---
title: Disposition Plan, Codes & Class
slug: contact-center/disposition-plan-codes-and-class
docTags: 
createdAt: 2025-10-15T08:33:27.277Z
---

**Dispositions** are a core feature used to classify the outcome of customer interactions, primarily calls. The entire feature is managed through three components:

- **Disposition Code:** The specific reason an agent selects for call disconnection. Know [Standard Definition of Dispositions](docId\:yP6xohTn0L75ZGveSEgoK)
- **Disposition Class:** A set or logical grouping that contains multiple Disposition Codes. Know [Standard Definition of Dispositions](docId\:yP6xohTn0L75ZGveSEgoK)
- **Disposition Plan:** The final configuration that groups selected Disposition Codes, which is then assigned to a specific campaign to be used by agents. Know [Standard Definition of Dispositions](docId\:yP6xohTn0L75ZGveSEgoK)

## Key Benefits

- **Structured Classification:** Allows for the classification of interaction outcomes into a logical, hierarchical structure (Classes and Codes).
- **Improved Efficiency:** Agents can select the appropriate disposition during the call wrap-up process (**After Call Work**), ensuring every interaction has a defined outcome.
- **Customization:** Administrators and Voice-Admins can create **User Defined** disposition classes and plans tailored to business requirements.
- **Reporting:** Disposition Codes and Classes are recorded and tracked in reports (e.g., Call History Report and Call Details Report).

## Functionality

The system offers two modes for agent disposition selection:

- **Two-Level Disposition (Default from 4.13+):** The agent must first select the **Disposition Class**, and then select the corresponding **Disposition Code**. This two-level dropdown is the **default** structure starting from version 4.13.
- **One-Level Disposition:** All nested dispositions appear in a single flat list. The agent selects only the main disposition without a sub-disposition step. This mode is enabled via backend configuration.

## Prerequisites

- **Administrative Access:** Configuration must be performed by the **Administrator** or **Voice-Admin** via the **Dispositions** tab in System Configuration.
- **Plan Assignment:** The created **Disposition Plan** must be selected within the relevant campaign settings (e.g., General Settings) for the codes to be visible to agents.
- **One-Level Enabling (If desired):** To switch from the default **Two-Level Disposition** to **One-Level Disposition**, specific backend database queries must be executed to disable the two-level setting.

## Usage Instructions

The following steps outline the process for a **Administrator/Voice-Admin** to set up a Disposition Plan:

1. **Define Disposition Classes:**
   - Navigate to the **Dispositions** tab in System Configuration.
   - Go to the **Disposition Class** sub-tab.
   - Click the "Add" button to create a new Disposition Class.
   - Click the "Add New Code" option for a Disposition Class to define the individual **Disposition Codes**.
2. **Create and Configure a Disposition Plan:**
   - Go to the **Disposition Plan** sub-tab.
   - Click "Add" and provide a name for the new Disposition Plan.
   - Select the newly created plan and click the "Code Assignment option".
   - Check the boxes next to the desired Disposition Codes to assign them to the plan.
   - Click **"Apply"** to save the changes.
3. **Assign the Plan to a Campaign:**
   - Go to the relevant campaign's settings.
   - Select the newly created Disposition Plan from the appropriate dropdown menu within the campaign's configuration (e.g., General Settings).

***Further Reads:***

::::LinkArray{contentSource="CUSTOM"}
:::LinkArrayItem{headerType="COLOR" headerColor="#C7D2FE"}
Know more on the [System Dispositions in Exotel Contact Center](docId\:Hw_y47dFeA_dl1j8nxs9Y)
:::

:::LinkArrayItem{headerType="COLOR" headerColor="#C7D2FE"}
Know more on the [User Disposition in Exotel Contact Center](docId:7J8b8_nrEIsWur2KwKov3)
:::
::::

## Version History

| Version | Enhancement                                                                    | Release Notes                                          |
| ------- | ------------------------------------------------------------------------------ | ------------------------------------------------------ |
| 4.13    | Two-level disposition dropdowns (class → code) made the default selection mode | [ECC Release Notes 4.13](docId\:oV9zp0cqhLxULJk1Yj7ul) |