What is Call Disposition?
A call disposition describes the outcome of any call.
What is a Call Disposition Report?
The Call Disposition Report contains a list of dispositions used by users during a specific period. The number associated with each user indicates the frequency of a particular disposition being used in a selected time frame.
When and Why to Use It
Use the Call Disposition Report to:
Monitor how agents classify call outcomes
Evaluate agent performance based on call results
Identify trends and patterns in customer interactions
What It Shows
This report includes the following data points:
Agent Name – The name of the user who handled the call
Disposition – The outcome label assigned to the call by the agent
Count – The number of times a disposition was selected by the agent during the selected period
Note: If a disposition hasn’t been used in the selected date range, it won’t appear in the report. You may need to adjust the date range to see more data.
Steps to check the Outgoing Call Report:
1. Log in to your CallHippo dashboard.
2. Navigate to the ‘Reports’ section and then click on the ‘Call Disposition Report’ option.
Using the Filters
To customize the data shown in the report, click the Filter icon at the top right. You can refine the report using the following filter options:
Filter By – Choose to filter by Users.
Select Users – Pick one or more users (agents) whose disposition data you want to view.
Auto Dialer – Choose whether to include data from All Calls, or limit it to calls made using the Auto Dialer or manual dialing, or both.
Call Type – Select whether you want to view both, Incoming, or Outgoing calls.
From Date / To Date – Define the date range for which you want to generate the report. The system supports a maximum range of 30 days at a time.
Once your filters are set, click Apply to generate the filtered report.
You can refer to the screenshot below for visual guidance on how the filter options appear:
Export Options
After applying filters:
Click the Download icon at the top right of the report.
Select the columns you wish to include.
Export the report in CSV format for offline use or further analysis.
Note: Reports for the last 3 months are accessible directly from the dashboard. If you need data older than 3 months, it will be sent to your registered email address.
Frequently Asked Questions
Q: What is a call disposition?
A: A call disposition is a label or outcome category that an agent assigns to a call after it ends, reflecting the result of the conversation.
Q: Can I view dispositions for a specific agent?
A: Yes, use the “Select Agent” filter to see disposition data for specific users.
Q: Why is a disposition missing from the report?
A: Dispositions only appear if they’ve been used within the selected date range. Try extending the range to see more data.
Q: Can I export the report for offline analysis?
A: Yes, the report can be downloaded in CSV format.
Q: How can I use the Call Disposition Report for the benefit of my business?
A: The Call Disposition Report helps you understand how agents are handling calls and what outcomes are most common. By analyzing this data, you can identify training needs, improve call handling strategies, and optimize follow-up processes based on customer responses. It also helps in tracking agent performance and ensuring consistency in how calls are categorized.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]