After Call Dispositions have been created and enabled for your call centers or coaching groups, data will start to be collected on which Dispositions are used and frequency of use in Analytics.
Access Analytics
Navigate to dialpad.com > Analytics and set your filters for your Call Center or Coaching Group and chosen date range.
Once done, in the charts section, you will see a new tab called "Dispositions".
Dispositions Tab
After your filters are saved, click into the Dispositions tab to take a look at your data.
At the bottom of the page, you will 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 export of all calls with a saved disposition. To download click on Export at the top of the page when you are in the Dispositions tab > Call Disposition Logs.
FAQs
Are Call Dispositions data available in the Calls List?
Yes, Dispositions can be found in the Dispositions column of Call Lists. If none of the calls in the list you are viewing have a Disposition then this column will not appear.
Can I filter by Call Dispositions in Analytics?
Yes, you can filter by Disposition when looking at the Calls List.
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.
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