Dispositions: Call, Contact, and System

Updated: September 12, 2024

Dispositions are communication outcomes, set from the last contact effort, that can determine a contact's standing in the customer's journey. Dispositions are an essential feature as they are tied to contact management, reporting, as well as integrations. This article unpacks the similarities and differences between call, contact, and system dispositions to better understand how they operate and relate to one another.

Call Dispositions

Go to: Data > Call Dispositions

Call dispositions are call-level outcomes that are manually set, on the agent dashboard, after a phone call has ended. For example, “appointment scheduled,” “left voicemail,” and “sale made” are common call dispositions. Used in conjunction with contact and system dispositions, call dispositions are used to assess the outcome of a phone call, which ties in with the overall standing of the contact.

Call dispositions are only a part of the picture. By themselves, they only explain the result of the last call. They don't give a complete picture as to how the contact will move forward. However, if their last ten outbound calls are dispositioned as "No Contact" or "Left Voicemail," that may be an indicator. At the same time, "Call Back Scheduled" or "Appointment Schedule" are also an indicator.

Each business is unique and may need other call dispositions that make more sense for the business than the defaults provided. If new call dispositions are needed, click HERE to learn how to create new ones.

Contact Disposition

Contact dispositions are used to determine the standing of the contact's journey aside from the contact's last call disposition or system disposition. Contact dispositions are set directly on the contact form regardless of the last call or system disposition. Contact disposition are set based on new information, whether a phone call, email, SMS, sign-up, etc.

For example, say an agent calls a contact, but the line is busy. The agent may set the call disposition as "No Answer." However, after a few minutes, the agent receives an SMS that reads, "Sign me up!" The agent can set an "Interested" contact disposition, and after they're signed up, the contact disposition can then be changed to "Sale Made."

Keep in mind, contact dispositions are not overwritten or updated based on call or system dispositions. They are used in conjunction with call and system dispositions, which are used to assess the contacts' overall standing.

If new contact dispositions are needed, go to Data > Contact Dispositions to create new ones.

System Disposition

System dispositions are essentially call dispositions, but set by the platform based on the signaling received from the carriers.

For example, if an outbound call results in indefinite ringing, based on that signal, the platform will produce a "No Answer" system disposition. Or, if someone answers the phone, the platform will produce an "Answered Human Agentconnect" system disposition.

System dispositions not only tell about the connectivity of contacts' phone numbers, but also may show patterns or behaviors of answerability.

Contact Form Disposition Edits

Call and contact dispositions can be edited on the contact form from the agent and manager dashboards. When editing dispositions on the contact form, it's important to do this with accuracy. It's good practice to inform the team of any contact changes when necessary. 

For example, if a contact disposition is changed to one that triggers an automation, and the contact owner working on that contact isn't made aware, it can potentially stir up confusion.

The need to make disposition changes outside of a phone call is understandable and expected, we simply say ensure intentionality and consideration.

Conclusion

As previously mentioned, dispositions are the markers used for contact management, agent activity, and reporting. By having a better understanding of dispositions differences and similarities, we hope it helps with understanding the platform overall as well as with running your business more effectively.