Dispositions
A disposition is the outcome of an activity: No answer, Call back, Lead won, Do not call. Agents pick one when they complete an activity, and an AI conversation picks one when it ends. The subject flow decides what each disposition does next.
| Menu | Interaction Center > Management > Dispositions |
| Permission | Manage dispositions |
| Feature | Omnichannel Management |
Create a disposition
- Open Interaction Center > Management > Dispositions and click Add Disposition.
- Enter a Name and an optional Description.
- Pick an Outcome if the disposition has a special meaning (see below), then Save. Names must be unique.
After it is saved, a disposition's name cannot be changed; only its description can. Deleting a disposition does not check whether a subject flow still uses it, so remove it from the flows first.
A disposition only appears on an activity's Complete page when the activity's subject flow has an action for it.
Outcomes
Set an Outcome only on a disposition the platform should apply on its own, when a call ends in a way nobody chose. Leave it at None for everything else, including dispositions that only agents or the AI conversation pick. The disposition list shows the outcome as a badge next to the name.
| Outcome | Applied automatically by | When | Also does |
|---|---|---|---|
| None | Nobody | Never. | Nothing extra. |
| Number not in service | The dialer and automated (AI) calls | The network rejects the call as not in service. | Adds the number that was called to the Numbers Not In Service list, whoever picks it, so it is never loaded or dialed again. |
| No answer | Automated (AI) calls | Nobody spoke on the call. | Nothing extra. |
| Busy | Automated (AI) calls | The network reports the line busy. If no disposition has this outcome, No answer is used. | Nothing extra. |
| Answering machine | Automated (AI) calls | The call reached voicemail. If no disposition has this outcome, No answer is used. | Nothing extra. |
The dialer does not disposition a call that rang out, was busy or reached a machine: it dials the record again after the retry delay.
When the platform needs a disposition for an outcome, it uses the one with that outcome in the activity's subject flow, so the flow's actions for it run (for example Try Again for No answer). For Number not in service, a disposition with the outcome that is not in the flow is used too, and one named Number Not In Service is created if none exists. If no disposition has the No answer, Busy or Answering machine outcome, an unanswered automated call uses the disposition the subject's Try Again action is wired to.
To set a contact's Do Not Call when a disposition is picked, use Set do not call on the disposition's action in the subject flow.