Creating Custom Dispositions

Why Create Custom Dispositions

The default dispositions cover common outcomes, but many
businesses need dispositions specific to their workflow.
A health insurance call center might add "Medicare
Eligible", "Under 65", "Already Enrolled". A home services
company might add "Appointment Set", "Out of Service Area",
"Rental Property".

Steps

1. Navigate to Setup System > Agents & Softphones, then click the Call Dispositions tab.
2. Click New Call Disposition.
3. Fill in the fields:
   • Name: the label agents will see.
   • Key: auto-generated from the name, or set manually.
   • Hint: a description explaining when to use it.
   • Text Color and Background Color: choose colors for the agent widget button.
   • Action flags: enable any automated behaviors, such as ending the schedule, blocking the caller, or calling another lead automatically.
4. Click Save.

The new disposition immediately appears in the agent
widget's disposition selector for all agents in the
company.

Visibility Filtering

Dispositions can be filtered by tokens (offer,schedule etc..) or contact fields. When set, the disposition
only appears in the agent widget if the current call's
tokens match the filter. Voicemail dispositions
(call_action_leave_voicemail) only appear when the
offer's call flow has a voicemail sound file configured.

Best Practices

• Keep disposition lists manageable. Too many choices slow agents down. Aim for 10 to 20 dispositions.
• Use clear, unambiguous names. Agents select dispositions quickly; confusion leads to misclassified calls.
• Review disposition usage periodically. Remove or merge dispositions that are rarely used.