Fenero supports both system and custom dispositions. Within the ‘General’ tab of the campaign, use the ‘Custom & System Dispositions’ field to determine whether you’d like to use only custom dispositions; or both custom and system dispositions.
The system dispositions are as follows:
The Dispositions tab of the campaign allows you to manage all dispositions for any outbound calls made through this campaign. The dispositions created here can also apply to the inbound calls by simply not creating any dispositions on the inbound ACD queues. If inbound specific dispositions are required, please use the disposition tab of the ACD queue to create dispositions specific to the inbound queue.
New Dispo - Custom Code: You can optionally enter a custom code for your dispositions. This custom code is primarily for custom reporting purposes only and has no impact to the dialing on this campaign.
New Dispo - Disposition Description: Enter the description for your disposition that you would like agents to see in the agent interface.
New Dispo – Redial Delay: The amount of time expressed in seconds that the campaign must wait before making another attempt at calling a leads with the specified disposition.
New Dispo – Max Attempts: The total number of dial attempts for a lead with the specified disposition.
Note:
You can change the redial-delay and max attempt values at anytime.
The following fields are used for reporting purposes only; they have absolutely no effect on the campaigns dialing behavior.
Final: Classifies a disposition as a final disposition. An example of a disposition that should be tagged as final would be ‘Not interested’
Contact: A disposition that indicates the agent was able to reach and speak to someone.
RPC (Right Party Contact): A disposition that indicates the agent was able to reach and speak to the intended party.
Sale: A disposition that indicates a sale was made, or the purpose of the call was fulfilled.
After entering each disposition, click on the blue plus sign to add it to the list. The red minus sign does the opposite - it removes the disposition from the list. To change or modify an existing disposition, first, click the ‘Edit’ button, make the desired changes, and click ‘Done’.
New Dispo Actions:
Quotas: Allows you set dialing quotas for any given disposition based on data points on the lead record. (Address, City, State, Zip, First Name, Last Name, Custom Lead ID)
Triggers: Allows you to trigger one of the actions listed below in the background upon disposition selection.
Copy to another list: Copy all of the leads data in the standard fields to another dialing list. (This will only copy the system fields, not any data in any custom fields)
Launch A URL: is option allows you to silently launch a URL to send lead and call data to an outside system using HTTP GET or POST. Article Covering Launch URL Options
Send an Email: Allows you to send an email to one email address with all of the call information and the data captured during the call. (We will send the email to 1 email address. If you need to send the email to multiple emails, please create a distribution group in your email system and configure the trigger to send the email to the group email address.)
Launch a URL: Will an outside URL and pass all of the leads data to that URL.
Send Email: Will email all of the leads data to the specified email address.
Lead recycling is only affected by two fields on the disposition page, ‘Redial Delay’ and ‘Max Attempts’. To determine which dispositions are dialable please navigate to the ‘Dialer’ tab of the campaign. There use the ‘Dispositions to dial’ field to determine the dispositions that warrant another dial attempt.
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