Call disposition
What is Call disposition?
A call disposition is the outcome code an agent (or an automated system) assigns to an interaction once it ends — resolved, callback requested, escalated, no answer, sale made — summarizing what happened for reporting and follow-up workflows. Disposition data feeds analytics dashboards and often triggers the next automated step, such as scheduling a callback task or updating a CRM opportunity stage.
More detail
Disposition lists are typically customized per queue or campaign, since a sales campaign's meaningful outcomes (interested, not interested, callback) differ from a support queue's (resolved, escalated, transferred).
Consistent disposition tagging is what makes contact-center reporting meaningful — inconsistent or overly broad codes make it hard to tell resolved calls from ones that silently failed.
Frequently asked
- Who assigns a call's disposition — the agent or the system?
- Usually the agent selects it manually from a configured list during wrap-up, though some platforms can auto-suggest or auto-assign a disposition based on call outcome signals like transfer, hold time, or an integrated survey response.
- Why does disposition data matter beyond individual call records?
- Aggregated disposition data is what powers contact-center reporting — spotting trends like a rising escalation rate or a spike in no-answer outcomes that would be invisible looking at any single call alone.
See also
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