Dispositions & Custom Fields
Dispositions & Custom Fields
After every call, your agents need to record what happened — did the customer make a purchase? Were they not interested? Do they want a callback next Tuesday? The Dispositions system in AgentTech Dialer gives you complete control over how agents categorize and log call outcomes. Combined with Custom Fields, you can capture exactly the data points your business needs — from simple text notes to appointment bookings and full address information. This guide covers everything on the Dispositions page (`dispositions.php`), including both the Disposition Statuses tab and the Disposition Fields tab.
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Navigating the Dispositions Page
To get started, click Dispositions in the main sidebar navigation. The Dispositions page has two navigation tabs at the top:
- Disposition Statuses — where you create and manage the outcome categories agents can choose from (e.g., "Sale," "No Answer," "Callback Requested").
- Disposition Fields — where you create custom data-entry fields that appear alongside dispositions (e.g., "Email Address," "Appointment Date," "Reason for Cancellation").
Both tabs share a consistent layout with search filtering, grid/list view toggles, and card-based displays. Let's explore each tab in detail.
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Tab 1: Disposition Statuses
The Disposition Statuses tab is where you define the outcome categories your agents will use to classify each call. Every status you create here will appear as an option in the disposition dropdown that agents see when a call ends.
Viewing Your Dispositions
When you open the Disposition Statuses tab, you'll see:
- Filter toolbar: A search input at the top lets you quickly find dispositions by name. Just start typing and the list filters in real time.
- Grid/List view toggle: Switch between a grid layout (cards arranged in a multi-column grid) and a list layout (cards stacked vertically in a single column). Use whichever view you prefer — the information shown is the same.
- Disposition cards: Each disposition appears as a card showing:
- Action buttons: Edit (pencil icon) to modify the disposition and Delete (trash icon) to remove it.
- Name: The disposition's display name (e.g., "Sale Completed," "Do Not Call").
- Description: A brief explanation of when to use this disposition.
- Category badge: A colored badge showing the disposition's category — Positive (green), Negative (red), Follow Up (yellow/amber), or Neutral (gray/blue).
- Scope badges: Badges indicating where this disposition is available — Agency, Department, or Queue level.
- Notes requirement badge: If the disposition requires agents to enter notes, a badge indicates this.
Creating a New Disposition
To create a new disposition, click the Create Disposition button at the top of the page. A modal window will appear with the following fields:
#### Disposition Name (Required)
Enter a clear, concise name for the disposition. This is what agents will see in their dropdown list after a call, so make it descriptive and easy to understand.
Good examples: "Sale Completed," "Callback Requested," "Wrong Number," "Not Interested," "Left Voicemail"
Avoid: Vague names like "Other" or "Misc" — these lead to messy data.
#### Category Dropdown
Select one of four categories for this disposition. The category determines how the disposition is classified in reports and analytics:
- Positive: Use for successful outcomes — sales, enrollments, appointments booked, satisfied customers. These dispositions indicate that the call achieved its goal.
- Negative: Use for unsuccessful outcomes — rejections, hang-ups, do-not-call requests, wrong numbers. These dispositions indicate the call did not achieve its intended result.
- Follow Up: Use for calls that need future action — callback requests, "send more information," pending decisions. These dispositions signal that the lead is still in play and requires another touch.
- Neutral: Use for informational or neutral outcomes — general inquiries, transferred calls, voicemails left. These dispositions indicate the call was neither a win nor a loss.
#### Description Textarea
Add an optional description explaining when agents should select this disposition. This is especially helpful for training new agents or when dispositions have subtle differences (e.g., "Not Interested — Timing" vs. "Not Interested — No Need").
#### Scope Settings
Scope determines where this disposition is available within your organization. You have three dropdown fields:
- Agency dropdown: Select an agency to make this disposition available across that entire agency.
- Department dropdown: Narrow the scope to a specific department within the agency.
