Contact Disposition

Types of Dispositions:

• Resolved: Indicates that the customer’s issue or query was successfully addressed during the interaction.
• Escalated: Represents situations where the interaction was escalated to a higher level of support or management for further handling.
• Pending: Refers to cases where follow-up actions are required before the issue can be considered resolved.

Benefits of Contact Disposition:

• Improved Tracking: Helps in keeping track of the status of customer interactions and ensures that necessary follow-ups are completed.
• Enhanced Reporting: Provides valuable data for generating reports on interaction outcomes, which can be used to evaluate performance and identify trends.
• Efficient Resource Management: By categorizing interactions, contact centers can better allocate resources and manage workloads based on the nature of the issues.

Other Terms: