The Talker Call Disposition report provides the details of the call disposition results in all dialing sessions that you have attempted during the selected date range and lists.

1. Navigate to the Analytics » Advanced » Filters section, select the criteria, and click the Apply button to retrieve the report. Refer to the article Analytics – Advanced for detailed instructions.

2. Based on the selected criteria, the report will be generated.

NOTE: By default, up to 2,000 records will be displayed at a time. You can view all the available records. To access more than the default limit of 2,000 rows, users need to request Koncert Support to increase the record display limit.

The User column remains static as you scroll to the right.

Below are the default columns and their descriptions from the report:

• View Call Recordings and Details icon – Clicking this icon opens the View Call Recording window. You can play, rate and share the call recordings from this tab. Please refer to the section Coaching Notes.

• Account Name – Prospect’s Company name.

• Call Comments – Comments mentioned in the Call Disposition window. You can edit the Call Comments by clicking the Edit icon when you hover over the Call Comment and click anywhere on the screen to save the modified information.

• Call Disposition – Call Outcome selected in the Call Disposition window. The Call Dispositions are displayed in different colors based on the selections made by the User or AI, as shown below:

Black - Dispositions selected by AI. (Non-editable).

Blue - Dispositions selected by the User. (Hyperlinked i.e. editable).

If the user needs to edit or modify the disposition logged in the Call Disposition window, the user can click the respective disposition and update it.

Upon clicking, the Call Disposition dropdown will become enabled, allowing you to select the required disposition.

After successfully changing the disposition, the following confirmation message will be displayed.

Red - The link 'Update Disposition' in red indicates that there is no disposition selected by either the User or AI, which may occur due to accidental browser closing or sudden closing of the Koncert portal during a dialing session. The steps above can be followed to update the disposition by clicking the Update Disposition link.

• Call Duration – Total time duration of the call.

• Caller ID – Caller ID displayed for the prospect.

• Caller ID Type – Displays the Caller ID type (Custom Caller ID, Personal Caller ID, Random, or Mapped Area-Based Caller ID) used for dialing the prospect.

• Contact Name – Name of the prospect.

  NOTE: Contact Names are hyperlinked only for the prospects imported from CRMs and Sales Engagement Platforms. Clicking on a contact name of the prospect directly opens the respective CRM (Salesforce/HubSpot) or Sales Engagement Platforms (Outreach/Salesloft) window, where the user can see the prospect’s detailed information.

• CRM ID – If integrated with a CRM, you will see the CRM ID. If it is a CSV file, Koncert will assign a CRM ID.

• Date – Session date

• Dialed Number – Dialed Phone number used to connect with the prospect.

• Email – Prospect’s Email ID.

• End Time – Call end time in HH:MM XM format.

• Phone Type – Phone column used to connect with the prospect e.g., Direct Phone or Phone, etc.

• Product Type – Product used for dialing

• Start Time – Call start time in HH:MM XM format format.

• Title – Prospect’s title.

• User – Name of the User/Sales Rep. This column will be visible only to Managers and Admins.

Default Columns:

The columns Audio, User, Account Name, Contact Name, Call Disposition, Title, Dialed Number, and  Phone Type are visible in the grid by default.

NOTE: The Info icon is available for the Call Disposition, Phone Type, Call Duration, Start Time, End Time, and Caller ID columns and shows a tooltip describing the metrics when hovering over it.

Coaching Notes

Transcription: View the transcript of the call recording.

Rating: Rate the call directly from this tab.

Coaching Notes: The manager can add Coaching notes for the call recordings for users.

Add Note: Opens a text area where coaching notes can be added. 

Save Note: Saves the coaching notes with a timestamp as shown below:

Edit : Allows for editing of coaching notes at any time by clicking the edit icon. The owner of the Coaching notes can only edit.

Key Recommendations:

• For customizing the reports and their columns, refer to the article Customize Reports and their Columns

• For report scheduling, refer to the article Schedule Reports.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.