Dispositions in the Agent Widget

How Agents Set Dispositions

The agent widget presents the list of
available dispositions filtered to exclude system_status
dispositions and filtered by the call's token values. After a call ends
the agent clicks one to categorize the call.

Visual Design

Dispositions are displayed as colored buttons using their
configured text_color, background_color, and font_size.
Dispositions appear in their configured display order,
making it
easy for agents to quickly identify the correct choice.

Auto-Disposition Timeout

If an agent does not select a disposition within x hours
(configurable via Call Flow Type "When Getting Instant Agents On The Phone" under Agent Settings). A background job runs
regularly to process timed-out calls.

Schedule Effects

When a disposition with behavioral flags is selected, the
effects happen immediately:

• An apply_block_caller disposition blocks the caller from future contact.
• A schedule_callback_now disposition schedules a callback to the consumer.
• An apply_end_of_schedule disposition stops all future processing for that lead in the current schedule.
• An apply_auto_next_lead disposition automatically dials the next lead for the agent.

The agent does not need to take any additional action
beyond selecting the disposition. The flags automate the
follow-up.