For many call centers and businesses, it may be essential for agents to add Notes to calls that state the Disposition of a call and the Reason for that call. With the Notes modal of the Call History page, you can label the outcome of both inbound and outbound calls by selecting a Disposition. You can also select a Reason for the call and write notes to further explain what happened with the call. Utilizing the Notes function of the Call History can make it easier for other agents to understand exactly what happened on a specific call you handled, how successful the call was, and if further action or follow-up is necessary.

Make a Request to Add Dispositions

Since the selectable Dispositions and Reasons for call log notes are custom, you will need to make a request to our Technical Support team to have Dispositions and Reasons added to your account. 

When requesting for Dispositions and Reasons to be added, it is recommended to include the following information:

• Your preferred names for the Dispositions that you should be able to see.
• The names of Call Reasons that you would like added to each new disposition. Multiple reasons can be added for a single disposition.
• If adding Notes to call logs should be restricted to specific users or user scopes, list the users and/or user scopes that should be able to use this function.
• If you would like Disposition data to be shown in call history exports.
• If you do want disposition data shown in exports, note if this data should only be available for exports pulled by a specific user or user scope (e.g., Call Center Supervisors, Site Managers, Office Managers, etc.)

Add a Disposition Note to a Call Log

Once our Technical Support team has added Dispositions and Reasons for your account, you will now be able to select a Disposition and Reason while adding a note to a call log. 

1. Navigate to the Call History page of your Stratus web portal. 
2. Find the call you would like to add a Disposition to and click the Add Notes icon next to it.
   
3. In the Notes menu, select the Disposition and Reason for the call and type a description of the call in the Notes box.
   
4. Click the Save button when you are finished.
5. Refresh the page and the Disposition should be listed in the Disposition column.
   
   

   Quick Tip: If you cannot see the Disposition column, you can click the Columns button and select Disposition to show that column.

   

    

View and Export Dispositions

While viewing the Call History page, you can scan the Disposition column to review the Dispositions selected for your call logs. 

Once a note has been added to a call log, you can edit the note at any time by clicking the Edit Notes icon. 

By clicking the Exports button, you can download your call logs and their data as a spreadsheet. 

If you have had our Technical Support team show Disposition information in your call history exports, you can also view the Dispositions, Reasons, and Notes for calls.