Disposition Codes for AWS Connect call centers?
Anyone who has been around a call center for any period of time quickly learns the importance of “disposition codes”. These are typically selected from a drop down list as the agent wraps up a phone call. These should not be confused with agent status codes like on break, lunch or staff meeting! These codes are specific to the phone call results.
A typical scenario would be a centralized scheduling center at a hospital, dental or physicians medical practice. Scheduling handles calls for patients looking to confirm, change or arrange an appointment. A “disposition code”, especially one that is searchable and reportable would be a big assist to the management team.
At the end of a call, the agent might select from a pre-populated list the reason or the “disposition” of the call”. For example “Patient Cancelled”, “Patient Confirmed” or “Patient Changed Appointment”. These are all very useful dispositions that enable call center managers to better understand what is driving call volume and in this way they can better staff their service queues.
We have learned to build dispositions into our Dextr dashboard as AWS Connect does not provide for disposition codes in its standard product offering. You will need to put some development resources to work or better yet, you just need to make use of a Dextr.Cloud dashboard and get this and many other features that all call centers need, but may not be available out of the box for AWS Connect!
Head over to https://go.dextr.cloud or https://dextr.cloud and give it a try!
