Skip to content
Get Support
Contact us
  • There are no suggestions because the search field is empty.

How do I use Call Disposition Report?

The Call Disposition Report (CDR) is one of the most powerful tools available for tracking call performance, identifying trends, and driving recruiting outcomes. It provides full visibility into inbound call activity—helping teams better understand contact rates, recruiter performance, and candidate engagement.

Overview

The CDR is broken into four pages:

  1. Summary
  2. Call Details
  3. Disposition Analysis
  4. Recruiter Performance

Below, we’ll walk through each page and how to use it effectively.

Summary Page

hubspot-cdr-summary

The Summary page provides a high-level overview of your team's call activity. It's designed for quick insights with four key scorecard widgets at the top:

  • Answered Calls

  • Unanswered Calls

  • Total Calls

  • Answer Rate

    • TAR (True Answer Rate) In addition to standard answer rate, we also calculate a True Answer Rate (TAR), which focuses only on calls made during business hours (8 AM–5 PM). This helps filter out noise from after-hours or weekend calls and gives a more accurate measure of real contact success.

Just below the scorecards, you’ll find a 12-month trend chart comparing answered and unanswered calls over time. This visualization helps you track seasonal patterns, campaign performance, or changes in team behavior month over month.

Call Details Page

screenshot-2025-07-09-08-39-06

The Call Details page is the most frequently used and versatile section of the CDR. It features a dynamic table that logs every individual call, along with powerful search and action tools.

What You Can Do Here

  • Click on the Caller Profile
    View detailed information about the candidate, including contact history and full call transcription.

  • Listen to Call Audio
    Click the audio icon to replay the call. This is especially useful for coaching, QA, or reviewing key candidate interactions.

  • Search and Filter
    Use robust filters to search calls by date, recruiter, disposition, phone number, campaign, or any other call detail.

  • Assign Calls to Other Users
    Easily assign calls for follow-up or coaching opportunities—ensuring no lead slips through the cracks and that your team continues to learn and improve.

Tenstreet Integration

The Call Details page also integrates seamlessly with Tenstreet, the most widely used ATS in the driver recruiting industry. Each caller row includes real-time updates from Tenstreet, showing the most recent status of the candidate directly in the table and if the candidate has submitted an Intelliapp.

Disposition Analysis Page

hubspot-disposition-analysis

The Disposition Analysis page helps you understand why calls are turning out the way they are. It breaks each call into three key layers:

  1. Answer Result – Did the call connect?

  2. Call Result – What happened on the call?

  3. Disposition Reason – Why did it happen?

📘 Want a deeper explanation of each layer?
Check out our Call Disposition Breakdown Guide to learn what each outcome means and how to interpret them.

Why It Matters

This page is where recruiters and operations teams go to diagnose patterns in their calls. For example:

  • Are a high number of answered calls marked as “Not Interested”?

  • Are too many candidates being scored as “Ineligible”? If so, for what reasons?

  • Are we seeing a spike in “No Answer” outcomes at certain times of day?

By clicking into these buckets, you can drill down into the Disposition Reasons to get the full story behind each result.

Benchmarking with Industry Averages

One standout feature of this page is the Industry Comparison tool. For each layer (Answer Result, Call Result, Disposition Reason), your company’s percentages are compared side-by-side with industry averages—based on hundreds of thousands of driver recruiting calls made in the past year.

This gives recruiting directors and call center leads a concrete benchmark:
Are you outperforming, underperforming, or trending in line with the market?

Recruiter Performance Page

hubspot-recruiter-performance

The Recruiter Performance page does exactly what it sounds like: it breaks down call activity and outcomes by recruiter.

At a Glance

Each recruiter is displayed in a sortable grid, ordered by the number of inbound calls they’ve received. For every recruiter, you'll see:

  • Inbound Calls
    Total number of inbound calls taken.

  • Average Call Duration
    How long their calls are lasting on average—often a strong indicator of engagement and effort.

Disposition Breakdown

Below the scorecards, you’ll find a horizontal bar chart for each recruiter, showing how their calls are being categorized by Disposition Reason. This makes it easy to spot trends—like who’s sending the most apps, or who’s struggling with "Not Interested" outcomes.

✅ The "Sent App/Info" bar is highlighted in green—because it’s the ideal result of a call that was answered and deemed eligible.

Click-to-Filter Shortcut

One of the most powerful features of this page:
If you click on a bar in the disposition chart (e.g., “Not Interested” or “Voicemail”), it will automatically take you to the Call Details page—with filters applied for that recruiter and disposition reason. This allows for rapid review, coaching, and quality control.

Wrapping Up

The Call Disposition Report brings together everything a high-performing recruiting team needs:

  • Big-picture trends

  • Detailed call records

  • Outcome analysis

  • Recruiter-level performance tracking

By using each of the four pages in tandem, teams can move faster, coach smarter, and convert more candidates into hires.