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How does call disposition data work?

This article explains the call disposition and scoring process, along with detailed descriptions of each disposition category.

Summary and The Process

Thank you for your interest in the call disposition process. To give users meaningful insight into their calls, we follow a three-step system:

  • Call Transcription – All calls are transcribed for analysis.
  • AI Scoring – Artificial intelligence answers approximately 40 scorecard questions based on the transcript.
  • Disposition Logic – Advanced logic then categorizes each call into a specific result based on call content, lead status, and recruiter behavior.

How the Data is Setup

Call Disposition data is broken into three tiers that we will discuss in detail in this article:

  1. Answer Result
  2. Call Result
  3. Disposition

Tier 1 - Answer Result

This tier is self-explanatory. By evaluating the call transcript, we can determine if there was a successful answer by the recruiter or call agent.

  • Answered
  • Unanswered

Tier 2 - Call Result

This tier focuses on determining the eligibility of the caller. If the call is answered and the candidate does not meet criteria for being marked "Ineligible" or "Not Interested," they are categorized as Eligible.

  • Eligible – A qualified candidate was on the line.
  • Ineligible – The candidate was disqualified based on specific criteria (see disposition for details).
  • Not Interested – The candidate expressed that they are not interested in the job.
  • Transferred – The call was transferred to another recruiter or division.
  • Reached VM – The call was unanswered but successfully reached voicemail.
  • Disconnected – The call was disconnected, either before or after being answered.
  • DNC Requested – The caller requested not to be contacted again (Do Not Contact).

Tier 3 - Disposition

This tier serves as the final disposition reason for "what happened" on the call. It's an additional descriptor to Tier 2. 

Eligible

  • Sent App/Info - The ideal end to a phone call: the recruiter or agent sent the caller the full application or more information about the job.
  • Follow Up - The caller was following up about the job. This could be where they have already submitted an application and are awaiting a response.
  • Callback Scheduled - The call agent informed the caller they would schedule another time to discuss the job.
  • No Action - The caller was deemed eligible, but no precise action was taken on the call such as sending an application or scheduling a follow up.

Ineligible

  • Experience - The candidate did not have sufficient experience to qualify for the job.
  • Application Not Accepted/App Denied - The candidate submitted an application, but the agent informs them it has been denied.
  • Out of Area - The candidate is not located in the hiring area for the job.
  • Driving Record - The candidate's driving record caused them to be ineligible for the job - could be related to accidents or DUIs.
  • Number of Jobs - The candidate has had too many jobs in a certain timeframe and have been marked ineligible.
  • CDL Status - The candidate's CDL status is not adequate for the job requirements.
  • Criminal Record - The candidate's criminal record disqualifies them for the job.
  • Age - The candidate's age is not within the requirements for the job.
  • Other - Sometimes candidates are marked as ineligible for reasons that do not fit adequately into one of the above reasons, and they get marked as "other". 

Not Interested

  • Route – The specifics of the route caused the driver to no longer be interested in the job.
  • Home Time – The expected home time did not meet the candidate’s needs or expectations.
  • Freight – The type of freight being hauled was a dealbreaker for the candidate (e.g., flatbed, reefer, hazmat).
  • Already Employed – The candidate is already employed elsewhere and not actively looking.
  • Pay – The compensation offered did not meet the candidate's expectations.
  • Equipment – The type or condition of equipment used in the job was not acceptable to the candidate.
  • Benefits – The benefits package (insurance, PTO, 401k, etc.) was not competitive or attractive enough.

Reached VM 

  • Left VM - The candidate successfully left a voicemail
  • No VM/Dead Air - There was no option to leave a voicemail; the line either disconnected or went silent.

Transferred

  • Reached VM / Left VM – Candidate was transferred and voicemail was left.
  • Reached VM / No VM – Candidate was transferred but there was no voicemail option.

Wrong Number

  • Incorrect Dept. - The candidate called the incorrect department.
  • External - The call was from an external, unrelated source, and they had the wrong number. 

Disconnected

  • During IVR - The candidate disconnected during the IVR (interactive voice response) menu before reaching a person.
  • After Recruiter Answered - The candidate disconnected after being connected to a recruiter, without continuing the conversation.