The following table defines the system disposition
Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. values.
Sometimes calls in the ACD display numbers of -1 or -4. These are not dispositions. These numbers mark the position of the call in the ACD before they are delivered to an agent.
| Disposition | Name | Description | Reporting Group Name |
|---|---|---|---|
| 1 | Positive w/Amount | The agent must enter an amount (final). | Positive Outcome |
| 2 | Positive no Amount | The agent does not need to enter an amount (final). | Positive Outcome |
| 3 | Negative — DNC — Skill | The contact's request for the agent to add him to the do not call list only applies to this skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge (final). |
Negative Outcome |
| 4 | Negative — DNC — BU | The contact's request for the agent to add her to the do not call list applies to all skills (final). | Negative Outcome |
| 5 | Negative | The agent received some kind of negative response (final). | Negative |
| 6 | Other | The contact is not qualified, no decision, no further effort required or various bad number responses (destination/phone number final only). | Other Complete |
| 7 | Retry — Rescheduled Agent Specific | The agent received some kind of negative response and scheduled a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with himself in particular. |
Agent Retry |
| 8 | Retry — Rescheduled Specified Date/Time — Any Agent | The contact specified a date and time for a callback, but any agent can handle the call. | Agent Retry |
| 9 | Retry — Rescheduled Later Date/Time Unspecified | The contact did not specify a date and time to reschedule. | Agent Retry |
| 10 | Retry — Not Available | The requested person was unavailable. | Agent Retry |
| 11 | Retry — Answering Machine | If answering machine detection (AMD) settings are off in your system, an agent must retry this record later. | Connect Retry |
| 12 | Final — Answering Machine | If AMD settings are off in your business unit, the system met the primary goal by leaving a message (final). | Positive Outcome |
| 13 | Fax Machine | The agent labeled this number as a fax machine. If AMD settings are off in your business unit, the number of retries is determined by your retry logic. | Connect Retry |
| 14 | Answering Machine Left Message | The dialer reached an answering machine and played a pre-recorded message. | System Retry |
| 15 | Busy | The dialer reached a busy signal. | System Retry |
| 16 | Error | The phone network was unable to place the call. | System Final |
| 17 | Fax | The dialer detected a fax machine. | System Retry |
| 18 | Invalid Number | The number the dialer called was invalid. | System Final |
| 19 | Answering Machine | The dialer reached an answering machine but did not play a pre-recorded message. | System Retry |
| 20 | No Answer | The contact did not answer before the configured timeout. | System Retry |
| 21 | Number Changed | The Called Party Number is no longer assigned. | System Final |
| 22 | Disconnect | The dialer reached a disconnected number. | System Final |
| 23 | Network Busy | The dialer did not connect because no circuit or channel was available. | System Retry |
| 24 | Abandon | Predictive Only — The caller abandoned the call prior to being connected to an agent. | System Retry |
| 25 | Agent Abandon | The agent ended the call prior to being connected to the contact. | System Retry |
| 26 | Manual Suppression | The system suppressed the call because of an entry in the call suppression Temporarily skips a contact when using the outbound dialer. list that someone entered manually. |
Suppressed Final |
| 27 | Webservice Suppression | The system suppressed the call through a web service call. | Suppressed Final |
| 28 | IVR Suppression | The system suppressed the call through an IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. response. |
Suppressed Final |
| 29 | Script Action Suppression | The system suppressed the call through a script action. | Suppressed Final |
| 30 | Bulk Upload Suppression | The system suppressed the call because of an entry in the call suppression Temporarily skips a contact when using the outbound dialer. list that someone added with bulk upload. |
Suppressed Final |
| 31 | None | None | System Final |
| 32 | Called Party Hang Up | The contact hung up before being connected to an agent. | Connect Retry |
| 33 | Force Agent Disconnect | The agent forced a disconnect through the Active Agent Report. | System Retry |
| 34 | Call Takeover | A supervisor took over the call. | Forced Closed Final |
| 35 | Disposition Timeout | The agent did not select a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. for the call before the configured timeout (final). |
Negative Outcome |
| 36 | No Disposition | The agent did not select a disposition option. | System Final |
| 37 | Forced Remove Call |
A web administrator force removed the agent's call. Or, the agent logs out of MAX while on Disposition. |
