How to use the Communication Disposition Report
You will open the Communication Disposition Report, set filters and breakdown options, and review disposition volume across phone, email, and SMS for coaching and quality checks.
Before you start
To use the Communication Disposition Report, you need:
A Manager or leader role with access to Reports
Organizations, campaigns, and agents in scope for your account
Steps
Follow these steps to use the Communication Disposition Report:
Sign in to Volie.
Go to Reports.
On the Reports page, find the Communication Disposition report card under Account Specific Reports or General Reports. Do not use Legacy Reports → Communication Disposition — that older report uses a different layout and supports click-through to individual communications.
Select the Communication Disposition card. Wait for the interactive dashboard to finish loading.
Set the Date Range to the period you want to review.
Optionally filter by Organization, Campaign, Agent, and Disposition. When you change a filter, the disposition counts table should refresh to match your selections.
Choose Breakdown Display to group rows the way you need — for example Organization + Campaign + Agent for a campaign huddle or Account + Agent for agent coaching.
Review the disposition counts table for the selected scope. Use Reports → Glossary / Formulas when a column label needs a plain-language definition.
For weekly coaching, filter to last week, compare Phone, Email, and SMS Message counts for key dispositions, and note any agents or stores with unusual mix before your team meeting.
Tips
When you use the Communication Disposition Report, these tips help:
For a store comparison, filter to one Organization, note the disposition mix, then change the filter to another store and compare side by side in separate passes.
For campaign outcome checks, set Breakdown Display to Organization + Campaign and filter to the campaign you are reviewing.
For agent follow-through, group by Account + Agent or Organization + Agent, filter to one agent, and review channel-level counts together.
What success looks like
When the Communication Disposition Report loads, you see filters, Breakdown Display, and a disposition counts table with Phone, Email, SMS Message, All Channels (Total), and Count % of Total for the selected date range and filters. If you do not see the report card, refresh Reports, confirm you are in the correct account, and verify your login has report access.
Limitations
The Communication Disposition Report has these verified limits:
Legacy Reports → Communication Disposition is a different, older report. It uses Start Date / End Date, different Breakdown Display options, and clickable counts that open a Communication Disposition Log. Use the newer Communication Disposition card from Reports for the dashboard described here.
On the newer dashboard, disposition counts are not yet clickable to a filtered list of underlying communications. Use the report for volume and mix review until click-through is available in your account.
You should only see data for organizations and access your login allows.
Common questions
Who should use the Communication Disposition Report?
BDC managers, operations leaders, and anyone who reviews how agents log outcomes across phone, email, and SMS should use the Communication Disposition Report.
Is Legacy Reports → Communication Disposition the same report?
No. Legacy Reports → Communication Disposition is the older in-app report with summary and log views. The newer Communication Disposition card opens an interactive dashboard from Reports with the filters and columns described in How to read the Communication Disposition Report.
What does Breakdown Display do?
Breakdown Display controls how rows are grouped — for example by Account, Organization, Campaign, and Agent — and which grouping columns appear in the table alongside each disposition.
Can I click a count to see individual communications?
Not on the newer Communication Disposition dashboard from Reports — counts are for review only today. The legacy report under Legacy Reports still supports click-through to a Communication Disposition Log when you need record-level detail.
Related articles
How to read the Communication Disposition Report