Data will start to be collected on which Dispositions are used and frequency of use in Analytics after setting up and enabling Call Dispositions for your Call Centers or Coaching Groups.
Dispositions Tab
Navigate to Dialpad.com > Analytics and set your filters for your Call Center or Coaching Group and chosen date range. You'll then see a new tab called Dispositions.
At the bottom of the page, you'll be shown the number of calls for each disposition and percentage of use.
Clicking into Agents will show you how many calls per disposition each Agent in that Call Center or Coaching group 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.
Calls List
Dispositions can also be found in the Disposition column of Call Lists if you've filtered for a Call Center or Coaching Group that has them enabled. If none of the calls in the list you are viewing have a Disposition, this column will not appear.
If you want to search for a specific Disposition, you can do so by selecting the desired disposition in the filter drawer.
Frequently Asked Questions (FAQs)
If I edit or remove Dispositions in the future will any of my past data change?
No, dispositions saved at the time of the call will remain in Analytics.
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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