Call Disposition
Call disposition is the outcome label assigned to a phone call after it ends, such as sale, callback, voicemail, not interested, or qualified lead. It provides the data foundation for tracking agent performance, measuring campaign effectiveness, and optimizing future outreach. In AI-powered communication platforms, dispositions can be assigned automatically based on conversation analysis.
What Is Call Disposition?
Call disposition is the standardized label applied to a call once it concludes. It categorizes the result — whether the call led to a sale, required a follow-up, reached voicemail, or resulted in a disqualification. Dispositions feed directly into reporting dashboards, campaign analytics, and workflow automation triggers that determine what happens next in the customer journey.
How AI Disposition Differs From Manual Logging
Traditionally, human agents manually select disposition codes after each call, which introduces inconsistency, delays, and errors. AI-driven disposition changes this process fundamentally:
- Automatic assignment based on real-time conversation analysis rather than agent memory
- Consistent categorization across thousands of concurrent calls without human variation
- Instant triggering of follow-up workflows such as SMS sequences or callback scheduling
- Richer data capture including sub-dispositions, sentiment tags, and intent signals
Why Call Disposition Matters for Business Owners
Without accurate dispositions, you cannot measure what is working in your outreach campaigns. Every unanswered call, every qualified lead, and every lost opportunity should be categorized and acted upon. Automated disposition turns raw call volume into actionable intelligence. Are your agents consistently logging call outcomes, or are gaps in data costing you visibility? How quickly can your system trigger a follow-up after a callback disposition is logged? What percentage of your calls result in outcomes that are never tracked?
How Plura Fits This Category
Plura's AI agents automatically classify call outcomes in real time, feeding disposition data directly into analytics and unified inbox records. Key capabilities include:
- Automated disposition: AI assigns outcome labels based on conversation content, eliminating manual logging
- Workflow triggers: Dispositions automatically launch follow-up actions — SMS, email, callback scheduling, or lead routing
- Campaign analytics: Disposition data powers real-time dashboards showing conversion rates, contact rates, and outcome distributions
- Compliance alignment: Every disposition is recorded with full audit trail for regulatory review
FAQs related to
Call Disposition
What is the difference between call disposition and call outcome?
They are often used interchangeably. Call disposition is the standardized label or code assigned to categorize the result of a call, while call outcome is the broader term for what happened. Dispositions are structured for reporting and automation, making them more actionable than informal outcome descriptions.
Can AI agents assign call dispositions automatically?
Yes. Modern AI voice platforms analyze conversation content in real time to determine the appropriate disposition without human input. This eliminates the inconsistency of manual logging and ensures every call is categorized immediately, enabling faster follow-up actions and more accurate campaign reporting.
How do call dispositions improve campaign performance?
Dispositions provide the data layer that reveals which campaigns, scripts, and audiences produce the best results. By tracking outcomes like qualified lead, sale, callback, and not interested across every call, teams can identify patterns, optimize targeting, and allocate resources toward the highest-performing segments.
What industries benefit most from automated call disposition?
Any industry running high-volume outbound or inbound call campaigns benefits significantly. Financial services, healthcare, real estate, and pay-per-call marketing see the greatest impact because they manage large call volumes where manual disposition logging creates bottlenecks and data gaps that hurt performance tracking.
What are common call disposition categories?
Standard categories include sale or conversion, qualified lead, callback requested, voicemail left, not interested, wrong number, do not call, and no answer. Advanced platforms add sub-dispositions and AI-generated tags such as sentiment, intent level, and objection type to provide deeper insight into each interaction.