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, Ancillary Sale, Block Caller)Icon
Choose the icon agents will 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
How to Count Ancillary, Hospital Indemnity, or Dental Sales as Sales
By default, only Medicare/ACA "Sale" dispositions count toward Total Sales. If your agency also sells ancillary products and wants them in the same Total Sales metric, build a custom dispo:
In Manage Custom Dispo Results, click Add Result.
Name of Result: e.g., Ancillary Sale, Hospital Indemnity Sale, or Dental Sale.
Result Mapping: Sale.
Save the result.
Go back to Dispo Status, open the dispo set used by your ancillary-handling queue, and enable the new dispo.
Save the dispo set.
📌 The new dispo will now appear in agent dropdowns AND each one counted will increment Total Sales and CPA. If you want it tracked separately, leave it as Custom Success instead.
Building a "Block Caller" Custom Dispo with a Suppression Webhook
If you want agents to block harassing or unwanted callers directly from the dispo screen (and have the number auto-added to your suppression list), build this workflow:
Create a custom dispo named Block Caller.
Result Mapping: You can use Trash.
Save and enable it in the relevant dispo sets.
Contact EnrollHere support and ask to attach a suppression webhook to the "Block Caller" dispo. We'll configure a webhook that posts the lead's phone number into your agency-wide suppression list any time this dispo is selected.
Verify the webhook is working — disposition a test call as "Block Caller" and confirm the lead appears in your Suppression list within ~1 minute.
📌 This pairs with the agency-level Blocked Direct Agent Call Lead Lists setting — see our How to Block Calls article for the full end-to-end blocking flow.
Custom Dispositions on Direct Agent Lines
Custom dispositions only appear on calls when (a) the dispo is enabled in the relevant Dispo Status set AND (b) that set is assigned to the queue or campaign handling the 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, can no longer be used, and historical reporting data remains unchanged.
Step 3: Enable the Custom Disposition for Agents
Creating a custom dispo 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).