The Call Disposition pop-up serves as the hub for logging call outcomes, tracking prospect information, and managing subsequent actions within your dialing session. This comprehensive guide outlines all the features, new enhancements, and best practices for using the Call Disposition interface effectively.

This article covers the following sections:

❖  Dialing Info 

❖  Prospect Information

❖  Quick View

❖  Battlecards

❖  Call Disposition Info

 ⟐  Follow Up

 ⟐  Add a Referral

❖  Next Contact in Queue

❖  After-Call Options

❖  Dialing Session Timeout

Dialing Info

This section provides quick access to vital information about the current prospect, enabling seamless conversations and informed decision-making.

• List Name – Displays the name of the contact list currently being dialed, helping users identify the source of the prospect.

• Info – Click to view the information about the uploaded list.

• Refresh Status  – The Timestamp showed the last time the contact list was refreshed.

• Today Stats – Summarizes daily performance metrics, including total calls made, talk time, and conversion rates, offering instant insights into your progress.

• Information of prospect beng dialed – Displays key details about the connected Prospect in a row format at the top of the Call Disposition pop-up, making it easier to access relevant information. The first seven prospect fields are displayed in the row. If any of these fields are empty, a hyphen will appear in place of the missing data for better clarity.

Prospect Information

The Prospect Information section provides in-depth details about the prospect and their associated accounts.

• Google – Click to search for the prospect’s information on Google using their Contact Name and Account Name as search criteria. Users can then modify the search criteria as necessary to find relevant profiles or information about the prospect.

• LinkedIn – Click to access the prospect’s LinkedIn profile. If available, the system will directly launch the LinkedIn profile URL. Otherwise, it will search LinkedIn based on the prospect’s name and account information.

• Do Not Call – You can mark the current dialing prospect as Do Not Call or Do Not Call Until by using the respective icons at the top of the Prospect Information section.

• Prospect Info – Displays the prospect information including the Profile Picture, Contact Name, Title, Account Name, Email ID, Phone Number, State, and City. 

• Open in CRM – Directly opens the prospect’s CRM/Sales Engagement Platform (CRM/SEP) window. This button is available only for integrated CRM/SEP users.

• Cadence – For users with Cadence module access, this button allows direct assignment of the prospect to a Cadence. Clicking the Cadence tab prompts users to choose a Cadence and add the prospect

Select the Cadence from the dropdown and click Submit to add this prospect to the cadence.

Once the prospect has been added to a Cadence successfully, the following message will be displayed.

NOTE: You cannot add a Cadence prospect (uploaded from Cadence for dialing) to Cadence again. When trying to add, the alert message below will be displayed.

• Call Script – Click to bring the Call Script window to view the additional information (if any) of the dialing list, provided in the Lists tab.

• Call status icon – A quick reference of the call status. 

• • – Call in-progress

• • – Call hung up or disconnected

• Phone number – Shows the number being dialed, along with its phone column type (mobile, office, etc.).

• Dials & Talk time – Displays the number of Dials made and Talk time (Total duration of the call). Dials made will be visible only for AIFD Sessions.

• Prospect Said –  Displays the transcribed content of the conversation, as recognized by the AI engine. Applicable only for AIPD Sessions.

• Recording Status –  Displays whether the call is being recorded. It will be visible only to the users to whom the recording access is enabled. An One-Way and Two-Way Recording  icon will indicate the recording mode, based on two-party consent laws.

• Caller ID – Displays the Caller ID used to dial the prospect. For the orgs enabled with the Health Check feature, an Info  Icon will be visible which displays the health check status of the Caller ID upon clicking.

• Mic – Upon clicking it, the Microphone and Speaker dropdown menus will appear, displaying the names of the audio devices currently connected to your system by default.

If you have multiple audio devices connected, you can choose the desired microphone and speaker from the dropdown menus. Ensure that both the microphone and speaker are the same device for optimal sound quality.

A sound bar will indicate that your microphone is active. If the sound bar is not moving when you speak, you may need to check your device connections or replace the audio device.

• Select VM – Defaults to the Voicemail selected in the Settings Summary window. The selected voicemail will be played by the user for the connected calls.

• Play VM – Click to play the voicemail selected.

• Dial Pad – Use the dial pad to input Phone Tree options when navigating the call menu.

