How to give one agent extra disposition statuses

Sometimes a single agent needs a few extra ways to wrap up a call that nobody else on the campaign should see. The Additional Status Group field on the user record does exactly that. It attaches a named group of Disposition statuses to one agent, in addition to everything they already inherit. No campaign change, no new group of users, just a targeted set of statuses for the person who needs them.

What a status group is

A Status (lead status) is the code an agent picks at the end of a call to record what happened, like sale, no answer, or callback. A status group is just a reusable bundle of those codes. VICIdial lets you build status groups once and then point various parts of the system at them. The Additional Status Group field is one of those pointers, scoped to a single user.

How the statuses stack up

When an agent dispositions a call, the list of available statuses they see is assembled from several sources at once. The Additional Status Group is layered on top of the rest. Roughly, the agent gets:

• The built-in system statuses every agent has.
• The statuses defined on the Campaign they are logged into.
• The status group attached to the active Lead list.
• The status group on the Ingroup for inbound calls.
• And finally, the Additional Status Group on the user record itself.

The default for this field is blank, which means disabled and the agent just gets the normal stack. Set it to a status group and those codes appear for that agent and nobody else, regardless of which campaign or list they happen to be on.

flowchart LR
  A[System statuses] --> Z[Agent disposition list]
  B[Campaign statuses] --> Z
  C[List status group] --> Z
  D[In-group status group] --> Z
  E[Additional Status Group on user] --> Z
  Z --> F[Agent picks a status]

When it earns its keep

The classic case is a specialist who handles outcomes the rest of the floor never touches. A retention agent might need an escalation code, or a verifier might need a QC-style outcome that would only confuse a fronter. Rather than bolting those codes onto a shared campaign, you give them to one user. The shared workflow stays clean and the specialist gets the Wrap-up options their role demands.

It also pairs well with team structure. If you run separate teams through User group boundaries, the Additional Status Group lets you fine-tune one person inside a group without reshaping the group itself. That kind of surgical control is exactly what per-user fields are for.

A couple of cautions

Keep the extra codes meaningful. Every status an agent can choose is one more thing they have to think about at the end of a call, and a cluttered disposition screen slows everyone down. Build the status group deliberately, name it clearly, and only attach it to the users who genuinely need it.

Where this fits

This field is one piece of how you tailor individual agents inside a shared system. For the wider context on users, groups, and per-user overrides, read the VICIdial users and groups guide. To understand which menu options different staff can even reach, our user permission matrix article is a good next read.

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