Adding notes or dispositions in zoom app

Depending on how your admins have configured the system, agents may be prompted to enter a wrap-up time after each engagement at which they can select a disposition. Each engagement can be assigned a disposition, which allows you to specify the outcome or topic for the conversation. It is important to follow up with the consumer after a follow-up disposition, for instance.

Adding a note to an engagement can also be a great idea in order to provide general information to other agents and supervisors who may need to refer to it. If you choose a certain disposition, you might want to add a brief explanation of why you made that choice. Notes are listed chronologically in the engagement, then by the published timestamp attached to every note, with the engagement agent assigned to each note. The order of the notes will not be affected by the editing of an existing note if it is edited by an agent.

Prerequisites for adding notes or dispositions

• For Windows or macOS, Zoom desktop client version 5.11.3 or greater is required

• Whether you are a Business, Education, or Pro account holder

• The license for Zoom Contact Center can be purchased here.

• Your admin has added dispositions to the queue associated with dispositions

Note: It is possible to attach notes and dispositions to any communication channel (voice, video, chat, and SMS).

How to add a disposition

1. Using Zoom’s desktop client, you will need to sign in.

2. Incoming voice, video, chat, or SMS engagements will be received. Alternatively, you can send an SMS or a voice call outbound.

3. This is the end of the engagement.

   • The active engagement window will redirect you to the Engagement tab once you click the Engage tab.

   • As the engagement moves to the left-side panel, it will be moved to the section where the MESSAGING WRAP-UP will be displayed for chat and SMS engagements. During the wrap-up period for voice or video engagements, it will remain in the ACTIVE section during the duration of the engagement.

4. You can select a disposition from the Disposition drop-down list by clicking on the Dispositions option.

5. Click on the Done button.
   After the engagement has been completed, the left-side panel will display the section COMPLETE on the engagement.

6. If you wish, you can add a note explaining what you mean.

How to add a note

1. Using Zoom’s desktop client, you will need to sign in.

2. Incoming voice, video, chat, or SMS engagements will be received. Also, you have the option of making an outbound phone call or sending an SMS.

3. This is the end of the engagement.
   The active engagement window will redirect you to the Engagement tab once you click the Engage button.

4. Enter your note in the Add note section, then click the Publish button to add your note.
   There will be a section called Published notes where your notes will appear. Obviously, this note will also be visible to other agents in case they get a call from the same contact in the future. There will be a section of Published notes in which the notes that have been published most recently will appear first.

5. Please note that it is optional to edit your note by clicking the pencil icon, then click Save.
   Upon saving your note, the timestamp will be updated. As a result, other agents will be notified that the note has been edited as well.