Call disposition reports are critical for tracking call outcomes, agent performance, and campaign success in a call center. VICIdial, a powerful open-source call center solution, provides the call_dispo_report API, which allows administrators to generate call disposition reports based on specific date ranges, campaigns, or lead statuses.
The call_dispo_report API enables managers, supervisors, and analysts to retrieve categorized call outcomes, ensuring accurate tracking of lead conversion rates, dropped calls, successful sales, callbacks, and more.
Why Use the call_dispo_report API?
✅ Retrieve detailed reports on call dispositions for performance analysis
✅ Track agent efficiency by analyzing successful and unsuccessful calls
✅ Improve campaign strategies by understanding call outcomes
✅ Automate reporting for call center analytics and auditing
✅ Integrate disposition reports with CRM and third-party applications
In this tutorial, we will cover:
🔹 How the call_dispo_report API works
🔹 How to configure and authenticate API access
🔹 How to construct and send API requests
🔹 Examples using a browser, cURL, and Postman
🔹 How to interpret API responses and troubleshoot errors
🔹 Best practices for using the call_dispo_report API efficiently
Let’s get started! 🚀
Understanding the call_dispo_report API Function
The call_dispo_report API enables users to retrieve summary reports of call dispositions for a given time period. These reports are essential for analyzing call results, agent performance, and campaign effectiveness.
What Information Does the call_dispo_report API Provide?
✔ Call Dispositions (SALE, CALLBACK, DROP, etc.)
✔ Total Calls per Disposition
✔ Successful vs. Unsuccessful Call Breakdown
✔ Call Count by Campaign or Agent
Common Use Cases for call_dispo_report API
🔹 Managers tracking agent efficiency and success rates
🔹 Supervisors monitoring call outcomes for quality assurance
🔹 CRM integrations to update lead status dynamically
🔹 Automated performance reporting for weekly/monthly reviews
Step 1: Prerequisites for Using the API
Before using the call_dispo_report API, ensure you have:
✅ VICIdial installed and configured
✅ An API-enabled user account with administrative permissions**
✅ A valid date range or campaign ID for generating reports
✅ VICIdial server access credentials
How to Enable API Access in VICIdial
1️⃣ Log in to the VICIdial Admin Panel
2️⃣ Navigate to Admin > Users
3️⃣ Select the user who will access the API
4️⃣ Set API Access to 1 (Enabled)
5️⃣ Set User Level to 8 or higher** (Admin-level access) 6️⃣ Add call_dispo_reportto the **Allowed API Functions** (or set toALL`)
7️⃣ Click Save Changes
Now, your user is authorized to generate call disposition reports using the API.
Step 2: Constructing the API Request
The VICIdial API uses HTTP GET requests, meaning you can access it via a browser, cURL, or API tools like Postman.
Base API URL
🔹 Replace your-vicidial-server with your actual VICIdial instance.
Required Parameters for call_dispo_report API
| Parameter | Description | Example |
|---|---|---|
function |
Specifies the API function (call_dispo_report) |
call_dispo_report |
user |
VICIdial API username | admin |
pass |
VICIdial API password | 1234 |
source |
Identifier for tracking API calls | DispoReport |
start_date |
The start date for the report | 2024-02-01 |
end_date |
The end date for the report | 2024-02-15 |
campaign_id |
(Optional) The campaign to filter results | OUTBOUND_SALES |
Step 3: Sending the API Request
Method 1: Generating Reports via a Web Browser
Simply enter the following URL in your browser (replace credentials accordingly):
🔹 Press Enter, and the API should generate and display the report.
Method 2: Generating Reports via cURL (Command Line)
For developers, cURL is a convenient tool for making API requests. Use the following command:
🔹 This will return a CSV-formatted summary of call dispositions in the terminal.
Method 3: Generating Reports via Postman
1️⃣ Open Postman
2️⃣ Set the request type to GET
3️⃣ Enter the API URL
4️⃣ Click Send
5️⃣ The call disposition report should appear in the response window
Step 4: Understanding API Responses
If the request is successful, VICIdial returns a CSV-formatted response with call disposition counts:
Breaking Down the Response
| Column | Description |
|---|---|
Disposition |
The outcome of the call (SALE, CALLBACK, DROP, etc.) |
Total Calls |
The number of calls with that disposition |
Step 5: Handling Errors & Troubleshooting
If something goes wrong, VICIdial will return an error message instead of a report.
Common Errors & Fixes
| Error Message | Cause | Solution |
|---|---|---|
ERROR: USER DOES NOT HAVE PERMISSION TO USE THIS FUNCTION |
Insufficient API permissions | Ensure user level is 8+ and API Access is enabled |
ERROR: INVALID USERNAME OR PASSWORD |
Wrong credentials | Verify API username and password |
ERROR: NO FUNCTION SPECIFIED |
Missing function parameter | Ensure function=call_dispo_report is included |
ERROR: NO DATA FOUND |
No calls match the filters | Adjust date range or campaign filters |
Step 6: Best Practices for Using the call_dispo_report API
✅ Use this API to generate daily or weekly performance reports
✅ Integrate call disposition reports with CRM for automated updates
✅ Restrict API access to prevent unauthorized data retrieval
✅ Log API calls for auditing and security tracking
✅ Regularly review reports to optimize call center campaigns
Conclusion
The call_dispo_report API function is an essential tool for tracking call outcomes in VICIdial. Whether you’re evaluating agent performance, measuring campaign success, or integrating data with CRM, this API provides accurate and actionable insights into call disposition trends.
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