Tiered Dispositions
Within RingCX, it would be helpful to have the ability to have tiered dispositions. For example:
Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition.
If disposition A is selected, then a 2nd drop-down window is presented to allow the agent to choose.
If disposition B is selected, then a 2nd drop-down window is presented, different options from dispositions A, are presented to the agent.
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We’ve enhanced RingCX with Interaction Categories, enabling a tiered hierarchy for dispositioning. Admins can now map specific sub-categories to call outcomes, ensuring agents follow a logical workflow while providing supervisors with the granular, structured reporting required for deep-dive analysis.
https://support.ringcentral.com/article-v2/Creating-agent-dispositions-in-an-inbound-campaign-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US&pills-nav=digital_interactions -
Remi
commented
Possibility to create multiple levels of disposition to get more precise agent feedback without going into a long list of disposition.
Sub level disposition would be link to level 1 and level 2 could be optional or mandatory...
It's very important to be able to report on level 1 only (with all sub-disposition included) as well as on level 2 and to filter on level 1 to get details report on level 2.
