Pre-Deployment Call Disposition Taxonomy (Onboarding)

Pre-Deployment Call Disposition Taxonomy (Onboarding)

1. 01

   Pull 90 days of raw interaction logs from the client's current phone, chat, and email stack before configuring any AI routing

   Export at the interaction level, not the summary level. You need timestamps, channel, agent ID, and the free-text resolution note to build a taxonomy that reflects what actually happens on calls.

2. 02

   Cluster the free-text notes into 8 to 14 disposition codes and cap the list there

   Fewer than 8 codes collapses distinct intents that need different AI handling; more than 14 makes agent QA scoring unreliable and inflates the training set an agency must label.

3. 03

   Tag each code as automatable, assist-only, or human-required, and record the reason

   Payment disputes and cancellation saves usually land in human-required for regulated clients. Appointment rescheduling and order status typically qualify as automatable. Write the reason down so the client can challenge it later.

4. 04

   Map every disposition code to a named owner on the client side and a named owner on the agency side

   A code with no client owner becomes a permanent backlog item. Assign the client's ops lead to sign off on definitions and the agency's delivery lead to own configuration.

5. 05

   Set the containment target per code rather than as a single blended number

   A blended 50% containment figure hides that the platform resolves 80% of order status calls and 5% of billing disputes. Per-code targets make the retainer conversation concrete at the 30-day review.

6. 06

   Write the escalation trigger for each automatable code before go-live

   Define the exact condition (two failed intent matches, sentiment score below threshold, or a spoken keyword) that hands the call to a human, and confirm the warm transfer path works on a live test call.

7. 07

   Version the taxonomy and store it where both teams can edit it

   Disposition lists drift within weeks of launch. A shared versioned document prevents the client and the agency from working off different definitions during the first quarterly business review.