Dispositioning A Contact

In the SiX agent, if a skill is configured to accept dispositions, dispositions and notes can be entered during the contact. Dispositions can be configured for any contact type.  They will be attached to each contact card.

1

Click DISPOSITION On Contact Card

2

Select A Disposition From The List

Secondary Dispositions can be configured for a skill and they are not required.

3

Enter Notes

4

Click SAVE

The SAVE button will save the form and minimize it until the contact is completed.

5

Select Task and Contact

The Task drop down contains all the ServiceNow tasks that were navigated to during the call.

The Contact drop down contains all the ServiceNow contacts that were navigated to during the call.

The refresh button next to the Task field will update the Task and Contact fields with the latest ServiceNow objects.

6

Select SUBMIT

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