Overview
This Manager Certification session focused on how dispositions function within Volie, why they are operationally important, and how they influence reporting, campaign behavior, automation, and agent workflows.
The session included:
Creating and editing dispositions
Understanding disposition settings
Managing disposition groups
Reporting and troubleshooting
Campaign expiration logic
Best practices for agent usage and coaching
Common mistakes and workflow recommendations
What Are Dispositions?
Dispositions are the outcomes agents select at the end of a call. They determine:
How the call is categorized
How reporting is calculated
Whether the customer remains in a campaign
Whether follow-up actions occur
Whether alerts or automations trigger
Dispositions are one of the most operationally important configuration items in Volie because they affect both:
customer workflow behavior
management reporting visibility
Why Dispositions Matter
The session emphasized that dispositions are not simply “labels” for calls.
The disposition selected by the agent directly affects:
Contact rate reporting
Lead percentage calculations
Appointment metrics
Campaign enrollment/removal
Callback scheduling
Alerts and notifications
Workflow automation
Customer lifecycle handling
Example Impact
Incorrect Contact Disposition
If an agent selects a disposition that denotes contact:
the customer may be removed from future attempts
reporting may show inflated contact rates
campaigns may expire customers prematurely
Incorrect Appointment Disposition
If an appointment-denoting disposition is selected incorrectly:
appointment counts may inflate
show-rate reporting may become inaccurate
agent performance metrics may be distorted
Account-Level vs. System-Level Dispositions
Managers were advised to only use:
Account-level dispositions
Older accounts may still contain:
legacy system-level dispositions
Important Difference
System dispositions:
do not evaluate properly in campaigns
may not expire customers correctly
may not behave properly in reporting
Recommendation
Audit older campaigns to ensure:
only account-level dispositions are being used
Creating a New Disposition
Navigation
Go to:
Admin
Dispositions
Click:
the “+” icon next to the search bar
Disposition Fields & Settings
Name
The disposition name determines:
what agents see
how reporting appears
how exports display data
Naming should be:
clear
specific
easy for agents to understand quickly
Disposition Settings Explained
Denotes Completion
Marks the customer as completed in the campaign.
Typical Use Cases
Appointment Scheduled
Service Completed
No Longer Interested
NOT Typically Used For
Ring No Answer
Left Voicemail
Busy Signal
If checked:
the customer lifecycle may end in that campaign
Send Survey / Alert
Allows the disposition to trigger email alerts.
Alert Emails Can Include
Agent notes
Call links
Customer information
Call summary details
Common Use Cases
Escalations
Status checks
Advisor follow-up
Manager review requests
Any disposition can be configured to trigger alerts.
Denotes Contact
Indicates:
the agent successfully spoke with the customer
This setting directly affects:
contact rate reporting
campaign completion behavior
Important Note
Incorrect usage can significantly distort reporting metrics.
Denotes Callback
Allows agents to:
schedule future callbacks
assign callback date/time
create follow-up tasks
When enabled:
callback scheduling fields appear during disposition selection
Denotes New Appointment
Allows agents to:
schedule appointments directly from the disposition
When enabled:
appointment date/time fields appear
vehicle information fields appear
This functionality is controlled by the checkbox itself — not the disposition name.
Reschedule / Cancel / Confirm Appointment
These settings allow agents to:
modify existing appointments
reschedule customers
confirm appointments
cancel appointments
When enabled:
appointment lookup tools appear during call handling
Denotes DNC
Marks the customer as:
Do Not Contact
Can be used alongside:
communication preference settings
automation rules
Lead
Determines whether the call counts as:
a lead opportunity
Primarily used for:
inbound reporting
appointment opportunity tracking
Typical Lead Dispositions
Appointment Scheduled
Price Quote
Availability Inquiry
Service Inquiry
Non-Lead Examples
Status Check
General Question
Call Transfer
This setting directly impacts:
lead percentages
inbound opportunity reporting
Common Misuse Issues Discussed
Disconnected/Hang Up Disposition Misuse
A major discussion point involved agents incorrectly using:
“Disconnected/Hang Up”
Examples included:
AI voicemail systems answering
automated screening systems
calls disconnecting before contact occurred
Risk
If the disposition denotes contact:
false contact rates occur
customers may exit campaigns prematurely
Recommended Solutions
retrain agents on correct usage
convert the disposition to non-contact if preferred
Blank Dispositions
If calls appear with:
no disposition selected
It usually means:
the agent refreshed the browser
the communication screen was exited improperly
Best Practice
Every call should receive:
a completed disposition
without refreshing the screen
Disposition Groups
Disposition groups allow managers to organize dispositions into reusable collections.
