Call Dispositions

Call dispositions help your team label and track call outcomes—whether completed, sent to voicemail, or requiring a follow-up call. This keeps customer interactions organized and provides clear, actionable call reporting.

Who can use this

You must be a Company or Office Admin to create a call disposition list. Call dispositions can be used by Admins, Supervisors, and agents. Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.

Create a call disposition list 

Create a call disposition list to give your agents a choice of call dispositions (outcomes) for their calls.

Office Admins can create call disposition lists that can be applied to Contact Centers and Coaching Teams.

To create a Call Disposition List, head to your Dialpad Admin Settings.

1. Navigate to Dialpad Admin Settings > Office and select Office Settings

2. Go to Call Disposition Lists and select Add new call disposition list

   

3. In the Disposition List pop-out menu, enter information for these fields:

   List name	The disposition list name.
   Dispositions	Name of the disposition.
   Call direction	The call direction where the disposition code is available: Everything: Disposition code will be available for inbound and outbound calls. Inbound: Disposition code will be available for inbound calls. Outbound: Disposition code will be available for outbound calls.
   Sub-disposition	A sub-disposition (optional) The first disposition created is the high-level disposition. You can, but are not required, to add a child/sub-disposition relationship — if you do, this allows a Disposition:sub-disposition.

4. Select Add disposition to add another call disposition (optional)

5. Select Save Changes

   

Enable Call Dispositions 

Once created, Office Admins, as well as Coaches and Contact Center Admins, can enable call dispositions lists to their Contact Centers and Coaching Teams.

Enable call dispositions for Contact Centers

To use call dispositions in your Contact Center, you must apply the call disposition list to the Contact Center.

1. Navigate to Dialpad Admin Settings > Office and select Office Settings

2. Go to Call Dispositions List and select Options > Apply to contact centers from a disposition in the list

   

3. Select the desired Contact Centers

4. Select Close

If a Contact Center has multiple call disposition lists applied, admins can choose which one they want to use from their Contact Center's Advanced Settings.

Enable call dispositions for Coaching Teams

To apply call dispositions to your Coaching Team, go to your Dialpad Admin Settings.

1. Navigate to Dialpad Admin Settings > Coaching Teams and choose the desired Coaching Team

2. Go to Call Dispositions > Call Disposition Lists

3. Select a call disposition list

   

Tip

If you want to limit the number of disposition codes an agent can choose, select Only allow agent to select one disposition code.

Delete a call disposition list 

To delete a call disposition list, go to your Dialpad Admin Settings.

1. Navigate to Dialpad Admin Settings > Office and select Office Settings

2. Go to Call Dispositions List and select Options > Delete from a disposition list

   

3. Confirm deletion

Note

You cannot delete a call disposition list while it's in use. To to delete it, first, remove it from all Contact Centers and Coaching Teams.

Edit a call disposition list

To edit a call disposition list, go to your Dialpad Admin Settings.

1. Navigate to Dialpad Admin Settings > Office and select Office Settings

2. Go to Call Dispositions List and select Options > Edit from a disposition list

   

3. Make your changes, as needed

   • To move a disposition, select the disposition and drag it to a different position.

   • To delete a disposition, select the options menu, then select Delete.

   • To add a new disposition, select Add disposition.
     

4. Select Save Changes

Default dispositions

Dispositions that are used frequently can be set as a default option when agents finish calls, saving time when completing post-call activities.

Default dispositions are automatically selected when the agent finishes a call. Agents can change the disposition to something else if the default disposition is not relevant.

Default dispositions can be set and changed at any time.

To set a default disposition, select Options > Set as default from the disposition.

Default dispositions are highlighted by the Default tag.

To remove a default disposition, select Options > Remove default from the disposition.

Tip

Default dispositions are not mandatory when creating a call disposition list.

Frequently asked questions

Can I apply different call disposition lists to different Coaching Teams?

Yes, you can apply different Call Disposition Lists to different Coaching Teams.

Are disposition lists backward compatible?

Yes, all Disposition Lists are backward compatible. All options are available as the high-level disposition code, with the option to add sub-dispositions. The Everything direction of all current Dispositions Lists will be applied so that the disposition codes can be selected for both inbound and outbound calls.

Can I limit the number of disposition codes that Contact Center agents can use?

Yes! Contact Center Admins can limit agents to selecting only 1 disposition code at the Contact Center level. By default, agents can select 2 unless this option is enabled.