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Dispositions (Wrap-Ups)

Dispositions allow you to record call outcomes and capture important information after completing a call. Use disposition forms to update contact records, create leads, and track call results.

What Are Dispositions?​

Dispositions are post-call forms that help you:

  • Record the outcome of a call
  • Update contact information
  • Create or update leads
  • Capture custom field data
  • Track agent performance

Accessing Dispositions​

After a Call​

When a call ends, you may be prompted to complete a disposition form automatically.

From the Menu​

Tap Wrap Ups in the navigation drawer to:

  • View pending dispositions
  • Complete missed wrap-ups
  • Review recent dispositions

Completing a Disposition​

  1. The disposition form appears after a call (or open from Wrap Ups)
  2. Select the call outcome from the dropdown
  3. Fill in required fields
  4. Complete any custom fields
  5. Tap Submit

Disposition Fields​

Standard Fields​

  • Call Outcome - Result of the call (e.g., Completed, No Answer, Voicemail, Callback Requested)
  • Notes - Free-text notes about the conversation
  • Follow-up Date - Schedule a follow-up if needed

Custom Fields​

Your organization may have custom fields configured:

  • Text fields for additional information
  • Dropdown selections
  • Checkboxes for specific options
  • Date fields for scheduling

Conditional Fields​

Some fields may appear or hide based on your selections. For example:

  • Selecting "Callback Requested" may show a callback date field
  • Selecting "Lead Created" may show lead-specific fields

Contact Updates​

Dispositions can update contact records:

  • Update phone numbers or email addresses
  • Add or modify custom field values
  • Record interaction notes to the contact timeline

Lead Creation​

Create leads directly from dispositions:

  • Select the option to create a lead
  • Choose the lead type
  • Fill in lead-specific fields
  • The lead is created and linked to the contact

Template Merge​

Disposition forms support template merge for contextual data:

  • Contact name and details auto-populate
  • Call information is included
  • Previous interaction data may be displayed

Validation​

Forms include validation to ensure data quality:

  • Required fields must be completed
  • Field formats are validated (phone, email, dates)
  • Conditional logic ensures relevant fields are filled

Pending Dispositions​

If you don't complete a disposition immediately:

  1. It's saved as pending
  2. Access it from Wrap Ups in the menu
  3. Complete it when ready
  4. Pending dispositions show a count indicator

Best Practices​

  • Complete dispositions immediately after calls while details are fresh
  • Use consistent outcomes across your team
  • Fill in all required fields accurately
  • Add detailed notes for complex interactions
  • Create leads promptly for qualified prospects