In the Outcomes window in CXone Agent, you can indicate the result of interactions. How you do this depends on the interaction type, such as call, chat, social message, voicemail, and so on. It also depends on the settings configured by your administrator. Indicating the result of an interaction may be required or optional. There are two ways to indicate the result of an interaction: statuses and dispositions.
Statuses
Statuses indicate the result of these kinds of interactions:
You cannot assign statuses to calls or voicemails.
There are six possible statuses: new, open, pending, escalated, resolved, and closed.
Dispositions
Dispositions indicate the result of calls and voicemails. Your administrator can also set up dispositions for any interaction type. For example, if dispositions are set up for your chat skill
Used to automate delivery of interactions based on agent skills, abilities, and knowledge, you can assign it a status and a disposition.
Elinor Dashwood is an agent at Classics, Inc. She receives a call, an email, and a Twitter message. After the call, she assigns it a Disposition. She then opens the email and resolves the contact's issue. She assigns it a Status of resolved. For the Twitter message, both the Status and Disposition fields appear. She resolved the contact's issue, but wants to call him later to make sure his order was delivered. She assigns the Twitter message a Status of resolved and a Disposition of rescheduled.
Tags and Notes
You may also see these fields in the Outcomes window:
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Tags: Enter tags to help you find the interaction later.
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Notes: Enter notes about the interaction.
Assign Statuses and Dispositions
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Open an interaction. Click Outcomes at the bottom of your screen to expand the Outcomes window.
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Assign a Status, a Disposition, or both to the interaction.
- You can enter Notes about the interaction. You can also add Tags to help you find the interaction later.
- Click Save.
