Priorities determine which disposition wins when a call matches multiple criteria. This guide explains how the priority system works and how to set it up correctly.
How Priorities Work
When a call matches multiple dispositions, Moja selects the one with the highest priority number.
Basic Example
A call matches:
"Sale" (Priority: 100)
"Customer Service" (Priority: 60)
Result: The call is classified as "Sale" because 100 > 60
💡 Key Concept: Higher number = More important
Real-World Scenario
The Customer Journey Call
Imagine a 10-minute call where:
Minute 1-2: Customer asks about account balance (matches "Customer Service")
Minute 3-7: Agent offers an upsell product
Minute 8-9: Customer provides payment info (matches "Sale")
Minute 10: Customer says "thank you" and hangs up
Both dispositions match:
"Customer Service" – Priority 60
"Sale" – Priority 100
Final classification: Sale
Why this matters: Even though the call started as customer service, the sale is the more valuable outcome and should be what you track for reporting and commissions.
📸 Screenshot needed: Call detail showing both dispositions matched, with Sale winning
Priority Best Practices
Use a Hierarchy System
Don't assign random priorities. Use a structured system:
Priority Range | Use For | Examples |
---------------- | --------- | ---------- |
100-110 | Revenue-generating outcomes | Sale, Booking, Enrollment, Contract Signed |
75-95 | Qualified leads (high intent) | Appointment Scheduled, Callback Requested, Demo Booked |
50-74 | Service calls | Customer Service, Billing Inquiry, Tech Support |
25-49 | Low-value outcomes | Not Interested, Hang-up, Wrong Number |
1-24 | Negative outcomes | Spam, Scam, Fraud, Abusive Language |
Leave Gaps Between Priorities
❌ Don't do this:
Sale: 100
Callback: 99
Customer Service: 98
Not Interested: 97
Why it's bad: If you need to add a new disposition between "Sale" and "Callback," you'll have to renumber everything.
✅ Do this instead:
Sale: 100
Callback: 80
Customer Service: 60
Not Interested: 40
Spam: 10
Why it's good: You have room to insert new dispositions (e.g., "Demo Scheduled" at Priority 90) without changing existing ones.
Common Priority Scenarios
Scenario 1: Sale After Customer Service
Setup:
Customer Service: Priority 60
Sale: Priority 100
Call flow:
Customer calls about account issue (Customer Service matches)
Agent resolves issue, then upsells product
Customer buys product (Sale matches)
Result: Sale (100 > 60)
This is correct because the sale is more valuable than the service inquiry.
Scenario 2: Short Call vs. Valid Callback
Setup:
Spam (short call): Priority 10
Callback: Priority 80
Call flow:
Call lasts 45 seconds (Spam disposition questions match)
Customer requests callback for tomorrow (Callback matches)
Result: Callback (80 > 10)
This is correct because even though the call was short, it resulted in a qualified lead.
Scenario 3: Multiple Service Types
Setup:
Billing Inquiry: Priority 55
Tech Support: Priority 60
Account Changes: Priority 50
Call flow:
Customer asks about bill (Billing matches)
Customer also reports technical issue (Tech Support matches)
Result: Tech Support (60 > 55)
This is correct if you prioritize tech issues over billing. Adjust priorities based on what matters most to your business.
Priority Mistakes to Avoid
❌ Mistake 1: Setting Everything to Priority 0
Problem: All dispositions are equal, so the first match wins (unpredictable)
Fix: Use the priority hierarchy system (100, 80, 60, 40, 20)
❌ Mistake 2: Making Less Important Outcomes Higher Priority
Example:
Spam: Priority 100
Sale: Priority 50
Problem: Short spam calls will override actual sales
Fix: Always make revenue outcomes the highest priority
❌ Mistake 3: Using Only One Priority Level
Example:
Sale: Priority 100
Callback: Priority 100
Not Interested: Priority 100
Problem: System can't decide which is most important
Fix: Give each disposition a unique priority based on business value
How to Choose the Right Priority
Ask yourself these questions:
1. Does this outcome generate revenue?
Yes → Priority 90-100
No → Continue to question 2
2. Does this outcome lead to future revenue?
Yes → Priority 70-90 (Appointments, Callbacks, Qualified Leads)
No → Continue to question 3
3. Is this an existing customer needing service?
Yes → Priority 50-70 (Customer Service, Support)
No → Continue to question 4
4. Is this a low-value or negative outcome?
Yes → Priority 1-50 (Not Interested, Spam, Scam)
Testing Your Priorities
After setting up your dispositions:
Review 20-30 calls in Reports with dispositions assigned
Check if the winning disposition makes sense for each call
Look for patterns where wrong dispositions are winning
Adjust priorities as needed
Red Flags to Watch For:
"Not Interested" winning over "Sale"
"Spam" winning over "Callback"
"Customer Service" winning over "Appointment"
If you see these, your priorities need adjustment.
📸 Screenshot needed: Reports view showing disposition distribution
Priority Adjustment Examples
Before: Wrong Priority Setup
Disposition | Priority | Issue |
------------- | ---------- | ------- |
Sale | 50 | Too low |
Callback | 100 | Too high |
Spam | 75 | Too high |
Problem: Callbacks and spam calls are overriding sales
After: Corrected Priorities
Disposition | Priority | Reasoning |
------------- | ---------- | ----------- |
Sale | 100 | Most valuable outcome |
Callback | 80 | Qualified lead, high intent |
Spam | 10 | Lowest value, shouldn't override anything |
Result: Sales now correctly override all other dispositions
Advanced: Same-Priority Tie-Breaking
What happens if two dispositions have the same priority?
If dispositions have identical priorities and both match, Moja uses these tie-breakers:
Disposition with more questions matched
Disposition created first (oldest)
Best practice: Avoid ties by using unique priorities for each disposition.
Need Help?
Still confused about priorities?
Start with the recommended priority ranges above
Test on 20-50 calls
Adjust based on results
Related Articles:
QAI Quick Start Guide
Creating Effective QAI Questions
Troubleshooting Common QAI Issues
Viewing and Analyzing QAI Results
Contact Support:
Reach out to your Moja account manager for a live walkthrough of your specific priority setup.
Last updated: February 24, 2026