Step 1: Navigate to Custom Dispositions
Log in to the Dialer.
Go to Call Routing → Dispo Status.
Click Manage Custom Dispo Results.
You will see a list of any custom dispositions that have already been created.
Step 2: Create a New Custom Disposition
Click Add Result (top right).
Fill out the required fields:
Name of Result
(Example: Retention Save, Assisted Handoff, Out of Scope)Icon
Choose the icon you want agents to see.Result Mapping
This determines how the disposition is reported and tracked.
Understanding Result Mapping
How you map the disposition directly affects reporting, close rate, and performance metrics.
If You Choose “Sale” Mapping:
It will calculate toward:
Close Rate
Total Sales
Agent Performance metrics
Even if you name it something else (ex: “Transfer Dispo”), if it’s mapped as a Sale, it will count as a sale.
Example:
If you create “Transfer Dispo” and map it to Sale, it WILL calculate toward close rate.
If You Choose “Transfer to Agent”:
It will show under:
Total Transferred to Agent
It will appear in reporting and analytics.
It will NOT count as a sale.
If You Choose “Custom Success”:
It will count as a successful call.
It will NOT count as a sale.
It will NOT impact close rate.
How Transfers Show in Reporting
On the Analysis Page, you will see metrics like:
Total Calls Connected
Total Billable Calls
Total Sales
Double Sales
Cost Per Sale
Total Transferred to Agent
Cost Per Sale Screener
If you map your disposition as:
Sale → Appears under Total Sales
Transfer to Agent → Appears under Total Transferred to Agent
Custom Success → Only counts as a successful call
Can You Edit or Delete a Custom Disposition?
You cannot edit a custom disposition after it’s created.
If you make a mistake, you can click the trash icon and delete it.
When deleted:
The disposition is marked as deleted.
It can no longer be used.
Historical reporting data remains unchanged.
All previously tracked metrics stay intact.
Even if the disposition had sales attached, deleting it does not remove historical reporting.
Step 3: Enable the Custom Disposition for Agents
Creating it does NOT automatically make it visible to agents.
To enable it:
Go back to Dispo Status.
Click Edit on the disposition set you want to update.
Scroll to the bottom of the list.
You’ll see your new custom disposition.
Enable it.
Save changes.
Important:
Make sure the correct Disposition Set is assigned to the appropriate queues.
If the wrong set is assigned, agents will not see the new custom disposition.
Best Practices Before Creating One
Decide first:
→ Should this affect close rate?
→ Should it only track transfers?
→ Should it just mark a successful call?Name it clearly so reporting is intuitive.
Double-check the Result Mapping before saving (it cannot be changed later).