Tracking inbound calls is an important part of managing communication. Now, you can easily monitor missed calls made to your rented numbers in Reply.
You can find statistics on inbound missed calls on the Calls tab under Reports.
Here, you’ll see the new call type filter— Inbound and Outbound — to sort your calls accordingly.
Call Dispositions and Resolutions
In the call reports, you'll see two types of classifications:
Disposition — The outcome of the call, giving you insight into what happened during the interaction.
Answered: The call was successfully connected, and the recipient answered.
Busy: The recipient's line was busy, and the call could not go through.
Logged Manually: The call was made using another tool, but the details were entered manually in Reply.
Failed: The call attempt was unsuccessful due to a technical issue or connection failure.
No Answer: The call was made, but there was no response from the recipient.
Resolution — Indicates what should happen next based on the call outcome.
Positive: The call was successful, and the customer showed interest.
Negative: The call was answered, but the customer was not interested.
To Call: The call should be scheduled for a future attempt or retried.
You can use both dispositions and resolutions as filters to sort and manage calls based on their outcomes and next steps.
In most cases, the disposition will be No Answer since we don't have a live operator feature. However, if you use the call transfer feature and answer the call, other dispositions like Answered or Busy are possible. With the call transfer feature, when a contact calls your rented number, Reply redirects the call to your actual phone number.
You also have the option to call back your prospects. First, click on the team member in the Member column.
This will open the history of calls for this team member and you will be able to click on the phone icon on the right and call back the prospect.
