Option for Required Notes/Scripts/Dispositions on Outbound Calls
We would like to see an option to only "require" Dispositions/Notes/Scripts for Inbound calls only. Current situation is that a script runs with required categories to populate, this is appropriate for inbound calls, but not outbound calls. If there could be an option to decide what direction the call is for a requirement that would solve this, or an ability to create a custom rule to circumvent the requirement.
2
votes
James
shared this idea
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Blair
commented
This is a critical issue for us, as it slows down our process...and is now clear that call dispositions on outbound calls are impacting the quality of our data (the disposition categories don't really make sense for outbound). Thank you for the consideration.