Request and review a disposition correction

A disposition correction records a proposed change to a call outcome. The review page lets authorised reviewers approve or reject those corrections.

Navigation pathCalls → Change disposition; Configuration → Disposition Changes

PrerequisitesA reviewed call and a factual reason for the correction.

Usage steps

Find the call in Calls and inspect the conversation evidence.
Use Change disposition to choose the appropriate outcome and complete the requested reason or confirmation fields.
Open Configuration → Disposition Changes to review submitted corrections.
In Pending review, compare the current and proposed outcomes, reason, requester and time. Use the call ID to investigate the underlying record.
An authorised reviewer can choose Approve or Reject. Use the Approved and Rejected tabs to review previous decisions.

Request and review a disposition correction — Figure 35. Disposition Changes separates pending corrections from approved and rejected decisions.

Expected result. The correction has a recorded review decision.

Practical notes and troubleshooting. Do not approve a correction solely from its label. Check the call evidence and the reason for the proposed change.

Use the dashboard to investigate performanceDashboard summarises calls for a selected date range and agent. Its metric links let you move from an overall number to the call records behind it.Find and export call recordsCall Logs is the searchable history used for investigation and follow-up. Filters narrow the list before you open a recording or export records.