Dispositions are the outcome codes agents select at the end of every call. They drive three downstream behaviors: what happens to the lead (retry, suppress, callback), what the campaign reports say, and what compliance flags fire.
Common dispositions
- SALE
- Revenue outcome. The system triggers CRM webhooks, commission calculations, and reporting roll-ups.
- CALLBK
- Agent scheduled a callback. System re-queues the lead at the requested time.
- NI (Not Interested)
- Soft decline. Lead rests for your configured suppression window before being recycled.
- DNC (Do Not Call)
- Consumer opted out. Lead immediately added to internal DNC and suppressed from all future campaigns.
- NP (No Pitch)
- Reached someone, but wrong party. Recycle with different time-of-day targeting.
Your campaign's disposition list should reflect your specific business outcomes. Don't just use defaults, if your team has a concept that doesn't map, make a disposition for it.
Wrap time
The after-call work window is where agents update CRM notes and mentally reset for the next call. Short (10-15 seconds) for high-throughput predictive; longer (30-60 seconds) for B2B preview dialing. Set per campaign.