Table of Contents
Overview
When an agent ends a call, it is important to log the outcome status of the call and if the contact moves forward in the sales process. These statuses are valuable in helping the admin to
analyze sales and support calling operations
monitor agents' performance, and
track lead statuses
Aloware creates a set of default call dispositions on all accounts with a lock icon. No one can delete the locked call and contact dispositions. If a call or contact disposition is deleted from the integrated CRM like HubSpot, it will get unlocked around 5:00 PM PST. Aloware synchronizes Call and Contact disposition daily.
Contact Dispositions
Contact Dispositions help users to track the lead's status in your sales flow. Different contacts respond to different sales calls. It is important to log their statuses, so the agent and the admin would know what steps to do next.
In Aloware, default contact dispositions are generally created in this sequential manner:
Attempted to call
Bad timing
Connected
In progress
New
Open
Open Deal
Unqualified
Screenshot of Contact Disposition set after a call:
To set a Contact Disposition,
Once you finished a call, go to the Contact Disposition field
Select from the dropdown menu the status of the contact
Add and Customize Contact Dispositions
📝 Note - Only Admins can customize contact dispositions.
To add Contact Dispositions,
In your Aloware account, navigate to the Accounts tab
Go to Contact Dispositions, click the +Add New Contact Disposition button on the upper right of the screen
Provide a Name and Description that is easily understood by you and your team
Click the Add button
To customize contact disposition, click Edit.
Edit the Call Disposition name, click Save
Confirmation
You should be able to see the added Contact Disposition in the list
The added Call Disposition should be on the list selection after the call ends.
Call Dispositions
Call Disposition is labeling or tagging the outcome of a call. This allows the agent to record accurate assessments since this is being done right after a call ends.
Aloware has default call dispositions on all accounts with a lock icon. Default options are:
Busy
Connected
Left live message
Left voicemail
No answer
Wrong number
Add and Customize Call Dispositions
📝 Note - Customizing and adding call dispositions can only be done by the Admins.
In your Aloware account, navigate to the Accounts tab
Go to the Call Dispositions section, click the +Add New Call Disposition button on the upper right of the screen
Provide a Name and Call Description that is easily understood by you and your team
Click the Add button
Confirmation
Your newly created Call Disposition should display in the list.
As a user, you should be able to see the new call disposition at the end of a call.
Passive Communication (SMS, Email, Fax) Dispositions
Aloware automatically assigns dispositions for Passive Communications, which users can't modify or change. Aloware defines these based on the routing status of the communication.
Default dispositions include:
In-progress
Completed
Failed
Invalid
Screenshot of Passive Communication Disposition
To know the disposition assigned:
When you send a message to a contact, hover your mouse over the sent message
Click the question mark icon
Communication info will display
