--- title: "Call Dispositions" slug: "enable-create-call-dispositions" description: "Familiarize yourself with how Call Disposition allows you to paint a complete picture of every call and report on every outcome." tags: ["dialpad features", "dialpad call center", "desktop app", "ai contact center", "call dispositions", "Dialpad sell", "Contact Center ", "ai sales"] updated: 2026-01-29T20:00:42Z published: 2026-01-29T20:00:42Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # 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. > [!NOTE] > Who can use this > > Call dispositions are available to Dialpad users on a Dialpad Support or Dialpad Sell Plan. > > To create a call disposition list, you must be an Office Admin. ## 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](/v1/docs/ai-contact-center-1) and [Coaching Teams](/v1/docs/manage-a-coaching-team). [YouTube video player](https://www.youtube.com/embed/G9LGooSeXA4?si=U-A-OuWtGhgbNYmd) 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** ![Office settings page displaying call disposition lists and options for agents.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Add new call disposition.png) 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** ![Call disposition settings for managing inbound and outbound call categories and actions.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Add dispositions and sub dispositions.png) ## 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 ![Overview of call disposition lists with option to apply settings.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Apply call disposition list to CC.png) 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**. ![Overview of call disposition settings and policies, highlighting option to choose a Call Disposition List.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/CC call disposition list.png) ### **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 ![Settings page for adding call disposition lists to coaching teams.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/CT call disposition list.png) > [!TIP] > 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 ![Overview of call disposition lists with option to delete entries.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Delete call disposition list.png) 3. Confirm deletion > [!NOTE] > 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 ![Overview of call disposition lists with option to edit settings.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit call disposition list.png) 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.** ![Call disposition lists with highlighted options adjusting disposition option positions, deleting options, and adding more dispositions.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit subdispositions in disposition list.png) 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. ![Call disposition lists showing option to set a disposition or sub-dispositions as the default.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Set default disposition.png) Default dispositions are highlighted by the **Default**tag. ![A disposition list showing an option listed the default disposition or sub-disposition.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Default disposition display.png) To remove a default disposition, select **Options** > **Remove default** from the disposition. ![Interface showing disposition list with option to remove default tag from disposition or sub-disposition.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Remove default disposition tag.png) > [!TIP] > 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. ![Screen_Shot_2023-02-10_at_3.44.00_PM__1_.png](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/12946881659675.png) ## Related - [Log a Call Disposition](/log-a-call-disposition.md) - [Dialpad + Screen Pop](/dialpad-screen-pop.md) - [Admin Settings](/admin-settings.md)