Custom Disposition Fields: Capture the Data That Matters on Every Call
Every call center dispositions calls. But most call centers only capture the bare minimum — "Interested," "Not Interested," "Callback Requested," "No Answer." These five words tell you almost nothing about what actually happened on the call. What plan was the beneficiary interested in? What objection did they raise? Did the agent complete the required disclosures? Was a follow-up scheduled? Custom disposition fields transform the end-of-call moment from a checkbox exercise into a structured data capture opportunity that feeds your CRM, powers your reporting, and enforces your compliance requirements.
What You'll Learn
- How custom field types capture different kinds of call data
- Per-disposition visibility and conditional field display
- Contact card integration and auto-population features
- Using custom fields for compliance data capture
- Step-by-step setup guide for your agency
The Problem with Basic Dispositions
A standard disposition dropdown gives you one dimension of call outcome data. You know the call ended with "Interested" — but that's it. Was the beneficiary interested in Medicare Advantage or Part D? Did they have an existing plan? Is their birthday coming up, making them eligible for a Special Enrollment Period? Did the agent confirm their county for plan availability? Without this context, your CRM is populated with thousands of records that all say "Interested" but require an agent to read through call notes — if they exist — to understand what actually happened.
Custom disposition fields solve this by adding structured data collection to the disposition workflow. Instead of just selecting "Interested," the agent is prompted to also select the product interest, record the objection type (if any), confirm whether required disclosures were made, and schedule a specific follow-up time — all through a guided form that appears based on which disposition they chose.
Impact of Structured Disposition Data
Custom Field Types: Capturing Different Kinds of Data
Not all data is the same shape. A product interest is a selection from a list. A follow-up date is a calendar picker. A beneficiary's reason for declining is free text. AgentTech Dialer supports multiple field types so you can capture each data point in the most natural, efficient format for agents.
Available Field Types
Dropdown Select
Single-choice from a predefined list. Ideal for product interest, objection type, plan selection, or any data with a fixed set of options. Enforces data consistency.
Multi-Select Checkboxes
Multiple selections from a list. Perfect for topics discussed, compliance items verified, products of interest (when a beneficiary is shopping multiple lines), or issues identified.
Text Input
Free-text entry for open-ended data. Use for specific notes, beneficiary requests, competitor plan names, or any data that doesn't fit predefined options. Can be single-line or multi-line.
Date / DateTime Picker
Calendar-based date selection. Essential for scheduling follow-up calls, recording beneficiary birthdays (eligibility), plan effective dates, or callback request times.
Yes/No Toggle
Boolean toggle for binary questions. Was the disclosure made? Did the beneficiary have an existing plan? Was consent obtained? Quick, unambiguous data capture for compliance checkpoints.
Numeric Input
Number-only fields for quantitative data. Monthly premium quoted, number of medications discussed, household income for subsidy calculations, or policy numbers being referenced.
Per-Disposition Visibility: Show Only What's Relevant
Not every field makes sense for every disposition. When an agent dispositions a call as "No Answer," asking them to fill in "Product Interest" and "Objection Type" is a waste of time and creates noise in your data. Per-disposition visibility means that custom fields only appear when they're relevant to the selected disposition.
Disposition → Field Visibility Map
| Custom Field | Interested | Enrolled | Callback | Not Int. | No Answer |
|---|---|---|---|---|---|
| Product Interest | |||||
| Plan Selected | |||||
| Callback Date/Time | |||||
| Decline Reason | |||||
| Disclosure Confirmed | |||||
| SOA Status |
Design principle: Every field an agent sees should earn its place. If filling out a field doesn't improve follow-up quality, reporting accuracy, or compliance documentation, remove it. Agent time during wrap-up is expensive — don't waste it on data nobody uses.
Conditional Display: Dynamic Forms That Adapt
Beyond per-disposition visibility, conditional display takes field logic one step further: fields can appear or hide based on the values entered in other fields. This creates dynamic, branching forms that guide agents through the right data capture path without overwhelming them with irrelevant options.
This branching logic means an agent enrolling someone in Medicare Advantage sees completely different follow-up fields than an agent enrolling someone in a Medicare Supplement plan. The form adapts to the conversation, capturing the exact data relevant to that specific enrollment type.
Contact Card Integration: Data That Sticks
Data captured in disposition fields shouldn't disappear into a call log. The most valuable disposition data should flow directly into the contact record, enriching the contact card so that the next agent who interacts with this beneficiary — or the same agent on a follow-up call — has full context without digging through call history.
Auto-Update Contact Fields
When an agent selects "Medicare Advantage" as the product interest during disposition, the contact record's "Product Interest" field updates automatically. No double entry, no data mismatch between call logs and CRM.
Auto-Tagging from Fields
Disposition field values can automatically apply contact tags. Selecting "SOA Completed" in the disposition form applies the "SOA-Completed" tag to the contact — no extra step required.
Follow-Up Scheduling
Callback date/time fields create scheduled tasks and queue entries automatically. The follow-up appears in the agent's callback queue at the specified time without any calendar management.
