Dispositions

Every call attempt ends in something. A person picked up. A phone tree answered. A voicemail took the message. The carrier said the number is dead. Dispositions is the page where that verdict is recorded for every number you have ever dialled, kept as a running state per contact, and turned into a decision about whether to call again.

It answers the question a call list can't: of the 4,000 numbers we dialled, which are worth another attempt, which need a person, and which must never be dialled again?

In this guide

• What a disposition is, and how one gets assigned
• Getting to the page
• The disposition taxonomy — every bucket and code
• Scopes vs outcomes: the two halves of the left rail
• Reading a contact row
• Recommended actions and what they mean
• The suppression register — stopping the dialler
• Automatic suppression
• Bulk actions: suppress, release, export
• The contact detail panel
• Custom dispositions for your account
• Troubleshooting

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1. What a disposition is

A disposition is the classified result of a call attempt: what actually answered.

After a call completes, the classifier reads the transcript and the telephony signals and picks exactly one code from the taxonomy — interested, voicemail_business, carrier_dead, and so on. That code carries four decisions with it:

• Which bucket it belongs to — did we reach a human, a machine, or nothing at all.
• A recommended action — retry, retry at another time, needs a human, or stop dialling.
• Whether it is terminal — is this the end of the road for this number.
• Whether it suppresses dialling — should the dialler stop calling this number entirely.

Each contact then carries a current disposition state: the latest code, the bucket, an attempt count, a machine streak (how many consecutive attempts hit an automated system), when it was last called, and whether it is suppressed.

Dispositions are per number, not per call. The Conversations page is the log of individual calls. Dispositions is the running verdict on the contact — which is what a dialler needs to decide what to do next.

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2. Getting to the page

1. Open the Voice AI hub.
2. Click Dispositions in the left navigation (the checklist icon).
3. The page opens at …/voice/dispositions.

Dispositions are derived from campaign calls, so the page shares the Campaigns feature gate. If your account does not have campaigns enabled, you will see an upgrade screen instead of the list.

The header reads Dispositions — "What actually answered each number — a person, a phone tree, a voicemail, or nothing at all."

Four figures sit under it:

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3. The disposition taxonomy

Dispositions live in four buckets. The bucket is the coarse verdict; the code inside it is the specific one.

Reached a human

A person picked up and spoke to the agent.

Machine answered

A phone tree, voicemail, screening prompt or carrier intercept picked up — not a person.

Why ai_assistant_answered exists. A conversational AI on the other end sounds exactly like a person — fluent, natural, asking follow-up questions. Without its own code these calls were classified as reached a human, which quietly inflated every connect rate. Fluency is not evidence of a human; the code is assigned when the answering side identifies itself as an AI or confirms it when asked.

No connect

The call never got through at all.

Unclassified

The classifier could not reach a confident verdict.

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4. Scopes and outcomes

The left rail has two kinds of entry, and they behave differently on purpose.

Scopes are places you go. Exactly one is active at a time, and choosing one clears any outcome filter.

Outcomes are the bucket/code tree underneath. Picking a bucket narrows to that bucket; picking a code narrows to that code. Choosing an outcome returns you to the All contacts scope.

Why they don't combine. Scopes and outcomes used to AND together, so Suppressed + Not Interested asked for numbers that were both and almost always showed "nothing matches". A scope is a place you are, not a filter you carry with you. Clicking the active scope again returns you to All contacts.

Each scope tells you what would have to happen for it to fill, rather than showing a dead end. An empty Suppressed scope reads "Nothing suppressed — every number is still callable."

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5. Reading a row

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6. Recommended actions

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7. The suppression register

The suppression register is the list of numbers the dialler must skip. Adding a number to it stops every future campaign dialling it, so the reason is always recorded and always visible to whoever confirms.

Six reasons are allowed:

When you suppress a selection, the reason is pre-filled from the disposition where the taxonomy has a matching slot. Anything else — a phone tree, a voicemail, a no-answer — files as Manual, because filing a voicemail as "dead number" would put a claim in the audit trail that the carrier never made.

A mixed selection — two dead numbers and a voicemail — also falls back to Manual, for the same reason. Only a unanimous selection inherits its disposition's reason.

Automatic suppression

Every disposition whose taxonomy row says suppresses dialling suppresses the number the moment it is assigned. That covers:

• do_not_call
• complaint_threat
• carrier_dead
• fax_modem
• carrier_blocked

You do not have to do anything for these — the number leaves the dialler on its own, and appears under the matching scope so a person can see it happened.

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8. Bulk actions

Select rows with the checkboxes, then use the action bar.

Suppress — opens a confirmation showing how many numbers, which reason is pre-selected and what that reason means. The result is reported honestly and in full, for example: "18 numbers suppressed · 3 already suppressed · 1 rejected." A partial failure never reads as a clean success.

Release — removes a live suppression so the number becomes callable again. Releases run in batches of 100 so a select-all of several hundred cannot fail wholesale.

Export CSV — downloads the selection as dispositions_YYYY-MM-DD.csv with these columns:

Number · Contact · Business · Disposition · Bucket · Attempts · Machine streak · Recommended action · Last called · Suppressed · Suppression reason

Every value is a real string or number — an unknown value is an empty cell rather than the word "undefined".

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9. The contact detail panel

Clicking a row opens a panel with the full history for that number:

• Attempts — total dials.
• Machine streak — consecutive automated answers.
• Last called and First seen.
• The current disposition, its bucket and its recommended action.
• The evidence: the quoted phrase from the transcript the classifier based its verdict on, colour-ruled by bucket.
• A link to the most recent conversation, so you can listen to the call the verdict came from.

Always read the evidence before acting on a Report. The classifier's bar for complaint_threat is deliberately high — being shouted at is not a report — but a false positive permanently kills a real number, so the quote is there to check.

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10. Custom dispositions

The system taxonomy is owned by Sysevo and is identical for every account: it is the vocabulary the classifier is trained against, so it cannot be edited or deleted.

Your account can add its own codes on top. A custom code belongs to your account only, needs a bucket, a label, a description and a recommended action, and appears in the outcome tree beside the system ones. Custom codes are visible only to your account.

The description on a disposition doubles as the classifier's instruction for that code. Write it as a discriminating rule — what evidence proves this outcome and what does not — rather than a summary.

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11. Troubleshooting

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Related guides

• Campaigns — the outbound calling the dispositions come from
• Conversations & Recordings — the individual calls behind each verdict
• Callbacks — callbacks extracted from calls
• Compliance & Calling Hours — the calling window and the suppression summary