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.
- Click Campaigns/Queues from the top-left corner of the page.
- Select the desired campaign or queue from the list.
- 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 Name | Description |
|---|---|
| S No. | Serial number for the campaign or queue. |
| Campaign Name | Name of the campaign or queue for which performance metrics are being tracked. |
| Total Calls | Total number of calls made or received in the campaign/queue. |
| Answered | Total number of calls successfully answered during the campaign/queue. |
| Missed | Total number of calls missed (not answered) in the campaign/queue. |
| Dropped | Total number of calls dropped due to disconnection or technical issues. |
| Inbound | Total number of inbound calls received during the campaign. |
| Outbound | Total 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 Calls | Total number of calls manually dialed by agents. |
| # Hold | Total number of calls placed on hold during the campaign/queue. |
| # Transferred | Total number of calls transferred to other agents or departments. |
| Inbound Answered | Total number of inbound calls answered successfully. |
| Inbound Missed | Total 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 Answered | Total number of outbound calls answered by customers. |
| Outbound Missed | Total number of outbound calls missed (not answered by customers). |
| Outbound Dropped | Total 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 Calls | Number of short calls (typically calls lasting less than a predefined duration). |
| Qualified Calls | Total number of calls that met the qualification criteria for the campaign/queue. |
| Inbound Queue Missed Calls | Total number of missed calls in the inbound queue. |
| Inbound Agent Missed Calls | Total number of inbound calls missed by agents. |
| Percentage Answered Incoming | Percentage of inbound calls answered during the campaign. |
| Percentage Answered Outgoing | Percentage of outbound calls successfully answered by customers. |
| Percentage Missed Incoming | Percentage of inbound calls missed (not answered). |
| Percentage Dropped Outgoing | Percentage of outbound calls dropped during the campaign. |
Updated 29 days ago