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Dispositions are standardised outcome codes that agents apply to each call to classify the result. They are the primary data capture mechanism for reporting, lead re-queue logic, and campaign performance analysis. Each disposition has a short alphanumeric code and can trigger campaign-level automation (for example, auto re-queueing a lead when marked “No Answer”, or flagging a conversion when marked “Sale Closed”). Several system-level dispositions are created automatically by the platform and cannot be deleted. Administrators can add custom dispositions for specific operational workflows.

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Create a disposition

1

Open the form

Navigate to Contact Center → Dispositions and click + Create Disposition.
2

Enter identity and behaviour flags

Set Name, Code, Level, Campaign associations, and the behavioural flags.
3

Enable

Set Status to Enable so agents see the code on their screens.

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Fields

Define a comprehensive disposition set before launching any campaign. Poorly defined dispositions produce low-quality outcome data, which undermines campaign performance analysis and lead re-queue accuracy.