Call Dispositions Analytics
    • 14 Aug 2023
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    Call Dispositions Analytics

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    Article Summary

    Dive deeper into your client communication with granular Disposition reporting. Call disposition data will only be collected after you've set up and enabled call dispositions for a Contact Center or Coaching Team.

    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 Ai Sales and Ai Contact Center customers on the Pro and Enterprise plans.

    Analytics Menu — Dispositions Tab

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

    1. Select your filters for a Contact Center or Coaching Team, as well as a chosen date range. 
    2. Select the Dispositions tab 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 Contact 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.


    Notes for each call will appear alongside after exporting the Call Disposition Logs.

    Call History Menu — Dispositions Column

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

    Navigate to and select Call History

    1. Select your filters for a Contact 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


    Frequently Asked Questions 

    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?

    Yes, disposition notes are logged. 

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