- Queue dropdown: Restrict the disposition to a specific queue only.
If you leave Department and Queue blank but select an Agency, the disposition will be available to all queues in that agency. If you specify a Queue, it will only appear for calls in that queue.
#### Require Notes Checkbox
Check this box if you want agents to be required to type notes when selecting this disposition. This is useful for dispositions where context matters — for example, a "Complaint" disposition should probably require the agent to document what the complaint was about.
When this is checked, the agent cannot submit the disposition form without entering text in the notes field.
#### Status Dropdown
Set the disposition to Active or Inactive. Only active dispositions appear in the agent's dropdown during calls. You can create dispositions ahead of time and leave them inactive until you're ready to deploy them.
Once you've filled in all the fields, click Save to create the disposition.
Editing and Deleting Dispositions
- To edit: Click the Edit button (pencil icon) on any disposition card. The same modal opens with the current values pre-filled. Make your changes and click Save.
- To delete: Click the Delete button (trash icon) on the disposition card. You'll be asked to confirm the deletion. Note: Deleting a disposition does not remove it from historical call records — past calls that used this disposition will still show it in reports.
- Quick enable/disable: Use the status toggle on each card to instantly activate or deactivate a disposition without opening the edit form. This is handy when you want to temporarily remove a disposition from the agent's options without deleting it.
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Tab 2: Disposition Fields
The Disposition Fields tab is where you create custom data-entry fields that appear in the disposition form. While dispositions categorize the call outcome, fields capture the specific details — the customer's email, the appointment time, the reason they declined, and so on.
Viewing Your Fields
The Disposition Fields tab displays:
- Filter toolbar: A search input to find fields by name, plus a Field Type filter dropdown that lets you filter by type. The dropdown options are: All, Text, Textarea, Radio, Checkbox, Select, Number, Date. Select a type to show only fields of that type.
- Grid/List view toggle: Same as the Statuses tab — switch between grid and list layout.
- Field cards: Each field appears as a card showing:
- Type badge: A badge showing the field type (e.g., "Text Input," "Dropdown Select," "Date Picker").
- Name: The field's display name.
- Options list: For Radio, Checkbox, and Select fields, the available options are shown on the card.
- Required indicator: A badge or icon indicating whether the field is mandatory.
- Scope badges: Showing where the field is available (Agency/Department/Queue).
Creating a New Field
Click the Create Field button at the top of the tab. A modal window appears with the following options:
#### Field Name (Required)
Enter a descriptive name for the field. This name is used internally and may also appear as the field label if you don't set a separate label.
#### Field Type Dropdown
This is the most important selection. AgentTech Dialer supports 12 different field types, each designed for a specific kind of data:
- Text Input — A single-line text box for short answers. Use this for brief data like a reference number, a product name, or a one-line note.
- Textarea — A multi-line text box for longer responses. Use this when agents need to type detailed notes, descriptions, or explanations that wouldn't fit on a single line.
- Radio Buttons — A set of mutually exclusive options where the agent picks exactly one. Use this when there are a small number of clearly distinct choices (e.g., "Yes / No / Maybe" or "English / Spanish / Other"). After selecting this type, you'll add the options in the Options management section.
- Checkboxes (Multiple) — A set of options where the agent can select one or more. Use this when multiple answers can apply simultaneously (e.g., "Products Discussed: Life Insurance, Health Insurance, Dental"). Add the options in the Options management section.
- Dropdown Select — A dropdown menu for single selection from a longer list. Functionally similar to Radio Buttons, but better suited for longer option lists because the dropdown collapses and doesn't take up as much screen space. Define the options in the Options management section.
- Number Input — A numeric-only field. Use for quantities, dollar amounts, ages, or any numeric value. The field will only accept numbers, preventing agents from accidentally entering text.
- Date Picker — A calendar-based date selector. Agents click to open a calendar and select a date. Use for follow-up dates, event dates, expiration dates, or any date that isn't a date of birth.
