How to use Advanced Dispositions on campaigns
Use Advanced Dispositions after setup so agents pick a Disposition Group in the Communication Center, and so you can keep groups, priorities, and campaign mappings up to date.
Before you start
Before you use Advanced Dispositions on campaigns:
Complete setup in How to set up Advanced Dispositions (Disposition Groups created and applied; campaign Disposition Mode set to Advanced)
An Admin role for changing groups, priorities, and campaign mappings (agents use the Communication Center disposition form on Advanced campaigns)
Definitions
These terms appear when you use Advanced Dispositions:
Term | Meaning |
Disposition Group | A named set of dispositions created under Admin → Disposition Groups and applied to one or more campaigns. |
Priority | The order of Disposition Groups on a campaign. Priority 1 is auto-selected for agents on the disposition form. |
Steps
Follow these steps to use Advanced Dispositions on campaigns:
Go to the Communication Center / Call Screen and open a lead on a campaign that uses Advanced disposition mode.
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On the disposition form, select a Disposition Group first. The highest-priority group (priority 1) is selected automatically.
Select a Disposition from the list for that group. The Disposition dropdown shows only dispositions from the selected group.
Complete the disposition as usual (for example, Save → Stop or Save → Dial Next).
To change which group agents see first, go to Admin → Campaigns, edit the campaign, open the Dispositions tab, and drag Disposition Groups to reorder priority.
To refresh dispositions across campaigns, go to Admin → Disposition Groups, edit the group, and add or remove dispositions. Those changes are applied to campaigns that use that group.
To attach another group to a campaign already in Advanced mode, open the campaign Dispositions tab, select Apply Disposition Group, choose the group, and select Apply.
To configure alerts on dispositions after groups are applied, expand a group on the campaign Dispositions tab and configure alerts on the dispositions there.
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Tips
When you use Advanced Dispositions, these tips help:
Create separate groups for common interaction types (for example, Inbound and Callback), apply both to the same campaign, and set Inbound as priority 1 so agents land there first.
Build a standard Disposition Group once, then apply it to each campaign that should share the same outcomes.
A disposition can belong to more than one group on the same campaign.
When a parent campaign uses Advanced mode, child campaigns can inherit the disposition mode, groups, priorities, and group-to-disposition mappings from the parent.
What success looks like
When Advanced Dispositions is working, agents on an Advanced campaign see a Disposition Group dropdown (priority 1 pre-selected), then a filtered Disposition list, and can save the outcome normally. If agents cannot complete a disposition, confirm the campaign has at least one Disposition Group applied and that Advanced Dispositions is enabled for the account.
Limitations
Advanced Dispositions has these verified limits:
If an Advanced campaign has no Disposition Groups configured, agents cannot complete a normal disposition flow until groups are applied.
The Disposition Group the agent selected is stored with the communication disposition. At least one call log export includes a disposition group name column for Advanced campaigns (blank for Default). Availability in other reports or exports may vary by account.
Common questions
Do agents have to pick a group every time?
On Advanced campaigns, agents select a Disposition Group first. Priority 1 is pre-selected, so they only change the group when the interaction needs a different group.
If I update a Disposition Group, do my campaigns update too?
Yes. When you add or remove dispositions from a Disposition Group under Admin → Disposition Groups, those changes are applied to campaigns that use that group.
Can the same disposition appear in more than one group on a campaign?
Yes. A disposition can belong to more than one Disposition Group on the same campaign when you use Advanced Dispositions.
Can I still set alerts on dispositions?
Yes. After groups are applied, expand a group on the campaign Dispositions tab and configure alerts on dispositions there.
Where does the selected group show up for reporting?
The group the agent selected is stored with the communication disposition. At least one call log export includes a disposition group name column for Advanced campaigns (blank for Default). Availability in other reports or exports may vary by account.
Related articles
How to set up Advanced Dispositions