History Preservation
Every disposition field entry is preserved in the call's history, creating a structured timeline of how data evolved across multiple calls with the same contact. Complete audit trail for compliance.
Auto-Population: Pre-Filling Fields for Faster Wrap-Up
Speed matters during wrap-up. Every second an agent spends filling in disposition data is a second they're not available for the next call. Auto-population reduces that burden by pre-filling fields with data already available in the system — from the contact record, from the call metadata, or from AI analysis of the call.
Auto-Population Sources
Auto-population isn't about removing the agent from the process — it's about giving them a head start. The agent still confirms or modifies every pre-filled value, but instead of starting from blank fields, they're starting from an intelligent guess that's right 80% of the time. This cuts average wrap-up time by 30–45 seconds per call — which at 50 calls per day adds up to 25+ minutes of recovered productivity.
Compliance Data Capture: Building Audit Trails
For insurance call centers — especially those handling Medicare — custom disposition fields serve a critical compliance function. By requiring agents to confirm specific compliance actions as part of the disposition workflow, you create a structured, timestamped audit trail that proves your agency followed the rules on every call.
Recording Consent Obtained
Yes/No toggle. Required for all dispositions where the call was connected. Feeds into compliance reporting and CMS audit readiness documentation.
Scope of Appointment Status
Dropdown: Not Needed / Sent / Received / Completed. Tracks SOA lifecycle across multiple calls. Blocks enrollment disposition if SOA isn't marked "Completed."
Required Disclosures Made
Multi-select checkboxes for each required disclosure: multi-plan disclaimer, not connected to Medicare, recording notification. All must be checked to submit.
DNC Request
Yes/No toggle. If "Yes," automatically adds contact to internal DNC list and updates call routing rules to prevent future outbound contact.
Reporting Power: From Fields to Insights
The real payoff of custom disposition fields comes in your reporting. When every call captures structured data through standardized fields, you can build reports that answer questions impossible to answer with basic dispositions alone:
Reports Unlocked by Custom Disposition Fields
Objection Analysis
- Most common objection by lead source
- Objection-to-enrollment conversion by agent
- Objection frequency trend over AEP weeks
Product Demand
- Product interest distribution by region
- Cross-sell opportunity identification
- Plan popularity vs. enrollment rate
Compliance Monitoring
- SOA completion rate by agent
- Disclosure compliance percentage
- DNC request frequency and trends
Operational Efficiency
- Callback scheduling patterns
- Follow-up completion rates
- Wrap-up time by disposition type
Setup Guide: Configuring Custom Disposition Fields
Setting up custom disposition fields in AgentTech Dialer is straightforward. Here's a step-by-step walkthrough to get your first custom fields live:
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Navigate to Settings → Dispositions → Custom FieldsAccess the custom fields configuration from your admin dashboard. You'll see a list of any existing custom fields and the option to create new ones.
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Create a new field and select the field typeChoose from dropdown, multi-select, text, date, toggle, or numeric. Give the field a clear label that agents will understand at a glance (e.g., "Product Interest" not "Prod_Int_v2").
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Configure disposition visibilitySelect which dispositions should show this field. Toggle each disposition on or off. Mark the field as required or optional for each visible disposition.
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Set up conditional display rules (optional)If this field should only appear based on another field's value, define the condition. For example: "Show 'Plan Letter' only when 'Product Interest' equals 'Medicare Supplement.'"
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Configure contact card mappingChoose whether this field's values should sync to the contact record. Select the target contact field, or create a new custom contact field to receive the data.
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Enable auto-population (optional) and saveConfigure auto-population sources — contact record, call metadata, or AI transcription. Set the field order to control the display sequence in the disposition form. Save and test with a sample call.
Common Configuration Mistakes to Avoid
- Too many fields: If your disposition form has more than 5–6 fields for any single disposition, agents will rush through it or fill in garbage data. Prioritize the 3–4 most important data points and make the rest optional.
- All fields required: Making every field mandatory increases wrap-up time and agent frustration. Only mark fields as required when the data is truly essential — compliance fields and core outcome data.
- Unclear labels: If agents have to guess what a field means, data quality drops. Use plain language labels and add helper text. "SOA Status" is clear; "Form 42-B Verification" is not.
- No testing with agents: Build your initial field configuration, then test it with 2–3 agents for a day before rolling out to the full team. Their feedback will reveal workflow friction you didn't anticipate.
Conclusion: Every Call Is a Data Opportunity
Basic dispositions tell you what happened in one word. Custom disposition fields tell you the full story — what product was discussed, what objections arose, what compliance steps were completed, and what the next action should be. This structured data flows into your contact records, powers your reporting, feeds your AI coaching systems, and creates the audit trails your compliance team needs.
The setup investment is minimal — a few hours of configuration — but the return compounds on every call your team makes. Better data means better contact organization, smarter call routing decisions, and the kind of granular reporting that turns your call center from a cost center into a data-driven growth engine.
Capture Smarter Data with AgentTech Dialer
AgentTech Dialer's custom disposition fields give you per-disposition visibility, conditional display logic, auto-population, and contact card integration — designed to capture the data that drives insurance call center performance.
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