Custom call dispositions

[GI-YD]

Hi folks.

Curious if this is on the horizon sometime, the ability to create Custom Disposition codes in the Management console for the Web Client. This is basically the only hold up for us to move our contact center to 3CX.

Further to this, it would be good if the agent cannot proceed to another call until the current call has been dispositioned appropriately.

Thanks.

 

[leejor]

Perhaps you could elaborate on what it is you are trying to achieve...some scenarios?

 

[GI-YD]

Disposition codes are assigned to a call by an agent once they are wrapping up the call. Dispositions can be used to explain why a consumer has called in. Or whether the agent resolved, created a ticket, etc for the call.

We always want to know more about how an agent handled a call and what the reason for the call was. Sure, you can put that in a CRM as well, but that is not always the case or possible.

We currently run reports on call dispositions from the telephony platform, which allows us to use the information in trends for staffing and training purposes.

Enforcing call dispositions keeps the agent in wrap-up until they disposition the call, which makes call information gathering more accurate and relevant.

It is also nice to know more information about the call rather than only having a system disposition of call ended.

Call disposition codes are an important part of managing the call center; from both a data and people-management standpoint.

 

[leejor]

Have you looked into going this route?
https://www.3cx.com/contact-center/omnichannel/

 

[GI-YD]

In this post: https://www.3cx.com/community/threads/call-tags-wrap-up-codes.54505/ someone else asks about wrap-up codes or what I refer to as call disposition codes - again the response is to put it in the CRM.

We already don't have access to the 3CX API, and now to report on telephony actions, we need to use a CRM?

Most, if not ALL pbx systems today offer these wrap-up/call disposition codes that an agent can use.

 

[GI-YD]

Have you looked into going this route?
https://www.3cx.com/contact-center/omnichannel/

Your reply is not relevant to this issue, leejor, please stick to the topic of this post.

 

[leejor]

I came across that link though this post (and response, the same one you found) and that I way i had provided that...
https://www.3cx.com/community/threads/call-tags-wrap-up-codes.54505/