Have you ever closed a customer chat and wondered how to keep track of what actually happened?
Was the issue resolved, escalated, or left open?
This is where Disposition Codes in Microsoft Copilot Service Admin Center come in.
Disposition Codes help agents categorize the outcome of each customer interaction across channels like chat.
For managers, they provide valuable data for reporting, analytics, and improving customer service quality.
In this guide, we’ll walk you step by step on how to configure and use disposition codes in Copilot Omnichannel workstreams.
What Are Disposition Codes?
Disposition Codes are labels agents select when ending a customer interaction. They:
- Capture the reason or outcome of the session (e.g., Resolved, Escalated, Do Not Contact).
- Provide structured data for reporting and analytics.
- Help identify service patterns such as repeated issues or frequent escalations.
Tip: Well-structured disposition codes give leaders better insights into customer satisfaction and agent performance.
Pre-Requisites Before Configuration
Before you start, ensure the following roles and privileges are correctly assigned:
- Security Roles Required: Omnichannel Agent, Omnichannel Administrator.
- Agent Privileges: Ability to read and append disposition codes...Read More>>
