Glossary
What is Call Disposition?
Call disposition is the outcome code an agent (or system) assigns to a call to record what happened. Codes such as “sale,” “no answer,” “callback requested,” or “resolved” turn each conversation into structured data. That data feeds reporting, triggers follow-up, and keeps the CRM accurate — without anyone reading back through call notes.
How call disposition works
At the end of a call, the agent selects the code that best describes the result from a predefined list. Good disposition schemes are short and mutually exclusive, so agents can pick the right one in a second and the data stays clean.
The selected code is written to the CRM or contact center record, usually alongside the call recording, transcript, and any notes. From there it drives automation: a “callback requested” disposition can queue a task, while a “sale” disposition can advance a deal stage.
Disposition happens during wrap-up time — the after-call work window. The faster and simpler the disposition step, the lower the wrap-up time and the higher agent availability.
Common call disposition codes
Disposition lists are tailored per team, but most fall into a few families. Keeping the list tight is what makes the data usable.
| Category | Example codes | Typical follow-up |
|---|---|---|
| Contact made | Sale, Resolved, Info given | Advance stage, close case |
| No resolution | Callback, Escalated, Pending | Queue task, reassign |
| No contact | No answer, Busy, Voicemail | Retry cadence |
| Invalid | Wrong number, Do not call | Suppress from list |
Overloading the list is the most common mistake: dozens of near-identical codes slow agents down and produce noisy, unreliable reporting.
Why call disposition matters
Disposition is the bridge between what happened on a call and what the business does next. Clean codes make everything downstream more accurate.
- Reporting: measure conversion, resolution, and contact rates by campaign, agent, or queue.
- Automation: trigger follow-up tasks, cadences, and stage changes from the outcome.
- CRM hygiene: keep records current without manual note-reading.
- Coaching: correlate dispositions with talk time and AHT to find what works.
Call disposition frequently asked questions
What does call disposition mean?
Call disposition means the outcome code assigned to a call to record its result — for example sale, no answer, or callback. It converts each conversation into structured data used for reporting, automation, and follow-up.
What are examples of call disposition codes?
Common codes include Sale, Resolved, Callback Requested, Escalated, No Answer, Voicemail, Wrong Number, and Do Not Call. The exact list is tailored to each team, but the best schemes stay short and mutually exclusive so agents can choose quickly.
What is the difference between call disposition and wrap-up time?
Call disposition is the outcome code itself. Wrap-up time (after-call work) is the period after a call when the agent assigns that code and completes any notes or tasks. Disposition is one activity that happens during wrap-up.
How many disposition codes should a call center use?
Fewer than most teams expect. A tight list — often 8 to 15 mutually exclusive codes — keeps selection fast and reporting clean. Long lists of overlapping codes slow agents down and produce unreliable data.
See how DialPhone fits
In the DialPhone contact center, agents assign call outcomes with one-click disposition codes that auto-log to Salesforce or HubSpot — so the outcome, recording, and transcript land on the CRM record with no manual entry. That cuts wrap-up time and keeps reporting accurate. Related terms: ANI, DNIS, and wrap-up time.