Track Whether Your Connected Call Dispositions Are Positive, Neutral, or Negative

Any time you log a call in Apollo, you select a Disposition to qualify that call (detailed more here), which can be configured in Settings > Calls > Dispositions. Each Disposition must have either a 'Connected' or 'Not connected' call outcome, which can be modified by clicking the [...] button to its right. 

For the Dispositions that you set as 'Connected', you can choose whether the resulting sentiment is a Positive, Neutral, or Negative. This then allows you to build much more granular and meaningful reports around calls.

Note: Sentiments are visible in the Dispositions Settings page (shown below), and in Analytics 2.0 (detailed here).

When editing a call Disposition, you'll only see the option (dropdown) to set a call sentiment for that disposition if you click the "Connected" outcome setting:

"Not Connected" call dispositions do not include the sentiment option:

Where Does Sentiment Come into Play?

Sentiments are leveraged in Analytics 2.0, and this is the flow for getting them there (once they're configured in your Call Settings page):

1. Open a Call Task 

2. Make the Call and Log a Disposition for It

3. Run a Report on Your Call Sentiments

Call Sentiments will be available as Call Metrics in the reports you build in Analytics 2.0 -

4. What If I Selected the Wrong Disposition?

You can always edit a call's Disposition (and therefore Sentiment) by finding it in your Calls page and selecting it -

On the following page, you will be able to edit any of the details you initially logged for the call -

Related Resources

• Call Dispositions
• Customize Call Dispositions
• Analytics 2.0 Overview
• Phone Calls Guide