Common Grouping Strategies
Inbound vs. Outbound
Separate:
inbound-only dispositions
outbound-only dispositions
Store-Specific Groups
Different stores may require:
advisor-specific status checks
rooftop-specific workflows
different service structures
Brand-Specific Groups
Examples:
Ford group
Toyota group
Honda group
Upcoming Enhancement
A major feature update was announced during the session.
Future Behavior
Changes made to a disposition group will automatically update:
across all campaigns using that group
Current Behavior
Today:
managers must manually update campaigns individually
This enhancement is expected to significantly improve:
scalability
multi-store management
administrative efficiency
Advisor-Specific Status Check Workflows
Several teams discussed:
advisor-specific status check dispositions
Benefits
Allows teams to:
track advisor communication issues
identify repeat status-check patterns
measure advisor follow-up consistency
trigger advisor-specific alerts
Example Workflow
Customer requests status update for:
Advisor Bob
Disposition selected:
Status Check – Bob
Result:
alert emails can notify Bob or leadership
reporting can identify repeat status issues
Disposition Reporting
Communication Disposition Report
Managers can use the report to:
review disposition frequency
identify unusual usage patterns
analyze campaigns
audit agent behavior
Filtering Options
Organization
Campaign
Team member
Time range
Disposition type
Reporting Best Practices
Recommended Review Process
Step 1
Review:
Agent Efficiency reports
Heat reports
Step 2
If metrics appear incorrect:
investigate disposition usage
Step 3
Use:
Disposition Report
Conference Export Report
to identify:
misuse trends
unusual patterns
incorrect contact classifications
Common Red Flags
Examples
Appointment Scheduled not appearing in top dispositions
Excessive Ring No Answer usage
Inbound calls marked as voicemail
Large numbers of suspicious calls marked as contact
These patterns often indicate:
training gaps
misuse
workflow inconsistencies
Campaign Automation & Dispositions
Dispositions can automate:
campaign removal
campaign enrollment
follow-up routing
Example
A “Price Quote” disposition can:
automatically enroll the customer into a high-priority follow-up campaign
Campaign Expiration Settings
Within campaigns:
managers can define expiration logic based on dispositions
Expire by Appointment (Recommended Default)
When enabled:
customers exit overlapping campaigns once an appointment is scheduled
This is the standard recommended setup.
Expire by Contact
When enabled:
any contact disposition removes the customer from overlapping campaigns
Important Warning
This should only be used if:
disposition accuracy is very high
Otherwise:
customers may exit campaigns incorrectly
Best Practices Shared During the Session
Configuration Best Practices
Use account-level dispositions only
Keep disposition naming clear
Avoid excessive or overly nuanced dispositions
Organize workflows with disposition groups
Agent Coaching Best Practices
Teach agents WHY dispositions matter
Review correct use cases
Explain downstream reporting impact
Audit disposition usage regularly
Reporting Best Practices
Monitor disposition trends consistently
Review suspicious reporting changes quickly
Use exports to identify misuse
Validate contact dispositions regularly
Operational Recommendations
Managers were encouraged to:
standardize disposition usage
communicate workflow expectations clearly
document disposition definitions internally
review reporting regularly with leadership teams
The overall recommendation was:
enough dispositions to support operational visibility
but not so many that agents become overwhelmed or inconsistent
Session Q&A Highlights
Topics Discussed
Appointment credit during reschedules
Advisor-specific alert workflows
Multi-rooftop disposition management
Recently-used disposition suggestions
Reporting limitations and future enhancements
Contact-rate troubleshooting