Call Dispositions and Outcomes

Call Dispositions vs Agent Dispositions

TrackDrive has two related disposition concepts. A call disposition describes a company-level outcome label ("Interested", "Wrong Number", "Do Not Call", "Voicemail", and so on). Each company defines its own list. System dispositions (those generated by the platform itself) are flagged as system-level; user-facing pickers filter these out so agents only see human-curated labels.

An agent call disposition is the record linking a call to the disposition selection made by an agent. There is one agent disposition record per call. This record captures which labels the agent checked, free-form notes, and the timestamp of the selection.

Disposition Gets Set

• Agent selects it from the template/custom dispositions displayed on the left of Agent Screen

Dispositions drive reporting, and they can also drive automation: a "Do Not Call" disposition can fire a schedule that stops all future outreach to the lead.

A single call can have a disposition without a conversion (an agent marked it "Interested" but no buyer paid). It can have a conversion without an agent-set disposition (a conversion rule fired automatically based on duration or a buyer webhook). It can have both, or neither.