Disposition Codes Explained: How to track and Report on D365 CS Outcomes

As a customer service leader, have you ever had the need to report on how customer service conversations actually end, not just that they happened? This is where disposition codes come in. Disposition codes in Dynamics 365 Customer Service and Contact Center allow customer service reps to capture the outcome of a chat or voice conversation by selecting from a pre-determined list of disposition codes. For example a customer service rep has a chat (or voice) conversation with a customer about a product return which he/she is able to resolve during the conversation. The disposition code in this scenario could be 'Product Return Completed'...Read More

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