Dialer Campaign Performance

The Dialer Campaign Performance Report allows you to analyze and monitor the performance of campaigns running through the dialer portal. It provides insights into metrics such as campaign runtime, total call duration (incoming and outgoing), and missed calls.


Campaigns/Queues Filter

  • This feature helps you filter the report based on selected campaigns or queues.
  1. Click Campaigns/Queues from the top-left corner of the page.
  2. Select the desired campaign or queue from the list.
  3. Click Search.

Date Selection

  • Click on the date selection tool, as shown in the screenshot above.
  • The date selection tool allows users to define the time range for the dashboard data. Users can select predefined ranges (e.g., Last 7 Days, Last Month) or choose a custom time frame by specifying start and end dates/times. However, the filter allows the selection of a maximum of 30 days in one go to ensure optimal performance and data accuracy.

Key Performance Indicators (KPIs)

  • Below is a table explaining the KPIs available in the Dialer Campaign Performance Report:
Field NameDescription
S No.Serial number for the campaign or queue.
Campaign NameName of the campaign or queue for which performance metrics are being tracked.
Total CallsTotal number of calls made or received in the campaign/queue.
AnsweredTotal number of calls successfully answered during the campaign/queue.
MissedTotal number of calls missed (not answered) in the campaign/queue.
DroppedTotal number of calls dropped due to disconnection or technical issues.
InboundTotal number of inbound calls received during the campaign.
OutboundTotal number of outbound calls made during the campaign.
Avg. Response Time (HH:MM:SS)Average time taken to respond to calls during the campaign.
Avg. Handle Time (HH:MM:SS)Average time taken to handle calls, including talk, hold, and wrap-up time.
Avg. Talk Time (HH:MM:SS)Average time spent talking to the caller per call.
Avg. Hold Time (HH:MM:SS)Average time calls were placed on hold.
Avg. Disposition Time (HH:MM:SS)Average time spent updating the call disposition after the call ends.
Avg. Pause Time (HH:MM:SS)Average time the agent spent on breaks or pauses during the campaign.
# Manual CallsTotal number of calls manually dialed by agents.
# HoldTotal number of calls placed on hold during the campaign/queue.
# TransferredTotal number of calls transferred to other agents or departments.
Inbound AnsweredTotal number of inbound calls answered successfully.
Inbound MissedTotal number of inbound calls missed.
Inbound Avg. Response Time (HH:MM:SS)Average response time for inbound calls.
Inbound Avg. Handle Time (HH:MM:SS)Average time spent handling inbound calls, including talk, hold, and wrap-up.
Inbound Avg. Hold Time (HH:MM:SS)Average hold time for inbound calls.
Inbound Avg. Talk Time (HH:MM:SS)Average talk time for inbound calls.
Outbound AnsweredTotal number of outbound calls answered by customers.
Outbound MissedTotal number of outbound calls missed (not answered by customers).
Outbound DroppedTotal number of outbound calls dropped due to disconnection or technical issues.
Outbound Avg. Response Time (HH:MM:SS)Average response time for outbound calls.
Outbound Avg. Handle Time (HH:MM:SS)Average time spent handling outbound calls, including talk, hold, and wrap-up.
Outbound Avg. Hold Time (HH:MM:SS)Average hold time for outbound calls.
Outbound Avg. Talk Time (HH:MM:SS)Average talk time for outbound calls.
Short CallsNumber of short calls (typically calls lasting less than a predefined duration).
Qualified CallsTotal number of calls that met the qualification criteria for the campaign/queue.
Inbound Queue Missed CallsTotal number of missed calls in the inbound queue.
Inbound Agent Missed CallsTotal number of inbound calls missed by agents.
Percentage Answered IncomingPercentage of inbound calls answered during the campaign.
Percentage Answered OutgoingPercentage of outbound calls successfully answered by customers.
Percentage Missed IncomingPercentage of inbound calls missed (not answered).
Percentage Dropped OutgoingPercentage of outbound calls dropped during the campaign.