Start with how the data is used
Published September 9, 2026.
Disposition codes often grow one request at a time until several labels mean the same thing. List the decisions the data supports, such as knowledge updates, defect routing, staffing, or refund review. Keep a code only when it changes one of those decisions.
Test definitions with real cases
Give each code a plain definition, inclusion rule, exclusion rule, and example. Ask agents to classify the same small sample and discuss disagreements. A low agreement rate signals unclear categories, not careless people.
Migrate without erasing history
Map retired codes to the new structure and retain the original value where governance requires it. Mark the effective date so trend reports do not pretend the categories were stable. Review free-text and other usage for new gaps.
Use the cleaned taxonomy with a contact reason review and workload review. The GAO data reliability guide offers broader assessment principles.