Managing dispositions

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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:

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 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 to help identify the disposition.
      Note: Agents can see the disposition’s name, but not the disposition’s description.
    • Description: Enter a description for the disposition.
  5. Click Save.

How to edit a 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:
    • Display name: Click Rename to enter a new display name to help identify the disposition.
    • 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 to help identify the disposition.
      Note: Agents can see the disposition’s name, but not the disposition’s description.
    • Description: Enter a description for the disposition.

How to create a disposition set

You can create disposition sets to organize your dispositions for agents.

  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 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 individual 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.

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