The Call Outcomes report provides consolidated Call outcomes categorized under User Dispositions and Non-connected Dispositions logged by the Talker (Sales Rep), AI and (DA) , during the date range selected.
- 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.
NOTE: The filter Dispositions and Lists are not applicable to this report.
- Based on the selected criteria, the report will be generated.
Below are the default columns and their descriptions from the report:
User Dispositions – In this section, you will find a list of call dispositions of the User.
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- Call Disposition – List of User's dispositions.
- # Connects – Number of connected calls for specific outcomes.
- Ratio – Ratio of each Call Outcome calculated by the formula: Number of call outcomes in each row/Total number of call outcomes * 100
Non-Connected Dispositions – This section includes non-connected outcomes for calls managed by AI or Dialing Agents.
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- Call Disposition – List of AI/Dialing Agents dispositions.
- # Dials – Number of dials for specific outcomes.
- Ratio – Ratio of each Call Outcome calculated by the formula: Number of call outcomes in each row/Total number of call outcomes *100
The dispositions marked as Conversation in the Administration » Call Disposition sub-tab will be highlighted in green under the User Disposition section. Meanwhile, the outcomes Busy, Failed, and Talker Busy - Unanswered Call Canceled under the Non-Connected Disposition section will be highlighted in pale red.
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.