Today, the ability to effectively analyze and classify every customer interaction is a key success factor for any contact center. Dispositions emerge as a fundamental strategic tool for transforming call data into insights, enabling companies to adopt a truly customer-driven approach. This article explores how XCALLY revolutionizes interaction management through an advanced and customizable dispositions system.

What is a disposition

A disposition is a label (or a set of labels, with a hierarchy of up to three levels) that describes the outcome of a call or, more generally, an interaction. It is a simple yet powerful tool for both Supervisors and Agents. For example, an agent who handled an interaction can indicate its type or resolution when closing it.

 

What dispositions are available on XCALLY?

XCALLY Dispositions make it easy to identify the type of interaction, such as a request for information, a report of a problem, or a request for technical assistance. They also allow identifying the outcome of the interaction, such as whether the customer has made a purchase, requested a follow-up call, or decided not to proceed with the purchase.

By default, the following dispositions are already available on XCALLY Motion:

  • Fax

  • Answer Machine

  • Interested

  • Not Interested

  • Sold

  • Special

but it is possible to add as many dispositions as needed.

 

 

Operational benefits of dispositions

Implementing dispositions generates tangible benefits across multiple dimensions:

  • Real-time monitoring: Supervisors gain immediate visibility into process performance, quickly identifying whether targets are being met or corrective actions are needed.

  • Advanced reporting: Dispositions feed into sophisticated analytical dashboards, enabling calculation of specific metrics such as the conversion rate per agent in outbound marketing campaigns.

  • Operational efficiency: Standardized classification significantly reduces the time agents spend manually describing call outcomes.

  • Team alignment: The entire team stays synchronized in real time on the status of all shared interactions, improving collaboration and service consistency.

How to use dispositions

With XCALLY, agents can instantly classify each interaction by setting the appropriate disposition and optionally add notes and information if more detail is required.

XCALLY Dispositions are customizable and can be set as either mandatory or optional for agents, depending on specific business logic requirements. Additionally, XCALLY supports multi-level dispositions, with sub-levels that allow for greater detail about the interaction.

Supervisors, in turn, can create custom dispositions and define whether they are mandatory or optional for agents, based on business needs.

Multi-level dispositions for deeper analysis

Starting from version 2.5.5 of XCALLY Motion, multi-level dispositions have been introduced for omnichannel interactions. This evolution allows supervisors to structure up to two sub-levels for each main disposition, offering an unprecedented level of classification granularity.

XCALLY Dispositions are a key tool for efficient Contact Center management, as this hierarchical architecture enables agents to provide progressively more specific details about the interaction, creating a rich and structured dataset for advanced analysis.

Practical implementation of XCALLY dispositions

The intuitive interface of XCALLY Motion allows agents to:

  • Immediately classify each interaction by selecting the appropriate disposition

  • Add detailed notes in the dedicated field for supplementary information

  • Navigate through sub-levels for additional specifications when needed

Supervisory management

Supervisors benefit from comprehensive control tools to:

  • Create and modify custom dispositions

  • Configure classification requirements

  • Monitor disposition usage through dedicated dashboards

  • Analyze trends and patterns in customer interactions

Integration with omnichannel strategy

XCALLY dispositions integrate seamlessly with all communication channels supported by the platform, ensuring consistent classification regardless of the customer’s touchpoint. This uniformity is essential for maintaining a holistic view of the customer journey.

Maximizing Contact Center ROI through intelligent dispositions

The strategic implementation of XCALLY dispositions represents a vital investment for any organization aiming to excel in customer service. This tool transforms every interaction into a source of valuable insight, enabling data-driven decisions that continuously improve operational effectiveness and customer satisfaction.

Adopting this advanced disposition system not only enhances immediate operational efficiency but also lays the groundwork for sustainable growth based on a deep understanding of customer needs and behaviors.