Adding Dispositions/ Break Codes

Adding Dispositions/ Break Codes

The following dispositions exist in the dialer:


Agent Dispositions

AGENTSPCB – Agent-Specific Callback

ANS. MACHINE – Answering Machine

CALL BACK – Call will be handed to any available agent

CALL DROPPED – Call was dropped

DO NOT CALL – Do Not Call

FTC DNC – National Do Not Call (Customer must upload list)

LEFT MESSAGE – Left message on answering machine

NOT INTERESTED – Not Interested

SALE - Sale

SKIP – Number was skipped (not dialed)

UNAVAILABLE – Contact was not available

WRONG NUMBER – Wrong number


System Dispositions

CR_BAD_NUMBER – Number is not valid

CR_BUSY – Busy tone

CR_CEPT – Disconnected Number

CR_CNCT/CON_CAD - Cadence Change – Voice Detected Last Second

CR_CNCT/CON_PAMD – Positive Answering Machine Detection

CR_CNCT/CON_PVD – Positive Voice Detection

CR_DISCONNECTED – Call was disconnected

CR_DROPPED – Call was dropped

CR_ERROR – Internal Dialing Error – Number gets called back

CR_FAILED - LINE ERROR – Number gets called back

CR_FAXTONE – Fax Tone

CR_NOANS – No Answer

NR_NORB – No Ring Back

CR_UNFINISHED – Call was not dispositioned or call was not made

SYS_CALLBACK – System call back with date selected

UNKNOWN – Unknown call state


 

There are times when you might want to add an additional disposition, for example LEAD. To do so select “Campaigns” on the left spine (step 1), then “Disposition Manager” (step 2), and then “Add new disposition” (step 3).





To enter a new disposition 1 choose the Campaign and 2 put the new disposition below. Then select whether the lead is to remain callable within the campaign or not (check box 3) 4 choose the description,5 choose type in the drop down, choose the location and keyboard shortcut (optional) (6 and 7) and you can even upload an icon which is unnecessary (6). Hit enter to save it




There are four dropdown options for box 7:

 

No connect – Did not speak with a live person

Connect – Spoke with a live person other than the lead name

Contact – Made contact with lead name

Lead/Sale/Appointment – A lead, sale or appointment was made

 

There are three dropdown options for box 8 depending where the disposition is to be located within the PowerAgent Dialer screen:


Disposition Window

Left Menu

Break Code

Hidden


There is also an option for Break Codes which allows you to track your agents for what specific breaks they are taking as well as for how long, by running a report.

These Break Codes will appear under Break on the Agents Portal.


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