Taking notes & call dispositions

Capture key details during and after a call. Agents write notes, assign dispositions, and use wrap-up timers, all saved automatically to Salesforce records.

Add notes during a call

• Open the Notes field in the Smart Panel while on a live call.
• Enter key details, questions, or follow-ups in real time.
• Notes save directly to the Salesforce record once the call ends.

Tip: Keep notes short and focused. They are meant for context, not full transcripts.

Apply call dispositions

• Choose a disposition (status or outcome) at the end of the call.
• Examples: Left Voicemail, Connected, No Answer, Interested, Not Interested.
• Dispositions are customizable in Salesforce, so admins can align them with organizational processes.

Use wrap-up timers

• The wrap-up timer starts automatically when a call ends.
• Agents finalize notes and apply dispositions before moving to the next call.
• This ensures every interaction is documented properly.

Review saved notes and dispositions

• Notes and dispositions are stored in the Salesforce Activity Timeline.
• Future agents can view them before the next call to maintain continuity.

Best practices

• Standardize dispositions across your organization for reporting consistency.
• Train agents to always leave at least a short note, even for No Answer calls.
• Use wrap-up timers to avoid rushed or incomplete logging.

Troubleshooting

Disposition list not showing. Check that dispositions have been configured by an admin.

Notes not saving. Ensure the user has write access to the related Salesforce object.

Wrap-up timer missing. Confirm it is enabled in the WorkDial General Settings.