Call Dispositions Overview

What Call Dispositions Are

Call dispositions categorize the outcome of a call. After a
call ends, an agent or the system
assigns a disposition that describes what happened: the
caller was interested, left a voicemail, was not qualified,
requested a callback, etc.

Dispositions drive downstream behavior. Schedule actions can
branch based on disposition. Lead wait rules can apply
different wait times based on disposition. Reports can
filter and group by disposition.

Two Concepts

The system uses two concepts:

• System Dispositions: Applied automatically when a call is created (one per call). These are configured across all calls.
• Agent call disposition: the per-call record. Applied when an agent selects a disposition or the system auto-applies one.

One Disposition Per Call

Each call has exactly one agent disposition record. This is
enforced as a one-to-one relationship.