Disposition Management Guide

Dispositions are the outcome codes agents select after every call — Interested, Not Interested, Converted, Wrong Number, and so on. Setting up the right dispositions is critical for accurate reporting, CRM sync, and campaign analytics.

ICTContact Disposition Management showing list of dispositions with descriptions — Disposition Management — define call outcomes for agents to select

Default Dispositions

ICTContact comes with these built-in dispositions (marked “Not Editable”):

Disposition	Description
Converted	Customer successfully converted to sale
Interested	Customer showed interest
Not Interested	Customer not interested
Wrong Number	Wrong or unreachable number

These system dispositions can’t be deleted, but you can add your own custom ones alongside them.

Creating a Custom Disposition

Go to Messages > Disposition
Click New Disposition
Enter a name (e.g., “Callback Requested”, “Voicemail Left”, “DNC Request”)
Add a description so agents understand when to use it
Save

Recommended Custom Dispositions to Add

Callback Requested — customer asked for a callback at a specific time
Voicemail Left — agent left a voicemail message
No Answer — rang but no pickup, no voicemail left
Busy — line was busy
DNC Request — customer asked to be removed from calling list (add to DNC automatically)
Already a Customer — prospect is an existing customer
Send Info — customer wants information sent by email

Dispositions and CRM Sync

When you set up a CRM integration, you can map each disposition to a CRM status or stage. For example: Converted in ICTContact → Closed Won in Salesforce. Configure this in Messages > Integrations under field mappings.

Viewing Disposition Reports

Go to Reports > Disposition Report to see how many calls ended in each disposition per campaign. This tells you your conversion rate, callback rate, and DNC rate at a glance.