Attempt history and dispositions
One order may need several call attempts before you reach the customer. This page explains how to read successive attempts and how disposition (technical attempt result) differs from business outcome.
Multiple attempts for one customer
If the customer does not answer the first time, the bot retries per calling rules. All attempts for a customer appear in Customer call history — open it from Customers (row menu "…" → Call history). Each row is one attempt: order number, call date, status (Answered / Not answered), and short business outcome.
Several attempts for one order: one "Answered" with outcome (Verified, Upsell) and two "Not answered" without outcome, plus an earlier order below. "View details" opens the full report. Sample data (demo).
You can see clearly that one order may have multiple attempts: Not answered rows have no business outcome (no conversation); only an Answered attempt carries the customer's decision. View details opens the full call report for that attempt.
Disposition — what happened to the attempt
Disposition describes the technical result of dialing once. Common values:
| Disposition | Meaning | What the bot does |
|---|---|---|
| Answered | Customer picked up and conversation happened | Report with business outcome |
| Not answered | No one picked up in ring time | Schedules next attempt per rules |
| Busy | Line was busy | Schedules next attempt per rules |
| Voicemail | Call reached voicemail | Usually hangs up and retries later |
In the calls table attempt status shows as Answered or Not answered. Only answered calls have a full report with customer decision.
Disposition vs business outcome
Two different questions — do not confuse them:
- Disposition answers: did we connect? (technical).
- Business outcome answers: what did the customer decide? (confirmed, changed, replacement, upsell, declined, cancelled).
Example: three attempts with Not answered, fourth Answered — only the fourth has business outcome, e.g. "Confirmed". If no attempt reaches a conversation and the attempt limit is exhausted, the row gets Failed on the call list.
Failed is usually not a configuration error — most often simply no contact with the customer. If failed attempts are unusually high, see Why didn't the call happen?.
When the bot retries and when it stops
Attempt count, intervals, and allowed hours come from calling rules. The bot also skips customers who withdrew consent or are on Do Not Call (DNC). Details: Retries and DNC list and Consents, contact rights, customer DNC.