---
title: Disposition
slug: contact-center/disposition
docTags: 
createdAt: 2025-09-28T08:53:13.571Z
---

# Overview

Call Disposition is a mandatory feature that ensures agents classify the outcome of every customer interaction (call, chat, or email). It operates on a **two-level hierarchy** (**Disposition Class** and **Disposition Code**) to provide structured data for operational reporting, process analysis, and quality assurance.

The Administrator defines the structure and assigns it to specific campaigns.

# How It Works

The system requires an Administrator to define the logical groupings (Classes) and the specific outcomes (Codes), which are then made available to the agents via a **Disposition Plan**.

## The Two-Level Hierarchy

### Disposition Class (Level 1):

1. **Definition:** A broad, logical category for grouping similar call outcomes (e.g., "Sales Outcomes," "Technical Support," "Not Connected").
2. **Purpose:** To organize codes into manageable buckets for the agent interface and high-level reporting.
3. **Creation:** Created by the Admin under **System Configuration** > **Dispositions** tab, and marked as **"User Defined."**

### Disposition Code (Level 2):

1. **Definition:** The specific reason or final result of the interaction. It is nested within a Disposition Class.
2. **Purpose:** To capture the precise, reportable outcome (e.g., "Sale Closed," "Follow-up Scheduled," "Busy Number"). This is the key data point.
3. **Creation:** Created by the Admin by selecting a **Disposition Class** and adding the new code to it.

### Assignment to Campaign

The Admin must create a **Disposition Plan** that bundles the necessary Codes and Classes, and then assign that Plan to a specific **Voice Campaign** (e.g., Inbound, Outbound). This action populates the agent's Telephony Panel with the correct disposition options post-call.

# Use Cases

- **Performance Reporting:** Used to calculate conversion rates (e.g., how many calls result in "Sale Closed") or failed attempts (e.g., "Line Busy").
- **Agent Process Compliance:** Ensures agents adhere to the required post-call wrap-up process by selecting an outcome before moving to the next call.
- **Automated Action Triggers:** Certain codes can be configured to trigger subsequent actions, such as removing a number from an outbound dialer list ("Do Not Call") or scheduling a follow-up.

## Benefits

- **Standardized Data:** Ensures all agents use a consistent, defined set of codes to classify outcomes, eliminating ambiguity in reporting.
- **Actionable Reporting:** Provides the structured data necessary for Supervisors and Analysts to drill down into operational efficiency and business results.
- **Agent Accountability:** Forces a necessary step at the end of every interaction to complete the customer record.

## Limitations

- **Two-Level Default:** The default configuration is a **Two-Level Disposition** (Class then Code). Changing this to a single-level disposition requires back-end configuration by Support Team.