Dispositions

Metric Name

Description

Calculation

Metric Type

Total Calls (in)

Total incoming calls per disposition.

COUNT call type = inbound AND Recorded Disposition [custom]

Count

Percent Calls (in)

Percentage of inbound disposition count by total dispositions.

COUNT call type = inbound AND Recorded Disposition [custom] / Count call type = inbound AND All Recorded Dispostions [custom]

Percentage

Total Calls (out)

Total outgoing calls per disposition.

COUNT call type = outbound AND Recorded Disposition [custom]

Count

Percent Calls (out)

Percentage of outbound disposition count by total dispositions.

COUNT call type = outbound AND Recorded Disposition [custom] / Count call type = outbound AND All Recorded Dispostions [custom]

Percentage