- Date of Birth — A specialized date field designed specifically for capturing a person's date of birth. It includes built-in age calculation, so when the agent selects a birth date, the system automatically calculates and displays the person's current age. This is particularly useful for insurance and healthcare contexts.
- Email Address — A text field with built-in email validation. The system checks that the entered value follows proper email format (e.g., name@domain.com) and will alert the agent if the format is invalid.
- Address — A structured address field that captures a full mailing address with separate sub-fields for street address, city, state, and ZIP code. This ensures address data is captured consistently rather than typed freeform into a single text box.
- Caller Name (First + Last Name) — A dual-field input that captures the caller's first name and last name as separate values. This is better than a single "Full Name" text field because it lets you sort, search, and personalize by first or last name independently.
- Book Appointment (Date + Time) — A combined date and time picker for scheduling appointments. Agents select both a date from a calendar and a time slot, making it easy to book follow-up appointments or consultations directly from the disposition form.
#### Field Label
Set a custom label that will be displayed to agents above the field. If you leave this blank, the Field Name will be used as the label.
#### Placeholder Text
Enter optional placeholder text that appears inside the field before the agent types anything. This is a helpful hint — for example, a placeholder of "e.g., john@example.com" in an email field, or "Enter the reference number" in a text field.
#### Required Checkbox
Check this box to make the field mandatory. When a field is required, agents cannot submit the disposition form without filling it in. A visual indicator will mark the field as required in the form.
Tip: Be thoughtful about which fields you make required. Too many required fields slow agents down and can lead to rushed or inaccurate data entry. Reserve the "required" setting for truly essential data points.
#### Options List (for Radio, Checkbox, and Select Types)
When you select Radio Buttons, Checkboxes (Multiple), or Dropdown Select as the field type, an Options management section appears. Here you can:
- Add options: Type each option and click the add button.
- Reorder options: Drag and drop to change the display order.
- Remove options: Click the remove button next to any option to delete it.
- Edit options: Click on an existing option to modify its text.
Make sure your options are clear, mutually exclusive (for radio and select types), and cover all likely responses. Consider adding an "Other" option if the list might not cover every scenario.
#### Scope Settings
Just like dispositions, fields have scope settings with Agency, Department, and Queue dropdowns. A field's scope determines which calls and queues will show this field in the disposition form.
#### Status Dropdown
Set the field to Active or Inactive. Only active fields appear in disposition forms.
Click Save to create the field.
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Per-Disposition Field Visibility
Not every field is relevant to every disposition. For example, a "Book Appointment" field makes sense for a "Callback Requested" disposition but not for "Wrong Number." AgentTech Dialer lets you control which fields appear for which dispositions.
How to Configure Visibility
- Open the field you want to configure by clicking Edit on its card.
- Look for the Disposition Visibility section in the edit modal.
- You'll see a list of all your active dispositions. Check the ones where this field should appear.
- Save your changes.
Now, when an agent selects a disposition, only the fields linked to that disposition will appear in the form. This keeps the form clean and relevant.
Example setup:
- "Callback Requested" disposition shows: Callback Date (Date Picker), Callback Time Preference (Radio), Notes (Textarea)
- "Sale Completed" disposition shows: Product Sold (Dropdown Select), Sale Amount (Number Input), Email Address (Email), Mailing Address (Address)
- "Wrong Number" disposition shows: Notes (Textarea) — minimal fields needed
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Conditional Field Display
Beyond per-disposition visibility, you can set up conditional fields that show or hide based on the value of another field. This creates dynamic, intelligent forms that adapt to the agent's inputs.
Example: You have a Radio field called "Interested in Product?" with options "Yes" and "No." You can configure a Dropdown Select field called "Which Product?" to only appear when "Yes" is selected. If the agent selects "No," the product field stays hidden, keeping the form simple.
Setting Up Conditional Display
- Open the field you want to conditionally show or hide.