Forced Closed Final |
| 38 | System Failure | A system failure, such as a failover, occurred. | System Retry |
| 39 | No Ports | The call did not connect because no ports Where information transfers, over a network, between a computer and a server. were available. |
System Retry |
| 40 | Bad Number | The telephone number does not match existing dialing patterns. | System Final |
| 41 | Retry - Preview Requeue | The agent selected the Requeue button in the user interface during a dialer preview. | Preview Reject - Retry |
| 42 | Third Party — Cell Phone | A custom script identified this record as a cell phone when it did not previously have a mark for compliance. | Suppressed Retry |
| 43 | Third Party — DNC | A custom script marked this record for addition to the do not call list. | Suppressed Final |
| 44 | Third Party — Time Zone Restricted | A custom script identified this record as restricted because of its time zone. | Suppressed Retry |
| 45 | Third Party — Legislative Restricted | A custom script identified this record as restricted by legislation. | Suppressed Retry |
| 46 | Script Action 1 | A custom script identified this record as restricted by generic reason 1. | Suppressed Retry |
| 47 | Script Action 2 | A custom script identified this record as restricted by generic reason 2. | Suppressed Retry |
| 48 | No Scripting Disposition | Scripting did not select a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. |
System Final |
| 49 | Agent Specific — Queue Is Full Final | The agent exceeded the maximum queue size for a single agent (final). | System Final |
| 50 | Agent Specific — Queue Is Full | The agent exceeded the maximum queue size for a single agent (not final). | System Retry |
| 51 | Callback Undeliverable | The system did not deliver the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. to an agent before the end of the delivery expiration window. |
System Retry |
| 52 | Agent Specific — Agent Unavailable Final | The system queued the agent-specific call but was unable to deliver it to the agent (final). | System Final |
| 53 | Agent Specific — Agent Unavailable | The system queued the agent-specific call but was unable to deliver it to the agent (not final). | System Retry |
| 54 | Agent Specific — Agentless Skill Final | The system queued an agent-specific call for an agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages.. skill (final). |
System Final |
| 55 | ISDN Cause Code 18 | The phone network was unable to place the call (not final). | System Retry |
| 56 | ISDN Cause Code 21 | The phone network was unable to place the call (non final). | System Retry |
| 57 | ISDN Cause Code 102 | The phone network was unable to place the call (non final). | System Retry |
| 58 | SysUnclassified | The system did not specify a classification. | System Final |
| 60 | DialerBlendingRetry | The system failed to add a call to belnding. | System Retry |
| 61 | Reactivation | Reactivated record | System Retry |
| 62 | SMS Final - Destination | The SMS was successful and other destinations in the record are available to attempt. The record is still active. | System Final |
| 63 | SMS Transport Failure Retry | The SMS was successful but the system will make more attempts on the record. See the Retry Management page in your Personal Connection ACD skill parameters for information about setting the frequency of SMS retries. | System Retry |
| 64 | SMS Failure | The SMS did not send successfully. | System Final |
| 65 | SMS Failure Message too Long | The SMS message is too long and did not send. | System Final |
| 66 | SMS Failure Invalid Transport Code | The SMS message failed due to an invalid transport code | System Final |
| 67 | Email Final | Email was successful. | System Final |
| 68 | Email Failure | Email did not send successfully. | System Final |
| 69 | Email Retry | Email did not send successfully. | System Retry |
| 70 | SMS Final - Record | SMS was successful and the system makes no more attempts on the record. The record is final. | Positive |
| 71 | SMS Retry | The SMS was successful but the system will make more attempts on the record. See the Retry Management page in your Personal Connection ACD skill parameters for information about setting the frequency of SMS retries. | Connect Retry |
| 72 | Retry - Snooze | The agent clicked the Snooze button from a dialer preview window. The attempt snoozed for a pre-defined period of time. | Preview Reject - Retry |
| 73 | Retry - Preview Rescheduled Agent Specific | The agent rescheduled the contact from a dialer preview window and the same agent will handle the rescheduled call. | Preview Reject - Retry |
| 74 | Retry - Preview Rescheduled Any Agent | The agent rescheduled the contact from the dialer preview window and any agent can handle the rescheduled call. | Preview Reject - Retry |
