A call status labeling process that indicates the primary reason for the call and its result. This process may also include the next action to be taken in the customer journey. Call disposition in customer service metrics refers to the categorization and recording of the outcome or result of a customer interaction or call, typically either Resolved, Escalated, Callback Scheduled, Not Resolved, or Information Provided. Tracking call dispositions is valuable for assessing the efficiency of customer service operations, identifying recurring issues, and making data-driven decisions to enhance the effectiveness of customer support processes.
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