Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin
Call disposition detection automatically categorizes every analyzed call by its reason and outcome, using a disposition list you define for your operation. Instead of agents tagging calls manually, Krisp assigns the most relevant disposition to each call based on the transcript. This gives you a consistent view of why customers contact your team and how those calls resolve, across all calls rather than a sample.
Dispositions are assigned per call and appear in both Speech Analytics and Agent Assist.
How call dispositions work
There is no default disposition list. You build a list that matches how your team classifies calls, and Krisp assigns one disposition to each call after it is analyzed.
Disposition lists are hierarchical and support up to four nested levels, so you can move from a broad category down to a specific reason. You define what each level represents. For example:
| Level | Example |
|---|---|
| Level 1 (category) | Complaint |
| Level 2 | Billing |
| Level 3 | Credit card |
| Level 4 | Unauthorized charge |
Build your dispositions list
You manage your dispositions list in the Admin Portal. Call disposition detection is a shared setting, so you can open the disposition editor from either Speech Analytics or Agent Assist.
Hint
The dispositions list is shared between Speech Analytics and Agent Assist. Any change you make applies to both products, no matter which one you open it from.
- Go to Team settings >>> Products >>> Speech Analytics.
- Under Enable Speech Analytics, turn on Call disposition detection.
- Click Manage dispositions list to open the disposition editor.
- Go to Team settings >>> Products >>> Agent Assist.
- Under After-call Summary, turn on Call disposition detection.
- Click Manage dispositions list to open the disposition editor.
Add dispositions
- Click Add to create a top-level disposition (category).
- Select + Add under any disposition to nest a child beneath it. Repeat to build up to four levels.
- Use Expand all or Collapse all to navigate a long list, and the search bar to find a specific disposition.
- Click Save to apply your changes.
Hint
To set up a large list quickly, use the CSV controls in the disposition editor:
- Upload CSV: import a list when no dispositions have been added yet.
- Replace with CSV: overwrite the current list with an imported file.
- Export CSV: download your current list.
- Clear: remove all dispositions from the list.
Where dispositions appear
Once a call is analyzed, its disposition appears in the Disposition card on the call's detail page in Call history, below the call score and above the summary. The card shows the full disposition path, with levels separated by a slash (for example, Provided troubleshooting steps / Restart the PC). The same disposition is available in Agent Assist.
To run disposition detection again for a single call, click Recalculate on the card.
Info
A disposition is assigned only to calls that Krisp analyzes. If a call is not analyzed, it will not receive a disposition. For the conditions that prevent analysis, see Call analysis results don't appear for Speech Analytics and Agent Assist.