| 75 | Preview Reject - Positive | The agent set a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. from a dialer preview window with a positive sentiment and no amount entered. |
Preview Reject - Positive |
| 76 | Preview Reject - Positive w/Amount | The agent set a disposition from a dialer preview window with a positive sentiment and an amount entered. | Preview Reject - Positive |
| 77 | Preview Reject - Negative | The agent set a disposition from a dialer preview window with a negative sentiment. | Preview Reject - Negative |
| 78 | Preview Reject - Negative DNC BU | The agent set a disposition from a dialer preview window with a negative sentiment. The contact requested to be added to the business unit do not call list. | Preview Reject - Negative |
| 79 | Preview Reject - Negative DNC Skill | The agent set a disposition from a dialer preview window with a negative sentiment. The contact requested to be added to the skill do not call list. | Preview Reject - Negative |
| 80 | Preview Reject - Negative Other | The agent set a disposition from a dialer preview window with a negative sentiment for a reason classified as "other." | Preview Reject - Other |
|
81 |
Proactive Identified - Fax | The agent identified the destination as a fax number by pressing the Fax button in the MAX interface. | System Retry |
| 82 | Proactive Identified - Answering Machine | The agent identified the destination as an answering machine by pressing the Answering Machine button in the MAX interface. | System Retry |
| 83 | Proactive Identified - Bad Number | The agent identified the destination as a bad number by pressing the Bad Number button in the MAX interface. | System Retry |
| 84 | Proactive Identified - Answering Machine Left Message Long | The agent identified the destination as an answering machine by pressing the Answering Machine button in the MAX interface. Additionally, the system initialed the default action for Classify with Answering Machine Detection (AMD) options in the CPA Management page in your Personal Connection |
System Retry |
| 85 | Agent Session Timed Out | Agent session timed out during manual out-of-network call | System Retry |
| 86 | Agent Override Answering Machine - No Message | The agent used the Answering Machine Agent Override button in MAX after AMD completed. This means End Call and Disposition or Execute Custom Script are selected under CPA (call progress analysis) Management in ACD Skills. CPA Management can be configured to leave the override button available after AMD completes in case AMD misdiagnoses the call as active when it is an answering machine. When the agent uses this button, it will attempt to use the configured AMD option. | System Retry |
| 87 | Agent Override Answering Machine - System Left Message | When the AMD option Play Message is configured. | System Retry |
| 90 | Call Blocked by Carrier Analytics | Call was not delivered, analytics determined the call to be unwanted traffic (SIP 608). This can be managed on the Retry Management page in your Personal Connection ACD skill parameters. | System Retry |
| 91 | Call Refused By Customer | Call was identified by a human at the target location to be unwanted (SIP 603, SIP 607). This can be managed on the Retry Management page in your Personal Connection ACD skill parameters. | System Retry |
| 92 | Live Person Left Message | Personal Connection delivered a message to a live person. | Agentless MessageLaydown |
| 93 | Live Person Left Message Attempts Max | Personal Connection tried to deliver a message to a live person, but the message was interrupted. When the message is interrupted it starts over and attempts to play again. The message attempted to play the maximum number of times. | Agentless Message Laydown |
| 94 | Live Person Left Message Partial | Personal Connection delivered a partial message to a live person. This means the person ended the call before the message was completed. | Agentless Message Laydown |
| 95 | Answering Machine Left Message Partial | Personal Connection delivered a partial message to an answering machine. The answering machine ended the call before the message was completed. | Agentless Message Laydown |
| 96 | Answering Machine Left Message Attempts Max | Personal Connection tried to deliver a message to an answering machine, but the message was interrupted. When the message is interrupted it starts over and attempts to play again. The message attempted to play the maximum number of times. | Agentless Message Laydown |
| 97 | Agent Override Fax Machine |
The agent used the Fax Machine Override button in MAX after AMD completed. This means End Call and Disposition or Execute Custom Script are selected under CPA Management in ACD Skills. CPA Management can be configured to leave the override button available after AMD completes in case AMD misdiagnoses the call as active when it's really a fax machine. When the agent uses this button, it will attempt to use the configured AMD option. |
System Retry |