Glossary
Call Disposition
The final outcome category assigned to a completed call — resolved, escalated, booked, declined, no-answer, etc. Standardized for reporting and follow-up automation.
Call disposition is the structured outcome tag assigned at the end of every call: resolved-by-AI, warm-transferred, callback-required, booked-appointment, qualified-lead, disqualified-lead, voicemail-left, no-answer, etc. Dispositions feed every downstream report (deflection rate, conversion rate, follow-up workflows) and drive automation — a "callback-required" disposition triggers a CRM task; a "qualified-lead" disposition routes to an AE’s queue. Human contact centers typically have inconsistent disposition tagging because it’s done manually by tired agents at end-of-call; AI agents apply dispositions deterministically per defined rules.
Why it matters
- Powers every operational report: deflection, conversion, abandonment, escalation analysis.
- Triggers downstream automation — follow-up tasks, retention sequences, nurture enrollments.
- Consistent dispositioning across thousands of calls is impossible with humans; trivial for AI.
- Right disposition design surfaces the right business questions (e.g., separating "couldn’t resolve" from "wrong department").
- Disposition trends over time reveal script weak spots and intent shifts in your customer base.