Using Streem Call Disposition
Understand your team's call success using Streem's Call Disposition feature. With Call Disposition, your team can effortlessly record essential insights after each call, allowing you to document, analyze, and make informed decisions based on the outcomes of every Streem Call. Customize the data points for maximum value and seamless integration into your business needs.
Jump to a section below:
- Why Use Call Disposition
- Quick Start Guide
- How to Customize Call Disposition
- Using Call Disposition
- Best Practices and Tips
Why Use Call Disposition
Call Disposition is a way to categorize call outcomes with your customers. Recording outcomes with customers helps you to track and quantify that your goals are being met through your use of remote video support. There are several types of outcomes that you may want to track, and Call Disposition is designed for complete customization of one or two outcomes – “Diagnosis” and “Disposition.”
Example: If your remote video support goal is to reduce the amount of site visits, consider tracking outcomes such as ‘Resolved on Call’, ‘Pre-inspection Completed’ or ‘Compliance Verified’ as your “Disposition” options.
If your workflow requires an additional label, such as tracking the reason for the call, consider adding a second outcome, or “Diagnosis”.
Quick Start Guide
If you’d like to track a single outcome of your team’s Streem Calls, start by downloading a pre-loaded .csv template with two Disposition values: "Resolved" and "Further Action Needed" here.
Go to Settings
- Call Disposition is available in Settings. If you don't see this option, contact your Customer Success Manager or Streem Support.
- To activate Call Disposition, simply upload your .csv file.
- Once complete, you'll see a green checkmark and confirmation the file was uploaded. Starting at this point, all experts will be prompted to record Call Disposition at the end of every call.
- If you want to change your Disposition options, you can update the .csv file at any time.
- To deactivate Call Disposition, remove the .csv file.
Click here to jump to Using Call Disposition
How to Customize Call Disposition
Define Your Outcomes
To prepare, you will first need to determine what outcomes you would like to track after every call. Download our Call Disposition .CSV template and enter your options in Column B.
To help you get started, we’ve built templates by use cases here. Select a template based on whether you want to capture one or two outcomes.
Follow these guidelines for your file upload to be successful:
Column A: ‘type’
- To capture one outcome, input callDispositionOption in column A only
- To capture a second outcome, use callDiagnosisOption
- Note that Diagnosis options will appear before Disposition options at the end of each call
Column B: ‘label’
- Enter as many outcomes as needed in the ‘label’ column
- Copy ‘type’ in every row that you add an ‘label’
- To upload, the file must be saved as .CSV file format
Using Call Disposition
Once the .CSV file is uploaded, experts will be required to choose a Disposition from a drop-down menu after each call. If you set up a second outcome with ‘type’ callDiagnosisOption, experts will receive a two-prompt workflow.
One outcome (Disposition):
Two-outcome (Diagnosis and Disposition):
Post Call: After selecting from the drop-down menu and clicking done, experts will see Call Disposition on their Call Details page, along with notes and other information from the call:
My Calls: If an expert navigates away from the Streem tab and doesn't choose a Disposition at the end of their call, they will be shown a notice on their call log for each one missing a Disposition. Click into the call log with the error to select a Disposition. If you are an admin, click the “My Calls” tab to ensure your own calls don’tneed action.
Best Practices and Tips
Below are some tips and best practices to get as much out of Disposition as possible for your team:
Limit Drop-Down Size: Keep the drop-down list manageable by limiting the number of options (usually no more than 5) displayed to reduce cognitive overload for your team. If you do have a larger number of choices, experts can begin typing in the search field to narrow options down quickly and efficiently.
Standardization: Maintain consistency in the language and terminology used across the drop-down list to avoid confusion and misuse.
User-Friendly Labels: Use clear, concise, and easily understandable labels to ensure your team can select the appropriate option quickly.
Prioritize Frequent Options: The Diagnosis list you upload will be automatically sorted in alphanumeric order. Place the most used options at the top of the drop-down list for quicker access during call handling by placing numeric values in front of the label. The Disposition list will not sort alphanumerically and will appear in the order you input them in the .CSV.
Regular Review and Updates: Periodically review the drop-down list to remove outdated or rarely used options and add new ones based on evolving business needs.
Add Number or Date to .CSV Name: Adding a date and/or version name to the .CSV file you upload will help with version control to ensure you have the right file.