Call Dispositions

Updated: April 1, 2025

Go to: Data > Call Dispositions

Dispositions are communication outcomes that inform a contact's standing in the customer journey. Call dispositions are call-level outcomes that are applied after a phone call has ended. For example, “appointment scheduled,” “left voicemail,” and “sale made” are common call dispositions. More than likely new call dispositions will need to be created that fit your business.

Click Create New Disposition to begin.

Name. Create a disposition name that clearly defines the outcome of the call. This will be visible to the agents.

Custom Order. This feature sets the order in which the call disposition will be displayed on the agent’s dashboard. This is set by entering a numerical value. Order number “0” will appear first.

Button Background and Text Color. These feature allows for the coloration the call disposition button background and its text. This is visually useful for agents when there are multiple dispositions to choose from.

Auto Hang Up Call. When enabled, this feature allows for a one-click action that hangs up and simultaneously dispositions the call. This helps reduce idle time and click count.

No Contact Made. When enabled, this feature will indicate that no contact was made with the contact. For example, if this feature is enabled, and the agent reaches a voicemail, and the contact has additional phone numbers to dial, when this call disposition is selected, the system will attempt to dial the other phone numbers. It will continue to dial the remaining phone numbers until a call disposition that does not have this feature enabled is used or the additional numbers were dialed and not answered. This feature is beneficial with call dispositions such as “wrong number,” “not home,” or “left voicemail.”

Delete Phone Number. When enabled, this feature auto-deletes the associated phone number from the contact form. Keep in mind, the disposition has to be associated with a phone call and a contact. Simply updating the contact’s call disposition manually will not delete the number.

Set Phone Number DNC. When enabled, this feature sets the associated phone number to DNC. This does not affect the entire contact, just the phone number the call disposition was used with.

Set Contact Do Not Contact. When enabled, this feature sets the contact and all of their phone numbers to DNC.