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Dispositions Metrics



Talkdesk’s reporting Dispositions tab allows managers and supervisors to view disposition code metrics so that they can keep track of relevant performance metrics and call data. They can see exactly how many (and the percentage of) calls resulted in a sale, answering machine, dropped call, busy signal, return, exchange, escalation to manager, transfer to tech support, etc.

This data can then be used in a variety of ways, including identifying product or service issues, analyzing a team’s performance, tracking feature requests and identifying geographic regions for company expansion. These metrics can also provide significant insights into a call center, team and business as a whole.


To analyze your dispositions metrics:


  • Start by clicking the "Reporting" section [1].
  • Select the "Dispositions" tab [2].
  • Choose the desired time period for your analysis by clicking the calendar icon in the top right-hand corner [3].
  • Choose the Inbound or Outbound [4] tab for your required disposition codes analysis:


Dispositions Filters: Ring Groups 

By default, metrics are displayed for all call dispositions that are being used, but it may be useful for you to only see used dispositions per ring group. To do this, simply select from the drop-down menu next to "Filter by Ring Group" [5], to narrow the results.

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