Disposition Codes Explained: How to Track and Report on Dynamics 365 Customer Service Outcomes
Disposition codes in Dynamics 365 Customer Service and Contact Center help track conversation outcomes beyond mere occurrence, offering standardized insights for reporting. Configured by administrators, these codes allow customer service reps to log outcomes like 'Product Return Completed,' ensuring consistent data for analytics. Such insights help leaders identify customer outreach trends, evaluate agent effectiveness, and improve customer experiences. To use disposition codes, administrators first enable the feature and set guidelines within the Copilot Service Admin Center. They can also tailor settings for specific workstreams, requiring agents to select codes before closing sessions. Proper security roles or form visibility ensure reps can access disposition code functionalities.
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