What Is a Call Disposition?
A call disposition is the outcome an agent records when a call ends, such as Reached, Voicemail, Not Interested or Call Back. Dispositions turn every call into structured data, so teams can report on results, trigger follow-up tasks and keep dialer lists clean without reading through call notes.
How it works in Salesforce
Dispositions are usually a picklist on the call log (Task) that the agent completes in the softphone when a call ends. Because they're a picklist rather than free text, they can be filtered, grouped and used in automation.
Tips for a disposition list that works:
- Keep it to 6 to 8 options. Longer lists get skipped or used inconsistently.
- Make each option mean one thing, so "Not Interested" and "Wrong Number" aren't mixed up.
- Map each disposition to a next step, for example "Call Back" creates a follow-up Task and "Do Not Call" removes the record from dialer lists.
With dispositions in place, managers can see connect rates, outcomes by rep and campaign results directly in Salesforce reports.
Example
An SDR reaches a voicemail and selects "Voicemail". Salesforce logs the call, and the dialer schedules the record for another attempt two days later.
How 360 CTI handles it
360 CTI captures dispositions in the softphone, logs them with every call and supports AI-powered disposition to cut manual entry. See Lead & Agent Management.
Related questions
Follow-up questions
What's the difference between a disposition and call notes?
A disposition is a fixed outcome picked from a list. Notes are free text. Dispositions are what make reporting possible.
Who sets up dispositions in Salesforce?
Usually a Salesforce admin, as picklist values on the call log, agreed with sales or support managers.
Can dispositions trigger automation?
Yes. A disposition can create follow-up Tasks, update a Lead status or remove a record from a calling list.
See how 360 CTI handles this in your Salesforce org.