Disposition

A disposition is the outcome code an agent assigns to a call after it ends, classifying the result of the interaction — such as “Sale,” “Not Interested,” “Callback Requested,” “Wrong Number,” or “Do Not Call.” Dispositions are the primary mechanism for tracking call outcomes, measuring conversion rates, and determining whether a lead should be recycled for future attempts.

How It Works in VICIdial

Dispositions are defined at the campaign level, where administrators create custom disposition codes with specific properties. Each disposition has a status code (e.g., “SALE”, “NI”, “CALLBK”), a human-readable name, and behavioral flags: whether it is a “sale” status (counted in conversion metrics), a “callback” status (triggers callback scheduling), a “DNC” status (adds the number to the DNC list), or a “dead” status (permanently removes the lead from dialing).

When a call ends, the agent enters the wrap time phase and must select a disposition before becoming available for the next call. The selected disposition updates the lead’s dial status in the database, which determines whether and when the hopper will reload the lead for recycling. The pause disposition setting controls whether agents are paused during disposition selection.

Why It Matters

Dispositions are the foundation of call center reporting and analytics. They drive conversion rate calculations, agent performance scorecards, list quality assessments, and campaign ROI analysis. Accurate dispositioning is essential — incorrect dispositions skew reports, misroute leads through recycling, and can cause compliance issues (e.g., failing to mark a DNC request).

Well-designed disposition trees balance granularity with usability. Too few options produce vague data; too many options slow agents down and increase misclassification. Most campaigns benefit from 8-15 disposition codes with clear, mutually exclusive definitions. See the analytics dashboard feature page for disposition-based reporting capabilities.