Disposition
A disposition is a person's verdict on a call: what a human decided it actually was, recorded with who decided it. It is stored in its own field, separate from the outcome the engine derived, and nothing automated ever writes over it — not the model, and not a carrier update that arrives after the call has ended.
Why a human verdict needs its own column#
A call record collects verdicts from three directions. The carrier reports what the network did. The engine classifies what the conversation was about. A person, afterwards, decides what it really was — that the enquiry was not serious, that the caller had the wrong company, that this one matters and somebody should ring back.
Keeping them in one field means the last writer wins, and the last writer is usually the slowest: a redelivered webhook, a re-classification, a reprocessed transcript. The person who took thirty seconds to record what they knew would find it quietly replaced by something that knew less. So the disposition and the note beside it are in columns that automated writes are forbidden to touch, and the carrier's own updates fill in only the fields the carrier is the authority for.
Where it is set and where it is read#
- On the call record, after the call — the ordinary place.
- In the calls sheet in Data, where the disposition column is editable and can be set across several rows at once.
- In the live supervisor view, alongside the engine's outcome, so somebody watching a call can see both verdicts side by side.
- In the context a later conversation is given, which is why a disposition is worth setting on the calls that were misleading rather than only on the interesting ones.
There is no fixed vocabulary imposed on it. A workspace that wants a consistent set of words agrees them and uses them; Connect stores what was written rather than forcing a list, because a list that does not fit a business produces dispositions that are technically valid and mean nothing.
Four things it is not#
- The outcome
- The engine's classification of the call, derived from the conversation. The two disagree often, and the disagreement is information rather than an error.
- The provider status
- What the network did — ringing, answered, busy, no answer, failed, cancelled, voicemail. That is the carrier's report, not a judgement about the call.
- The note
- Free text about the call. The disposition is the verdict; the note is the detail, and a note without a verdict leaves nothing sortable.
- Hangup attribution
- Who put the phone down. Useful, measured separately, and unrelated to what the call was about — see hangup attribution.
The first row is the one to hold on to. If every disposition in a workspace matches the outcome beside it, either the engine is classifying well or nobody is disagreeing with it — and those two states look identical until somebody checks a few calls by hand.
Questions#
Can Connect set a disposition itself?
No. That is the point of the field. Connect writes the outcome; the disposition stays a record of what a person decided, which is what makes it usable as evidence about the engine's accuracy.
Can I change a disposition after setting it?
Yes, by a person, and the name stored with it updates. What cannot change it is anything automated arriving afterwards.
Does a disposition affect what Connect does next?
It is part of the record a later conversation draws on, so it informs rather than commands. A durable instruction — never ring this number again, treat this company as a supplier — belongs in memory, where the engine reads directions rather than history.