Readymode iQ: Dispositions User Guide

Want more ways to customize your dispositions? This Readymode iQ article has you covered. 

Introduction

The Disposition module in Readymode iQ offers enhanced control over call disposition processes. It allows you to specify actions triggered at the end of a call, such as scheduling callbacks, adding contacts to a DNC list, or notifying team members. With customizable rules and disposition settings, you can automate follow-up tasks to suit your business requirements.  

About Dispositions

Dispositions make DID call management “smarter” by adding the capability for you to specify post-call actions. For instance, dispositions can trigger multiple follow-up actions, like scheduling a callback, leaving a pre-recorded message, or notifying an agent about the status of an account. 

Navigating the Dispositions Module

Dispositions Pane

To view a list of dispositions available to you for modifying, on the dashboard, select General and then choose Dispositions. 

A list of all the dispositions from the legacy application will be displayed in the Dispositions pane.

Disposition Pane Details

The Disposition pane shows a list of your dispositions' Names (3). You can search for specific dispositions using the Search (1) bar, and you can change the Status (2) to display either Active or Inactive dispositions. 

Selecting a disposition will reveal the Disposition options and Rules subsections.

Disposition Options 

In the Disposition options subsection, you will be presented with the following options to customize the behaviour and reporting of your disposition:

• Call Termination (1) - Specify what action should be taken after a call is ended.
• Pipeline (2) -  Select what stage of your sales pipeline this disposition is in. 
• Account Follow-up (3) -  specify whether the agent should take responsibility for the lead. 
• Advanced options (4) - Configure what (if any) notification should be sent to users who are currently logged in.

Disposition Options and Their Meanings.

After modifying disposition options, you can save or cancel your changes. 

Note: If you don’t click Save before moving between sections, your changes will be lost. If you choose to revert your changes, you will be asked to confirm your selection.

Rules

In the Rules subsection, you may specify specific parameters about how calls are managed.

There are two areas in the Rules subsection:

• Default rule (1) configuration       
• Custom rules (2) table

Important Notes About Rules:

• Before you can create a Custom rule, a Default rule must be set first. Default rules can be updated from both the legacy and Readymode iQ systems.

• Custom rules, if set, always take precedence over the Default rule. 

Default Rule Configuration

You’ll have several options for configuring your disposition. Here is a breakdown of them all:

• Don’t schedule a callback - Does not set or modify the callback time for the lead. If the lead is in your dialer, it can still be redialed. 
• Schedule a callback - Set or update the lead’s callback time for a future date.
• Add to DNC list - The lead will be added to your internal DNC list.
• Add to DNC list and schedule removal and then automatically removed  - The lead will be added to your internal DNC list, and then be automatically removed from your DNC list after the designated period. 
• Transfer to a queue - The lead will be moved to the designated queue.

Note: When a duration must be set within which to schedule an action, you can do so via the Configure Duration dialog (1).

Custom Rules Table

The Custom Rules table typically begins empty or with rules imported from the legacy system. You can add or modify rules to suit your needs. 

To set up a Custom Rule, click on Add Rule. You can repeat this step to create multiple cascading rules.

Note: The maximum number of Custom Rules is 10.

To delete a Custom Rule, click on the Delete button.

Configuring a Custom Rule

You can now configure your Custom Rule using the options available:

• Logged time (1) - Set the Rule to activate based on the number of times a Call Result has been logged for a particular Lead.
• Condition (2)- Select a parameter to correspond with the Times Logged field. Available options:
  • Since last queue change - The number of times logged since this Lead has been in the current Queue.
  • Total - The total number of times logged for this Lead.
  • Within - The number of times logged for this Lead within a specified time frame.
• Action (3) - Select an Action to take place when the Rule is activated.
• Action settings (4) - This option varies depending on the chosen Action and can range from a duration dial to a queue destination. 

Action Settings

There are two main types of Action Settings:

• Configure Duration.
• Transfer to a queue.

Configuration Duration

The Configure Duration options let you set the time frame for an Action. For example, if scheduling a callback, you can set the duration to 6 months so the lead isn’t called back until then. 

This may be set in Years, Months, Days, Hours, and Minutes. 

After configuring the duration, click Apply to capture the duration to the rule configuration. 

Note: Clicking Apply does not save the rule configuration. After configuring all the parameters, the rule configuration must be saved by clicking on the Save button at the bottom of the custom rules table.

Transfer to a Queue

Transfer to a Queue allows you to decide where to move the lead. This enables you to progress a lead through the various stages of your sales pipeline.

After selecting a queue, click Apply to capture the queue to the rule configuration.

Note: Clicking Apply does not save the rule configuration.

Saving Your Rules

After creating or modifying a rule, the Revert and Save buttons at the bottom of the page will become active. 

Save button - When you click Save, the system verifies that you've completed all the necessary fields. If something is missing, it will show you an error message.

Note: Once you click Save, you can't cancel or undo this action.

Revert button - You can click the Revert button to undo any action performed before saving. This will cancel all changes, and any inputs or selections on the entire page or screen will be lost.

Note: If you don’t click Save before moving between sections, your changes will be lost. If you choose to revert your changes, you will be asked to confirm your selection.

Related Readymode iQ Articles

• About Readymode iQ

• DID Reputation Module

• Call Cadence Playlists Module

• Campaigns User Guide