edit.
4. Change these settings depending on if you're editing a single or multi-level disposition.
   • Name: Enter a display name for the disposition.
     Notes:
     • If the Disposition Type is Single disposition, the name is the disposition name that agents see when selecting a disposition.
     • If the Disposition Type is Multi-level disposition, agents can't see the name. The name is only used for admin identification purposes. Agents see the multi-level disposition structure that you create.
   • Active Status: Enable or disable the disposition for agent use. Disabled means the disposition appears in the Zoom web portal but is not available for agents to use.
   • Description: Enter a description for the disposition. Agents can't view the description.
   • Disposition Type: Change the disposition type.
     • Single disposition: Create a single disposition.
     • Multi-level disposition: Organize disposition codes into a multi-level structure to make it easier for agents to search and select a disposition. Agents can select any disposition or sub-disposition when wrapping up an engagement. Learn more about creating a multi-level disposition.

How to create a disposition set

You can create disposition sets to organize dispositions for yourself. For example, you can create a disposition set called Inbound Sales to organize the relevant dispositions, then add the set to a queue that handles inbound sales.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Dispositions.
3. Click the Sets tab.
4. Click Add.
5. Specify the following information:
   • Active Status: Enable or disable the disposition set for agent use. Disabled means the disposition set appears in the Zoom web portal but is not available for agents to use.
     Note: Enabling or disabling a disposition set doesn’t affect the associated dispositions.
   • Name: Enter a display to help identify the disposition set.
     Note: Agents can see the disposition’s name, but not the disposition’s description.
   • Description: Enter a description for the disposition set.
   • Dispositions: Click the drop-down menu and select the dispositions to add to the set.
6. Click Add.

How to add a disposition or disposition set to a queue

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
4. In the Dispositions section, click Add or Manage.
5. Click Add.
6. Click the Dispositions tab to add single or multi-level dispositions, or the Sets tab to add all dispositions in a set.
7. Select the dispositions or sets to add, then click Add.

How to edit or delete a disposition set

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Dispositions.
3. Click the display name of the disposition set you want to edit.
4. Change these settings:
   • Display name: Click Rename to enter a new display name to help identify the disposition set
     Note: Agents can see the disposition set’s name, but not the disposition set’s description.
   • Active Status: Enable or disable the disposition set for agent use. Disabled means the disposition set appears in the Zoom web portal but is not available for agents to use.
   • Description: Enter a description for the disposition set.
   • Disposition: Click the drop-down menu and select the dispositions to add to the set.

How to delete a disposition

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Dispositions.
3. In the Dispositions or Sets tab, locate the disposition or set you want to delete.
4. In the last column, click the ellipses icon , then click Delete Disposition or Delete Set.
   Notes:
   • To delete several dispositions or sets at once, select the check boxes beside the Name column, then click Deleted Selected at the top of the table.
   • Deleting a disposition set will not delete the associated dispositions.
   • Deleting a multi-level disposition will delete the entire multi-level structure of dispositions and sub-dispositions.