Dispositions

Create sets based on team, record type, and integration

📜 Introduction

Dispositions are an essential aspect of any CCasS offering, allowing agents to quickly summarize the myriad potential outcomes of their conversations with customers. Refining these outcomes to a handful of values per outcome type makes for easier reporting and clear metrics for agents to measure themselves against.

🔑 Stats

  • Role: Lead Designer

  • Team: 1 D, 1 PM, 1 FEE, 1 BEE

  • Duration: 6 months

🤔 The Problem

Until this point, Tenfold had been handling dispositions the “traditional” way: the dispositions you received during a call were based on two things:

  1. the team you were on

  2. the type of record that the call was matched to

Ex: if you matched with a Contact record, you received Contact dispositions.

Our customers had begun to feel that this wasn’t quite enough. Setting up disposition sets one team at a time was time-consuming, and limiting the available dispositions to only the matched record type was too restrictive. Conversations are nuanced, teams are hybridized, support cases can turn into sales opportunities, and your ability to capture these outcomes needs to be just as flexible.

💡 The Solution

  • Present all disposition sets in a summary view

  • Allow one set to be applied to multiple teams

  • Additional configuration settings:

    • Integration (Salesforce, Zendesk, etc)

    • Channel (Voice, Chat, etc)

    • Direction (Inbound, Outbound)

  • While the “matched record type” requirement would remain, you can now pull dispositions from related record types into your disposition set

    • Ex: if you set your matched record type as “Lead”, you can add Lead, Opportunity, Task, and Follow-up dispositions.

  • General UI improvements:

    • Expand/collapse

    • Drag and drop

    • Clearer indication of required dispositions

    • Clearer indication that certain dispositions are nested within one or more dispositions

    • Clearer indication that a particular disposition will render as a multi-select dropdown

👀 The Results

Summary view

Rather than only ever seeing dispositions sets one-at-a-time, the admin can now:

  • See every set made for the entire company

  • See which teams they’ve been configured for

  • See which objects and channels they’ve been configured for

  • See whether or not Salesforce High-Velocity Sales (now called Sales Engagement) has been enabled

  • Toggle a set on or off

Creating a disposition set

No longer solely dependent on which team and object has been chosen, the admin can now build a disposition set around:

  • A specific integration

  • A specific channel (like voice or chat)

  • Inbound or outbound directions

  • Multiple teams at once

Additionally, the admin is no longer limited to only the dispositions associated with the primary matched object, and can grab as many dispositions from related objects as they’d like

General UX/UI improvements

  • High-Velocity Sales can now be configured here instead of in its own dedicated feature page

  • Drag and drop dispositions to change their order

  • Expand/collapse dispositions

  • Clearer indication of required dispositions

  • Clearer indication that certain dispositions are nested within one or more dispositions

  • Clearer indication that a particular disposition will render as a multi-select dropdown

UI improvements

Nested dispositions