![\"How](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/How-to-Configure-Disposition-Codes-in-Microsoft-Copilot-Service-Admin-Center.png\")
<\/p>\n<\/p>\n
Have you ever closed a customer chat and wondered how to keep track of what actually happened?<\/p>\n
Was the issue resolved, escalated, or left open?<\/p>\n
This is where Disposition Codes in Microsoft Copilot Service Admin Center come in.<\/p>\n
Disposition Codes help agents categorize the outcome of each customer interaction across channels like chat.<\/p>\n
For managers, they provide valuable data for reporting, analytics, and improving customer service quality.<\/p>\n
In this guide, we\u2019ll walk you step by step on how to configure and use disposition codes in Copilot Omnichannel workstreams.<\/p>\n
Disposition Codes are labels agents select when ending a customer interaction. They:<\/p>\n
Tip: Well-structured disposition codes give leaders better insights into customer satisfaction and agent performance.<\/em><\/p>\n Before you start, ensure the following roles and privileges are correctly assigned:<\/p>\n 1. Go to Copilot Service Admin Center<\/strong>.<\/p>\n 2. Navigate to: Customer Support \u2192 Customer Settings \u2192 Disposition Code \u2192 Manage<\/strong>.<\/p>\n 3. Toggle Turn on Disposition Code<\/strong>.<\/p>\n 4. (Optional) Select Require disposition code to close session<\/strong> if you want agents to always pick one.<\/p>\n 5. Set the Maximum Disposition Codes Allowed<\/strong> (Default = 2, Maximum = 12).<\/p>\n 💡 Tip: Limit codes to 5\u20137 to avoid overwhelming agents.<\/em><\/p>\n Once enabled globally, you can create and customize codes:<\/p>\n 📌 Example: You can create an Escalation<\/strong> category for unresolved cases.<\/p>\n Go on adding such Disposition codes as per your need:<\/p>\n Note: \u201cDo Not Contact\u201d is a default system code under \u201cAll\u201d workstreams. It cannot be deleted or edited.<\/em><\/p>\n You can configure codes at the workstream level<\/strong> too:<\/p>\n 1. Navigate to Customer Support \u2192 Workstream<\/strong>.<\/p>\n 2. Scroll down to Disposition Codes<\/strong>.<\/p>\n 3. Choose to either:<\/p>\n This ensures accurate session tracking for reporting and future analysis.<\/em><\/p>\n During Ongoing Conversations<\/strong><\/p>\n Disposition Codes are visible in the agent\u2019s Conversation Window.<\/p>\n Disposition Codes After a Session Ends<\/strong><\/p>\n When an agent finishes a chat or interaction, they are prompted to log its outcome using disposition codes. Here\u2019s how it works:<\/p>\n 1. Go to Copilot Service Workspace \u2192 Close a Session<\/strong>.<\/p>\n 2. From the available categories, select at least one Disposition Code<\/strong>.<\/p>\n 3. Agents can pick one or multiple codes (depending on configuration) to record the session outcome. These are stored for future reporting and analytics.<\/p>\n For more details, you can refer to the MS doc<\/a>.<\/p>\n Note on Limits:<\/strong><\/p>\n Tip: Keep the limit aligned with your business needs\u2014too many options can slow down agents, while too few may reduce reporting accuracy.<\/em><\/p>\n Best Practices for Disposition Codes<\/strong><\/p>\n Real-Life Use Cases<\/strong><\/p>\n FAQs:<\/strong><\/p>\n 1. What is the maximum number of disposition codes allowed in Copilot Service Admin Center?<\/strong><\/p>\n You can allow up to 12 codes<\/strong>, though the default is 2.<\/p>\n 2. Can an agent close a session without selecting a disposition code?<\/strong><\/p>\n No, if the administrator has made disposition codes mandatory, agents must select one before closing.<\/p>\n 3. What\u2019s the difference between global and workstream disposition codes?<\/strong><\/p>\n Global codes apply across all workstreams, while workstream-specific codes allow customization for individual channels.<\/p>\n 4. Is there a default disposition code?<\/strong><\/p>\n Yes. \u201cDo Not Contact\u201d<\/em> is automatically available under all workstreams and cannot be edited or deleted.<\/p>\n Disposition Codes in Copilot Service Admin Center help you track the true outcome of customer interactions, improve reporting, and boost service quality. By configuring them smartly and keeping the code simple, you empower agents to log meaningful data while providing managers with the insights needed to enhance the customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":" Have you ever closed a customer chat and wondered how to keep track of what actually happened? Was the issue resolved, escalated, or left open? This is where Disposition Codes in Microsoft Copilot Service Admin Center come in. Disposition Codes help agents categorize the outcome of each customer interaction across channels like chat. For managers,\u2026 Read More »<\/a><\/span><\/p>\n","protected":false},"author":15,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[2746,2361],"tags":[3220],"class_list":["post-42221","post","type-post","status-publish","format-standard","hentry","category-copilot","category-technical","tag-microsoft-copilot-service-admin-center"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/42221","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/comments?post=42221"}],"version-history":[{"count":0,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/42221\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/media?parent=42221"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/categories?post=42221"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/tags?post=42221"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Pre-Requisites Before Configuration<\/strong><\/h3>\n
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Step 1: Enable Disposition Codes (Global Settings)<\/strong><\/h3>\n
![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/1Microsoft-Copilot-Service-Admin-Center.png\")
<\/p>\n![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/2Microsoft-Copilot-Service-Admin-Center.png\")
<\/p>\n![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/3Microsoft-Copilot-Service-Admin-Center.png\")
<\/p>\nStep 2: Manage Disposition Codes (Add, Edit, Delete)<\/strong><\/h3>\n
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![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/4Microsoft-Copilot-Service-Admin-Center.png\")
<\/p>\n![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/5Microsoft-Copilot-Service-Admin-Center.png\")
<\/p>\nStep 3: Assign Codes to Specific Workstreams<\/strong><\/h3>\n
![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/6Microsoft-Copilot-Service-Admin-Center.png\")
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![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/7Microsoft-Copilot-Service-Admin-Center.png\")
<\/p>\nStep 4: Using Disposition Codes in Conversations<\/strong><\/h3>\n
![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/8Microsoft-Copilot-Service-Admin-Center.png\")
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![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/9Microsoft-Copilot-Service-Admin-Center.png\")
<\/p>\n![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/10.png\")
<\/p>\n![\"Microsoft](\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2025\/09\/11Microsoft-Copilot-Service-Admin-Center.png\")
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Conclusion<\/strong><\/h3>\n