• Hang Up – Click to disconnect the current call.

Quick View

Provides an overview of key prospect details in one place. This is the default view, where you can see Prospect Fields, Prospect Notes, and Activity sections, along with the newly added Account Fields section.

• Prospect Fields – Displays the fields related to prospects that have been selected from the Customize View » Manage Columns section. If needed, you can edit the prospect information. These edits will be reflected in the CRM for prospects synced from CRM/SEP.

• Talking Points – Click to add talking points such as next call plans or follow-up plans, etc., which will be saved and displayed in future Call Dispositions for this prospect.

• Account Fields – Displays the fields related to account that have been selected from the Customize View » Manage Columns section. If needed, you can edit the prospect information. These edits will be reflected in the CRM for prospects synced from CRM/SEP.

• Prospect Notes – This tab will be available only when the records are imported from Cadence, Salesloft, Salesforce, HubSpot, and Outreach users. Only the top/recent 5 notes will be displayed for each activities section. Visible for records imported from Cadence, Salesloft, Salesforce, HubSpot, and Outreach. The top five most recent notes will be displayed per activity.

NOTE: For Cadence records, this will be auto-populated with the notes available from Cadence » Prospect View » Notes.

• Activity » Prospects – Provides you with the prospect's top 5 activities from the CRM/Sales Engagement Platform. This tab will be visible only if you dial the records from the CRM/Sales Engagement Platform.

• Activity » Account – Displays the top 10 activities for the account from the CRM/Sales Engagement Platform.

Battlecards

The Battlecard selected in the Settings Summary will be displayed directly here. This provides sales enablement content and competitive insights for users. Refer to the Battlecards article.

Sales and Support Enablement: Equip teams with detailed guidance to handle customer interactions confidently.

Competitive Edge: Share timely competitive intelligence across teams to maintain strategic advantage.
Enhanced Collaboration: Bridge communication gaps by sharing consistent and structured information across the organization.

Improved Workflow: Direct integration with Call Disposition ensures relevant insights are always at your team’s fingertips during critical customer interactions

NOTE:  Either Quick View or Battlecards will be the default tab when the Call Disposition window appears, based on the settings configured by the Admin under the Default Tab section in Administration » Company Setup » Call Disposition.

Call Disposition Info

Once the call is hung up/disconnected, you can do the following activities:

• Call Result – Defaults to the Call outcome selected by the admin under the Administration » Company Setup » Dialer section. This can be modified if necessary to reflect the actual call result.

• Generate AI summary – This feature enables the quick conversion of audio content into a text summary and is available upon request. The Generate AI summary button will only be active for calls lasting 30 seconds or more. 

When the Generate AI Summary automatically after each call setting is enabled in the Settings Summary window, the summary will be generated automatically after calls lasting over 2 minutes.

If needed, you can manually click to generate the summary.

• Current call notes – Auto-populated based on the AI summary or user input.

• Create a Followup – Click to bring up the Follow Up tab which is used to schedule a follow-up call for this prospect. When a follow-up is scheduled, it will write back to the CRM as an open activity. It will also be saved in the Koncert Reports under the Koncert – Follow Up Report.

• Add a Referral – Click to bring up the Referral tab which is used to save the contact information of a prospect referred by the current prospect. It will also be saved in the Koncert Reports under the Koncert – Referral Report.

• Salesforce Custom field - This field will be added on a request basis. Applicable only to Salesforce users. It displays the field added under the Activity Custom Field in Salesforce, and any value or activity entered in the field will be automatically updated on the Salesforce » Activity History » Task page.

For example, here the field Ready to Next Level has been added in the Activity Custom Field in Salesforce. The value selected here will be automatically updated on the Salesforce » Activity History » Task page.

• Follow Up

• Activity Type – Select the Activity Type from the dropdown list. This defaults to ‘Call’.

• Subject – Enter the Subject of the Follow Up. (mandatory)

• Next Steps – Enter the description in the Next Steps field.

• Follow Up Date – Select the date for the follow-up meeting with this prospect. (mandatory)

• Reminder – Choose the time for when you want the reminder to appear.

• Add a Referral

• Record Type – Select the record type from the dropdown list. The available options are:

• • Lead

• • Contact

• • Prospect - Third Party Integrations

• Account Name – Prospect’s Account Name.

