CRM › Interaction Centre
Dispositions
The reasons a call can be closed with. Configuration rather than free text, because a disposition somebody types is a disposition nobody can count.
Where to find it
- Module: CRM
- Group: Service & Engagement
- Section: Interaction Centre
- Screen: Dispositions
Address in the console: /crm/call-dispositions
List · 9 columns · 10 fields on its form · 2 of them required
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Code | Code | code |
| Reason | Text | name |
| Category | Status | category |
| Needs a follow-up | Yes or no | requires_followup |
| Raises a case | Yes or no | creates_case |
| Raises an opportunity | Yes or no | creates_opportunity |
| Resolved | Yes or no | is_resolution |
| Used (30d) | Number | used_30d |
| Active | Yes or no | is_active |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Code required | Text | ||
| Reason required | Text | ||
| Local reason | Text | ||
| Category | Text | ||
| Needs a follow-up | Yes or no | ||
| Raises a case | Yes or no | A disposition that implies an action and does not trigger one produces a promise nobody keeps. | |
| Raises an opportunity | Yes or no | ||
| Counts as resolved | Yes or no | ||
| Order | Number | ||
| Active | Yes or no |
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.