How to Create Dispositions

Dispositions are standardised outcome codes that agents apply to each call to classify its result. They are the primary data capture mechanism for reporting, lead re-queue logic, and campaign performance analysis.

Navigate to Dispositions

Go to Contact Center → Dispositions in the left sidebar menu.

Create a disposition

Click + Create Disposition.

Fill in the fields

Field	Description
Name (required)	Descriptive label (e.g. “Interested - Callback”, “Not Interested”, “Sale Closed”).
Code (required)	Short alphanumeric code used in reports and API references (e.g. CB, NI, SALE). Must be unique.
Level	Hierarchical classification level for grouping in reporting views.
Campaigns	Associates this disposition with specific campaigns. If blank, the disposition is available globally.
Human Answer (required)	Set to Yes if this disposition indicates a live human answered. Used for AMD logic and reporting.
Sale (required)	Set to Yes to flag this disposition as a successful conversion. Feeds into campaign conversion rate metrics.
Status (required)	Enable to make available to agents. Disabled dispositions are hidden from agent screens.
Callback (required)	Set to Yes to trigger automatic re-queuing of the lead for a follow-up call.

Save the disposition

Click Save.

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

Get Started

How-to Guide

Dashboards

Users and Access

Call Routing

Campaigns

Leads

Messaging

Agent Workspace

Reports and Recording

Settings

Reference