Understanding QAI Priorities (Dispositions vs Control)

This article is primarily about disposition priority—which classification label wins when multiple dispositions match the same call.

It is not the same as Control profile priority (which profile owns the call when multiple QAI profiles match). For profiles, see QAI Granular Control.

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.

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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

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Real-World Scenario

The Customer Journey Call

Imagine a 10-minute call where:

1. Minute 1-2: Customer asks about account balance (matches “Customer Service”)

2. Minute 3-7: Agent offers an upsell product

3. Minute 8-9: Customer provides payment info (matches “Sale”)

4. 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

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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

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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.

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Common Priority Scenarios

Scenario 1: Sale After Customer Service

Setup:

• Customer Service: Priority 60

• Sale: Priority 100

Call flow:

1. Customer calls about account issue (Customer Service matches)

2. Agent resolves issue, then upsells product

3. Customer buys product (Sale matches)

Result: Sale (100 > 60)

This is correct because the sale is more valuable than the service inquiry.

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Scenario 2: Short Call vs. Valid Callback

Setup:

• Spam (short call): Priority 10

• Callback: Priority 80

Call flow:

1. Call lasts 45 seconds (Spam disposition questions match)

2. 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.

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Scenario 3: Multiple Service Types

Setup:

• Billing Inquiry: Priority 55

• Tech Support: Priority 60

• Account Changes: Priority 50

Call flow:

1. Customer asks about bill (Billing matches)

2. 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.

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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)

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❌ 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

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❌ 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

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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)

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Testing Your Priorities

After setting up your dispositions:

1. Review 20-30 calls in Reports with dispositions assigned

2. Check if the winning disposition makes sense for each call

3. Look for patterns where wrong dispositions are winning

4. 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

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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

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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

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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:

1. Disposition with more questions matched

2. Disposition created first (oldest)

Best practice: Avoid ties by using unique priorities for each disposition.

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Need Help?

Still confused about priorities?

1. Start with the recommended priority ranges above

2. Test on 20-50 calls

3. 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.

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Last updated: February 24, 2026

Control profile priority (related, but different)

Under QAI Analysis → Control, each profile has its own priority.

• If two enabled profiles both match a call, the higher profile priority wins.

• Only the winning profile’s sample rate and analysis setup (questions/dispositions) apply.

• QAI does not fan out one call across multiple profiles.

Example: Profile “Campaign A @ 100%” with priority 10 beats Profile “Broad catch-all @ 25%” with priority 5 on overlapping traffic—the call is evaluated only under Campaign A.

Set disposition priorities inside the winning profile’s Analysis setup using the guidance in this article.