Call Dispositions in Ring.IO for Managers and Directors

Overview of Call Dispositions: Dispositions help categorize and track the outcome of each call. As a manager or director, it’s essential to ensure that agents are assigning dispositions correctly after every call—both inbound and outbound. This helps maintain accurate reporting and performance tracking across teams.

How to Manage Missed Dispositions:

Access the Recent Calls Log:

• Go to Ring.IO’s Recent Calls page.
• This page provides an overview of recent inbound and outbound calls, showing key details for each.

Identifying Missed Dispositions:

• Calls with missing dispositions will show a red “i” icon to the right of the call in the 'Recent Calls' list.
• The red "i" indicates a missed disposition that needs to be corrected.

Correcting Missed Dispositions:

• Click on the red “i” icon next to the call.
• A pop-up will display with the call details, including the agent's information and the notification: "This call is missing a mandatory disposition."
• From this menu, you can select the correct disposition for that call or update the disposition if it was incorrectly labeled.

 Ensuring Accurate Tracking:

• Regularly reviewing the Recent Calls log and correcting any missed dispositions ensures accurate call tracking for performance reviews and reporting.
• You can also use this feature to audit your team’s compliance with marking dispositions and provide additional training or reminders if needed.

Why This Matters:

• Performance Data: Accurate dispositioning is critical for evaluating agent performance, understanding call outcomes, and identifying areas for improvement.
• Workflow Continuity: Missed dispositions prevent agents from making outbound calls, which can disrupt their workflow and affect service quality.
• Compliance: Ensuring that every call is accounted for with the correct disposition maintains consistency in our call data, supporting reliable metrics and analytics.

Pro Tip:

• Monitoring Disposition Trends: As a manager, it’s helpful to keep an eye on trends in dispositions. Frequent missing or incorrect dispositions may indicate a training gap or a need for workflow adjustments.

Next Steps:

• Make it a habit to regularly review missed dispositions in Ring.IO.
• Ensure your team understands the importance of selecting the correct disposition after each call and that they know the process for fixing missed dispositions.
• Work closely with your agents to address any recurring issues and improve overall accuracy.