Notes made Required for certain Disposition Codes

[JoeUICZoom]

Our Contact Center team is wondering if we can make entering notes required for certain disposition codes.  One example would be that we have a disposition code that says call was transferred to the Executive Director.  The CC Manager would like to require a reason given for transferring calls to the Executive Director.  The manager has also asked if those notes could be included in one of the reports that they run as currently they do not see notes in any of the reports.

[ArvinG]

Hi @JoeUICZoom – It sounds like you want a setup that requires a selective enforcement of notes based on specific disposition codes. Honestly, this is really good idea but it isn't available yet in the current version. Right now, it's an all or nothing setup at the Call Queue level. I do think that adding sub dispositions might help with your reporting:

In the Admin Portal > Contact Center Management > Logs. There's a column there that has both the Disposition + Sub Disposition + Notes added by an agent which you can export in a CSV file that the CC Manager can use for reporting purposes:

Let me know if this works for you! 

[JoeUICZoom]

Hi @ArvinG 

That looks great.  We have been using the SubDispositions to break out more reasons for call forwards and other actions.  I can see that the logs your pointed to will give the data that we are looking for.  Is there a way to automate this into a report that can be viewed by our Contact Center Supervisors?  They do not have access to the Contact Center Management section of the Admin Portal, but they are our decision makers viewing data through Analytics & Reports > Contact Center and CX Analytics.

Thank you

[ArvinG · Accepted solution]

Hi @JoeUICZoom – Yes, there is a way to automate reports for Contact Center Supervisors without giving them access to the entire Contact Center Management section. Could you check out this Zoom Clip and let me know if this is what you're looking for?

PS: If you're interested in the Open Office Hours we host for Zoom Contact Center, here's the link.

[VanessaVaZoomie]

@JoeUICZoom -- Hey there! @ArvinG gave a great solution below! We submitted this idea as a feature request for the product team to review because it was a great idea, and other customers had the same request. We can't promise a release date, but please know that you (and others) have been heard, and we have written up a feature request regarding it.

In addition to that, you should come to our CX Analytics webinar on July 24! I'm hosting it and we will be reviewing the new "data privileges" feature in CX Analytics that addresses your exact problem. You can now make and give custom roles that have certain access to Contact Center, but also in the data they can see in reports! 

Register here and give me a shoutout in the Q&A thread when you attend! We will have live Q&A afterwards.