Setting the Chat Disposition Codes

A chat disposition code logs why a chat ended. For example, because the agent resolved the customer’s query.

Agents must disposition a chat when they end it.

For each chat message gateway that you configure (whether SMS, social media, or web chat), you need to add the chat disposition codes.

Message Gateway configuration provides you with a list of the codes you can use as a chat disposition code. You simply need to choose the codes and save your changes. See the instructions given below.

Note: Only those codes that already exist in your COMPLETION_CODES table and have the field CALLCOMPLETE set to Y will be shown in the Chat Disposition Codes list.

Tip: You can use chat disposition codes to monitor the health of your chat channel. For example, you may want to know:

  • The percentage of chats that are ended because the customer’s query is answered.
  • The percentage of chats that are ended because the customer is directed to another channel.

Warning: You must define at least one chat disposition code for each chat gateway. Otherwise, your agents will not be able to end the chat.

Adding a Disposition Code

To add a disposition code to a chat gateway, follow these steps:

  1. From the Message gateway configuration home page, select the universe that your gateway is in.
  2. Click VIEW for the message gateway that you want to edit.
  3. In the Chat disposition codes section, click Add. The Add chat disposition code page is shown.
  4. In the Code dropdown, select a completion code.
  5. Click Save.

Editing a Disposition Code

If you want to change a chat disposition code that you’ve previously added, you can edit it. To do this, follow these steps:

  1. From the Message gateway configuration home page, select the universe that your gateway is in.
  2. Click VIEW for the message gateway that you want to edit.
  3. In the Chat disposition codes section, click Edit for the chat disposition code that you want to change. The Edit chat disposition code page is shown.
  4. In the Code dropdown, select a completion code.
  5. Click Save.

Deleting a Disposition Code

To delete a chat disposition code, follow these steps:

  1. From the Message gateway configuration home page, select the universe that your gateway is in.
  2. Click VIEW for the message gateway that you want to edit.
  3. In the Chat disposition codes section, click Delete for the chat disposition code that you want to delete. The Confirm Delete dialog appears.
  4. Click DELETE.