How call dispositions work
In a traditional call centre, the telecaller picks a disposition from a drop-down after each call, often in a hurry, so the labels are patchy. An AI voice agent sets the disposition itself, from what was actually said, and can attach the details behind it.
Here's the end of an EMI reminder:
- Caller: "Is mahine thoda tight hai. 15 tareekh tak kar dunga."
- Disposition: promise to pay
- Fields captured: promised date, the 15th; amount, the full EMI
Typical dispositions on Indian calls:
| Type of call | Common dispositions |
|---|---|
| Collections | Promise to pay, already paid, dispute, callback requested |
| Sales and leads | Booked, callback requested, not interested |
| Any campaign | No answer, voicemail, wrong number, do not call |
Why it matters
Dispositions decide what happens next. "Callback requested" needs a call at the time the person chose; "do not call" must never be dialled again; "promise to pay" needs a check on the promised date. Clean labels also make your analytics trustworthy, because connect and booking rates are counted from them.
How Kallix uses it
Every Kallix call gets a disposition from a catalogue of about 20 outcomes, along with sentiment and the fields the agent captured. Dispositions show live in campaigns, feed the analytics and reach your CRM through webhooks and the API. When someone asks not to be called, the request is recorded and that contact is excluded from every campaign.