Request the ability to enforce mandatory call disposition selection before users can complete a call or advance to the next contact within the native web dialer and power dialer experience.

Current Behavior

Currently, call dispositions are optional. Sales representatives can end a call, click "Done," or move to the next contact without selecting a disposition.

This results in:

Incomplete call activity records

Inaccurate reporting and analytics

Missed workflow automation triggers that depend on call outcomes

Reduced accountability and consistency across sales teams

Increased administrative effort to audit calls with missing dispositions

Requested Enhancement

Introduce a configurable setting that requires users to select a call disposition before they can complete a call session or proceed to the next lead/contact.

Expected Behavior

When mandatory dispositions are enabled:

Users cannot click "Done" without selecting a disposition.

Users cannot advance to the next contact in the dialer queue without selecting a disposition.

A validation message or modal prompts the user to select a disposition if one has not been chosen.

The selected disposition is saved with the call record before the user proceeds.

Suggested Implementation Options

Option 1: Location-Level Setting

Settings → Phone System → Require Call Dispositions

Toggle:

☐ Optional (Current Behavior)

☑ Required

Option 2: Dialer/Campaign-Level Setting

Allow enforcement to be configured per:

Power Dialer campaign

Calling campaign

User group/team

This would provide flexibility for organizations with different operational requirements.

Option 3: Validation Prompt

If no disposition is selected:

"Please select a call disposition before proceeding."

Actions:

Select Disposition

Cancel

Business Impact

Reporting & Analytics

Ensures complete call outcome data.

Improves sales performance reporting accuracy.

Enables reliable KPI tracking.

Workflow Automation

Supports automation workflows triggered by specific dispositions.

Prevents contacts from falling through the cracks due to missing outcomes.

Sales Team Accountability

Standardizes call logging practices.

Ensures every interaction receives a documented outcome.

Reduces manual follow-up and quality assurance efforts.

Operational Efficiency

Eliminates the need for managers to audit incomplete call records.

Improves CRM data integrity across the organization.

Use Case Example

A sales team using the Power Dialer requires every outbound call to be categorized as:

Connected

Left Voicemail

No Answer

Busy

Not Interested

Appointment Booked

Without mandatory enforcement, agents can move through hundreds of calls without recording outcomes, creating gaps in reporting and automation. Requiring a disposition before proceeding ensures complete and actionable data for every call.

Priority

Medium–High

Reason

This enhancement directly impacts CRM data quality, reporting accuracy, workflow reliability, and sales team accountability for organizations that rely heavily on outbound calling operations.