Call Dispositions Analytics

Let's take a look at analytics for Call Dispositions in Dialpad.

Who can use this feature?

Call Dispositions is a feature currently available to Dialpad Sell and Contact Center customers on the Pro and Enterprise plans.

Analytics Menu — Dispositions Tab

To access the dispositions analytics information, navigate to Dialpad.com and select Analytics on the sidebar.

  1. Select your filters for a Call Center or Coaching Team, as well as a chosen date range. 
  2. Click the 'Dispositions' tab at the top.

Call_Dispositions_Analytics.png

You'll be shown the number of calls for each disposition and percentage of use at the bottom of this page.

Clicking into Agents will show you how many calls per disposition each Agent in that Call Center or Coaching Team had.

You can also download a CSV file export of all calls with a saved disposition. To download select Export Call Disposition Logs from the Dispositions tab. It will then get automatically downloaded to your device.

Call History Menu — Dispositions Column

You can also view and filter calls by disposition in the Call History Menu.

Navigate to Dialpad.com and select 'Call History'

  1. Select your filters for a Call Center or Coaching Team, as well as a chosen date range. Analytics_Disposition_Overview.png
  2. To search for a specific Disposition, simply select the desired disposition in the filter drawer and click 'Apply'

WCH_Filter_Dispositions.png

 

 

Frequently Asked Questions (FAQs)

If I edit or remove dispositions in the future, will any of my past data change?

Edited or deleted dispositions are saved to a call in the phrasing used at the time of the call. They appear in their original phrasing in all components in the Dispositions tab of the Analytics menu and in the Dispositions column in the Call History menu.

In the Call History menu's dispositions filter, you'll only be able to filter by currently-defined dispositions. Deleted dispositions are not available for selection in the filter menu. Edited dispositions only display the latest version of the phrasing.

Do notes from the disposition log to Salesforce?

No, only the disposition logs under call results. Notes can, however, be exported from analytics.

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