- Look for the Conditional Display settings.
- Select the controlling field (the field whose value determines visibility).
- Select the trigger value(s) (the specific answer(s) that should make this field appear).
- Save your changes.
Conditional fields are a powerful way to build complex intake forms without overwhelming agents. The form starts simple and expands only when relevant.
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Contact Card Integration
Fields marked with Show on Contact Card have a special behavior: they appear in the Contact Information panel on the dialer page during live calls, not just in the post-call disposition form.
How It Works
- When creating or editing a field, check the Show on Contact Card option.
- During a live call, the field will appear in the Contact Information panel on the dialer page.
- The agent can fill in the field while they're still on the call — for example, entering the caller's email or updating their address in real time.
- When the call ends and the disposition modal appears, any values entered on the contact card auto-populate into the disposition form. The agent doesn't need to re-enter the information.
This feature bridges the gap between call-time data capture and post-call disposition, ensuring nothing gets lost in the transition.
Best candidates for Contact Card display:
- Caller Name (First + Last)
- Email Address
- Phone number updates
- Address
- Date of Birth
- Any field the agent can naturally collect during conversation
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How Disposition Works During a Call
Here's the complete flow your agents experience:
- Call ends: As soon as the call disconnects (whether the agent hangs up, the caller hangs up, or the call drops), the disposition modal automatically appears on the agent's screen.
- Select a disposition: The agent sees a dropdown list of all active dispositions that are in scope for the queue they were working in. They select the most appropriate outcome — for example, "Sale Completed" or "Not Interested."
- Custom fields appear: Based on which disposition is selected, the relevant custom fields appear in the form. If the disposition has conditional fields, they appear or hide dynamically as the agent fills in other fields.
- Fill in the fields: The agent enters data into the custom fields. Any fields that were already filled in on the contact card during the call are pre-populated automatically.
- Notes: If the selected disposition has Require Notes enabled, the agent must type notes before they can submit. Even if notes aren't required, there's always a notes field available for optional comments.
- Submit: The agent clicks Submit to save the disposition and all field data.
- Status returns to Available: After submitting, the agent's status automatically returns to Available, and they are ready to receive or make their next call.
The entire process is designed to be fast — a well-configured disposition form with the right fields can be completed in under 30 seconds.
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Tips and Best Practices
Keep Dispositions Simple and Specific
Aim for 8–15 dispositions per queue. Too few and you lose data granularity; too many and agents waste time scrolling through options or pick the wrong one. Make each disposition name self-explanatory so agents don't have to guess.
Use Categories Consistently
Stick to a consistent philosophy for your categories:
- Positive = the call achieved its goal
- Negative = the call did not achieve its goal and the lead is closed
- Follow Up = the lead is still open and needs another contact
- Neutral = the call was informational or administrative
This consistency makes your reports meaningful. If "Callback Requested" is sometimes marked Positive and sometimes Follow Up, your analytics will be unreliable.
Use Required Fields Sparingly
Every required field adds time to the disposition process. If an agent handles 100 calls a day and each required field adds 5 seconds, that's over 8 minutes per day per field per agent. Only require fields that are truly essential for your business processes.
Leverage Conditional Fields to Reduce Clutter
Instead of showing all possible fields for every disposition, use conditional logic to keep forms clean. Agents are more likely to enter accurate data when they see a focused form with only relevant fields.
Review and Refine Regularly
Pull disposition reports monthly and look for patterns:
- Are agents overusing a "catch-all" disposition? Maybe you need more specific options.
- Is a disposition never used? Consider removing or consolidating it.
- Are required fields being filled with junk data ("asdf," "123")? The field might not be necessary, or agents may need training on why it matters.
Use Contact Card Fields for High-Value Data
Any information your agents routinely collect during calls — name, email, phone updates — should be on the contact card. This reduces friction and ensures data is captured even if the call ends unexpectedly before the agent can disposition.
Last updated: February 24, 2026