Managing Dispositions in Campaigns
Managing Dispositions in Campaigns
Dispositions allow you to categorize and track the outcome of every call made during a campaign. By configuring dispositions correctly, teams can maintain accurate call results, improve follow-ups, and generate meaningful performance reports.
Step-by-Step Instructions
Step 1: Open the Disposition Tab
From the Campaigns module, click on the Disposition tab in the top navigation menu.
This section displays all available call dispositions that agents can select after completing a call.
Review the Disposition List
On the Disposition page, you can view a list of all existing dispositions with the following details:
Date – When the disposition was created
Name – Disposition title (e.g., No Answer, Call Back Later)
Description – Explanation of the call outcome
Count – Number of times the disposition has been used
You can also:
Edit a disposition using the edit icon.
Delete a disposition using the delete icon.
Reviewing dispositions helps ensure agents are using consistent and meaningful call outcomes.
Add a New Disposition
Click the + Add Disposition button located at the top-right corner of the screen.
This allows you to create new call outcomes tailored to your business process.
Enter Disposition Details
In the Add Disposition popup:
Enter a Disposition Name
Add a clear Description explaining when this disposition should be used
Clear naming and descriptions ensure agents select the correct disposition after each call.
Save the Disposition
Click Save to create the disposition, or Cancel to discard changes.
Saving makes the disposition immediately available for use in campaigns and call workflows.
Notes & Limitations
- Dispositions already in use may not be deleted to preserve reporting accuracy.
- Changes to disposition names may affect historical reporting clarity.
- Ensure disposition names are short, clear, and action-oriented.
- Agents can only select dispositions that are enabled in the campaign settings.
FAQ
1. What is a disposition used for?
A disposition records the final outcome of a call, helping teams track results and plan next actions.
2. Can I edit a disposition after creating it?
Yes, you can edit the name and description unless it is restricted by system rules.
3. Why does a disposition show a count value?
The count indicates how many times that disposition has been selected by agents.
4. Can agents create dispositions during calls?
No, dispositions can only be created or managed by admins from the Disposition section.
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