Every call ends with an outcome. A call disposition records it from a fixed list of codes, so it can be counted, filtered and acted on. Agents usually choose the disposition during wrap-up; the dialer sets system outcomes itself, such as no answer, busy or answering machine.
A typical outbound list:
- Sale or appointment set
- Callback requested
- Not interested
- Wrong number
- Do not call
Dispositions drive what happens next. A callback disposition schedules another attempt, a do-not-call disposition can add the number to the do-not-call list, and a final outcome removes the contact from further dialing. They are also the raw material for conversion and list penetration reports.
Keep the list short and unambiguous: if agents have to choose between twenty similar codes, the data becomes unreliable. In OVOKY, each campaign links a call script, a set of dispositions and a pause group, and every attempt is stored on the contact timeline in the agent workspace.