Configure disposition codes

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Disposition codes allow you to categorize and record the outcome of the customers interaction with the customer service representative (service representatives or representatives), helping you to assess and improve customer interactions.

Enable disposition codes

1. In the Copilot Service admin center, select Customer settings in Customer support.
2. In the Customer settings page, select Manage for Disposition code.
3. On the Disposition Code page, select the Turn on Disposition Code checkbox.
4. In the New Disposition Code textbox, specify a name for the disposition code, and then select Add. The disposition code is added to the list of disposition codes. You can add more disposition codes by repeating the previous step.
5. Select a disposition code from the list, and then select Delete to remove the disposition code.

Note

Even if you delete a disposition code that is associated with a conversation, the conversation still displays the disposition code. 6. Select Save.

Runtime experience

When you enable disposition codes, service representatives can't close a session without selecting a disposition code. The disposition code is recorded in the conversation transcript and can be used for reporting and analysis. Learn more in Disposition codes.

Related information

View customer information on Active Conversation form
Manage sessions in the workspace app