How to read the Communication Disposition Report
You will interpret disposition counts by channel on the Communication Disposition Report so you can compare outcomes across organizations, campaigns, and agents.
Before you start
Before you read the Communication Disposition Report:
Open the report from Reports → Communication Disposition (under Account Specific Reports or General Reports, not Legacy Reports)
Set the Date Range and any filters to match the period and scope you are reviewing
What this report shows
The Communication Disposition Report shows how often each disposition was saved during your selected filters, broken out by phone, email, and SMS. It helps managers review disposition mix, compare stores or campaigns, and prepare coaching conversations without opening separate communication logs.
Definitions
The table below explains the main columns on the Communication Disposition Report:
Column / metric | Meaning | How to use it |
Disposition | The outcome label an agent saved on a communication | Compare which dispositions dominate for the selected scope |
Phone | Times the disposition was saved on a phone communication | Review call logging patterns and coaching needs |
Times the disposition was saved on an email communication | Compare email follow-through separately from calls | |
SMS Message | Times the disposition was saved on an SMS communication | Review text-message outcomes alongside phone and email |
All Channels (Total) | Total times the disposition was saved across phone, email, and SMS | Use for overall volume when channel split is less important |
Count % of Total | This disposition’s share of all saved dispositions in the filtered scope, across channels | Spot overused or underused dispositions at a glance |
Organization | Store or rooftop for the row (when shown) | Compare disposition mix by location |
Campaign | Campaign associated with the disposition (when shown) | Review which outcomes dominate a specific campaign |
Agent | User who saved the disposition (when shown) | Prepare agent-level coaching on logging consistency |
Organization, Campaign, and Agent columns appear based on your Breakdown Display selection.
How to read it
Use these steps to read the Communication Disposition Report:
Set Date Range and filters to the scope you care about — for example last week for a coaching huddle or one Organization for a store review.
Choose Breakdown Display so the grouping columns match your question — Organization + Campaign for campaign reviews, Organization + Agent or Account + Agent for agent reviews.
Scan All Channels (Total) and Count % of Total to see which dispositions account for the most activity in the filtered scope.
Compare Phone, Email, and SMS Message on the same row to see whether an outcome is driven by one channel or spread across channels.
When a metric label is unclear, open Reports → Glossary / Formulas and look up disposition terms such as Phone count, All Channels, or Count % of Total.
Limitations
The Communication Disposition Report has these verified limits:
Legacy Reports → Communication Disposition is a separate report with Total, Phone, Email, and SMS Message columns (without Count % of Total) and clickable counts that open a log view. Prefer the newer Communication Disposition card for the dashboard metrics in this article.
On the newer dashboard, counts are not clickable to underlying communications yet.
You should only see data for the account and access your login allows.
Common questions
What does this report measure?
The Communication Disposition Report measures how often each disposition is saved, broken out by Phone, Email, SMS Message, All Channels (Total), and Count % of Total for your selected filters.
What is the difference between All Channels (Total) and Count % of Total?
All Channels (Total) is the raw count of times a disposition was saved across phone, email, and SMS. Count % of Total is that disposition’s percentage share of all saved dispositions in the filtered scope.
Where do I look up metric definitions?
Open Reports → Glossary / Formulas from the Reports page for plain-language definitions of disposition report terms.
Why do I not see Organization, Campaign, or Agent on every row?
Those columns appear only when your Breakdown Display grouping includes them. Change Breakdown Display if you need a different grouping.
What to do next
After you read the Communication Disposition Report, run a coaching huddle on logging consistency, compare disposition mix between organizations or campaigns, or follow the filter and breakdown workflow in How to use the Communication Disposition Report.
Related articles
How to use the Communication Disposition Report