Dispositions & Callbacks

What Are Dispositions?

After every call, you must select a disposition code that describes the outcome. Dispositions drive reporting, lead recycling, and campaign performance metrics.

Selecting a Disposition

1. When a call ends, you automatically enter the DISPO state
2. A panel displays available disposition codes for your campaign
3. Click the appropriate code
4. Your status returns to READY

Common Disposition Codes

Your administrator configures which codes are available per campaign. Common examples:

Code	Category	Meaning
SALE	Sale	Successful sale or conversion
NI	Contact	Not interested
CB	Callback	Wants a callback at a specific time
NA	Non-Contact	No answer
BUSY	Non-Contact	Line busy
DNC	DNC	Requested Do Not Call
XFER	Transfer	Transferred to another agent or queue
VM	Non-Contact	Reached voicemail
DISC	Non-Contact	Disconnected number

Scheduling Callbacks

When you select a callback disposition (like CB or CALLBK):

1. A date and time picker appears
2. Select when you should call back
3. Add optional notes about what to discuss
4. The callback is saved and appears in your Callbacks list

Callback Types

Type	Who Handles It
Agent Callback	Only you will receive this callback at the scheduled time
Campaign Callback	Any available agent in the campaign can handle it

Best Practices

Tip

• Be accurate — dispositions directly affect reports and lead recycling
• Don’t rush — take a moment to select the right code
• Use callbacks wisely — schedule them when the lead expressed genuine interest
• Add notes — future calls benefit from context about previous conversations

Viewing Your Callbacks

Navigate to Callbacks in the sidebar to see:

• All your upcoming scheduled callbacks
• Lead details for each callback
• Click-to-call from the callback list
• Status tracking (pending, completed, missed)

The full-page Callbacks view gives you a complete list of all pending and completed callbacks, with filtering options and one-click dialing.