Call Dispositions

Call dispositions let your team label and track the outcome of each call, whether it was completed, a voicemail was left, or follow-up is needed. This helps manage customer interactions and provides clear reporting on call results.

Let's take a look at how to create and enable call dispositions.

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 Office
2. Select Office Settings
3. Select Call Disposition Lists
4. Select Add new call disposition list 
5. In the pop-out menu, name your disposition list
6. Name the disposition
7. Add 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.
8. Select the call direction
   1. Everything: Disposition code will be available for inbound and outbound calls.
   2. Inbound: Disposition code will be available for inbound calls.
   3. Outbound: Disposition code will be available for outbound calls.
9. Select Add disposition to add another call disposition 
10. 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 Centers, first you'll need to apply the call disposition list head to the Contact Center. 

Head to your Dialpad Admin Settings.

1. Navigate to Office
2. Select Office Settings
3. Navigate to Call Dispositions List
4. Beside the Disposition List, select Options 
5. Select Apply to contact centers 
6. Select the desired Contact Centers
7. Select Close to save 

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, head to your Dialpad Admin Settings.

1. Select Coaching Teams
2. Choose the desired Coaching Team
3. Navigate to Call Dispositions 
4. Navigate to Call Disposition Lists
5. Select a Call Disposition List 

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

Delete a call disposition list 

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

1. Navigate to Office
2. Select Office Settings
3. Navigate to Call Dispositions List
4. Beside the disposition list, select Options 
5. Select Delete
6. Confirm deletion

Edit a call disposition list

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

1. Navigate to Office
2. Select Office Settings
3. Navigate to Call Dispositions List
4. Beside the disposition list, select Options 
5. Select Edit
6. Make your changes
   1. To move a disposition, select the options menu and drag it to a different disposition
   2. To delete a disposition, hover over the disposition, then select the trashcan
   3. To add a new disposition, select + Add disposition 
      
7. Select Save Changes

Default dispositions

Are your teams repeatedly using the same disposition? Save time by setting a default disposition.

This default disposition will automatically be selected when the agent finishes a call — don't worry, agents can still change the disposition to something else if the default disposition is not relevent. 

Default dispositions can be set and changed at any time. 

To set a default disposition:

1. Beside the disposition, select options 
2. Select Set as default
   

Default dispositions are highlighted by the Default tag. 

To remove a default disposition, select the options menu beside the disposition, then select Remove default.

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.