Disposition codes summary

The Disposition codes summary dashboard presents data about disposition codes usage across the VCC account.

At the top of the dashboard, you can set global filters for this dashboard:

Data range—the period of time you want to analyze data for. You can choose different preset ranges or you can specify your own custom data range. By default, Data range is set to the previous week.
Disposition code—the outcomes of the interactions you want to analyze data for. Choose from different disposition codes available in your account. By default, Disposition code filter contains all disposition codes.
Agent—the agents (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, the Agent filter contains all agents.
Agent ID—the agents (identified by ID) you want to analyze data for. You can choose different rules to narrow down the group of agents in the dashboard. By default, the Agent ID filter contains all agents.
Group—the group (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents (assigned to the selected group or groups) in the dashboard. By default, the Group filter contains all groups and displays data for all agents.

Detailed explanation of tiles

Disposition codes distribution (top 20) tile

The Disposition codes distribution (top 20) tile displays disposition codes and the number of interactions with outcomes of those disposition codes. The tile displays the top 20 disposition codes used as interaction outcomes.

Disposition codes by direction (top 20) tile

The Disposition codes by direction (top 20) tile displays disposition codes and the number of interactions with outcomes of those disposition codes with the division to the initial direction of the interaction. The tile displays the top 20 disposition codes used as interaction outcomes.

Disposition codes usage tile

The Disposition codes usage tile displays percentage a breakdown of disposition codes usage. The tile displays up to 50 configured disposition codes that were used in the selected data range.

Disposition codes usage by agent tile

The Disposition codes usage by agent tile display details about each agent's disposition code usage. The tile contains each used disposition code and the number of interactions it was used to set the outcome.

The Disposition codes usage by agent tile contains the following columns:

Agent—the name of the agent as defined in the VCC admin portal during agent creation.
Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
Disposition code—the outcome of the interaction set by the agent. For information about disposition codes, see Disposition codes.
Interaction count—the number of interactions that were logged with the specific disposition code.

Disposition codes by interaction tiles

The Disposition codes by interaction tile displays details about each interaction that was logged with the outcome.

The Disposition codes by interaction tile contains the following columns:

Interaction ID—the unique identifier for the interaction.
Start time—the exact time and date on which the interaction started to the closest second in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
Initial direction—the direction of the interaction when it started. Initial direction can be either Inbound (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent to another agent).
Connect from—The address of the party that initiated the interaction; the source of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based on the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect from is the customer's address. For an outbound interaction, it is the agent's callback number. For an internal interaction, it is the agent's name.
Connect to—The address of the party being contacted by the interaction; the target of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based on the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect to is the address that the customer used when contacting VCC. For an outbound interaction, it is the address of the customer being contacted. For an internal interaction, this is the name of the agent being contacted.
Agent—the name of the agent as defined in the VCC admin portal during agent creation.
Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
Disposition code—the outcome of the interaction set by the agent. For information about disposition codes, see Disposition codes.

VCC automatically add a Call Transferred disposition code for all the interactions that are transferred. To exclude the Call Transferred disposition code, set the Disposition code filter to "is not Call Transferred". For information about logging a transferred interaction, see the How do I log disposition codes in a transferred interaction section in Logging an interaction in ContactPad?