• Contact Name – Enter the name for the Referral. (mandatory)

• Title – Enter the Title for the Referral.

• Email ID – Enter the Email ID for the Referral.

• Phone Number – Enter the contact number for the Referral. (mandatory)

• Source – The source will always be Koncert.

• Save and Add to Dialing Session – Option to save the referral information and add it to your current dialing session.

• Save and Call Immediately – Option to save the referral information and dial them right away.

Note: The Dial pad and Play VM button are available when dialing the Referral Prospect immediately.

• Save & Follow Up Later – Option to save the referral information and create an activity to dial the prospect later when needed.

NOTE: Upon selecting this option, the Create a Follow Up checkbox below will be enabled and allow users to choose the follow up date to dial.

• Add to Cadence – After providing the referral information, you can add the referral to a Cadence by selecting the cadence from this dropdown. The referral will be added to the Cadence once the disposition is saved. You can add the prospects imported from CRM as well as CSV prospects.

NOTE: The Add to Cadence dropdown will be made available ONLY if you have a license for the Cadence module.

or

Add to Sequence – Select the desired sequence you want to assign to a prospect from the dropdown menu. The dropdown will populate with relevant sequences from your respective Sales Engagement Platform (Outreach or Salesloft). Only sequences that you own will be displayed. Sequences owned by other users will not be visible.

Once you assign a sequence, the prospect will be automatically added to the chosen sequence within that platform.

• Create a Follow Up – Select to schedule a follow-up call for the referral. When this option is selected, the following fields will be displayed.

• • Follow Up Date – Select the date for the follow up meeting with the referral

• • Subject – Enter the Subject of the Follow Up

• • Description – Enter the Description of the Follow Up

Next Contact in Queue

This section displays the information of the next prospect in the dialing queue. Available only for AIFD Sessions.

Also, the following icons are available at the top of this section to facilitate the following actions for the next prospect.

• – Click to open a Google Search page using the Contact name and Account Name of the next queued contact, as search criteria. Users can then modify the search criteria as necessary to find relevant profiles or information about the prospect using Google's search engine. This offers valuable context before making the call.

• – Click to launch the prospect's LinkedIn profile to view additional information about the prospect. This offers valuable context before making the call.

• – Click to bring up the next prospect’s CRM window. This button will NOT be available for Standalone (Non-CRM) users.

• – To mark the next prospect in the queue as Do Not Call so they are not dialed.

• – To mark the next prospect in the queue as Do Not Call until; no calls will be initiated to that prospect until the date selected.

• Skip this Contact - Enabled by default during the call to allow the user to skip the next queued prospect. This feature applies only to the AI Flow dialer.

After-Call Options

The following options become available once the call is ended:

AIFD

• Wrap time – Displays the Wrap time (Time duration between call Hang Up and Dial Next Number or Dial Next Contact or Save & Pause.

• User/Prospect Hung Up – When the user/prospect disconnects the call, the text User Hung up / Prospect Hung Up will be displayed left to the Redial button respectively.

• Make a Call – Clicking on the Make a Call button allows users to immediately dial a phone number provided by the current dialing prospect during a dialing session, without disconnecting the current session.

• Redial – Click to dial and connect to the prospect again.

• Save & Pause – Click to save the call disposition and pause the dialing session.

• Dial Next Number – Click to dial the alternative phone number(s) of the prospect (if any). In the case that there are no other phone numbers, Dial Next Number will dial the next prospect on the list.

• Dial Next Contact – Click to dial the next prospect queued in the list.

AIPD

• Wrap time – Displays the Wrap time (Time duration between call Hang Up and Save & Pause or Save & Go.

• Make a Call – Clicking on this Make a Call button allows the users to immediately dial a phone number provided by the current dialing prospect during a dialing session, without disconnecting the current session.

• Redial – Click to dial and connect to the prospect again.

• Save & Pause – Click to save the call disposition and pause the dialing session.

• Save & Go – Click to save the call disposition and dial the next prospect queued in the list.

Dialing Session Timeout

If you remain inactive in the Call Disposition popup during Wrap time or stay in a Paused state for more than 2 hours during a dialing session, your session may expire automatically. By default, the system logs out users after 2 hours of inactivity. If you require a different timeout duration, please reach out to Koncert Support.