Disposition Code
A disposition code is a standardized label assigned to a support interaction upon closure that categorizes the outcome, reason for contact, and resolution type for reporting and analysis.
In Depth
Disposition codes create the structured data that drives support analytics and decision-making. They answer three key questions: why did the customer contact us (contact reason), what happened during the interaction (interaction type), and how was it resolved (resolution category). Examples include 'billing inquiry - resolved by refund,' 'technical issue - escalated to engineering,' or 'general question - answered from knowledge base.' Accurate disposition coding is critical for identifying trending issues, measuring resolution effectiveness, staffing planning, and product improvement feedback.
However, manual disposition coding is notoriously inconsistent — agents under time pressure select incorrect codes or default to generic categories. AI solves this by automatically analyzing the conversation content and assigning disposition codes with high accuracy, ensuring data quality while eliminating the manual burden from agents.
Related Terms
After-Call Work
After-call work (ACW) is the set of tasks an agent performs immediately after ending a customer interaction, including notes documentation, ticket updates, follow-up scheduling, and disposition coding.
Ticket Management
Ticket management is the process of creating, tracking, prioritizing, and resolving support requests (tickets) through their entire lifecycle from submission to closure.
Reporting
Reporting is the structured process of collecting, organizing, and presenting data about business performance to stakeholders for analysis, accountability, and decision-making.
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