Dialer Campaign Performance
The Dialer Campaign Performance report allows you to analyze and monitor the campaign performance running from the dialer portal by analyzing how much time the campaign were running, total call timing for outgoing and incoming calls and how many calls were missed.
To view the dialer agent performance report, click on the Reporting > Dialer Campaign Performance Report tab on the side-navigation.
Campaigns/Queues
This helps you filter out the report based on the selected campaigns or queues in the campaign.
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Click Campaigns/Queues from the top-left corner of the page.
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Select the campaign or queue from the list.
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Click Search.
| Field | Description |
|---|---|
| Campaign name | Name of the campaign. |
| Total calls | Total number of calls. |
| Answered calls | Total number of answered calls. |
| Missed calls | Total number of missed calls. |
| Dropped calls | Total number of outbound calls which were not connected to agent and hence dropped. |
| Outbound calls | Total number of outgoing calls on the particular campaign. |
| Inbound calls | Total number of incoming calls on the particular campaign. |
| Average response time | Average wait time for call. Formula: (valid for inbound and ratio calls only). Formula = Total time taken in queue /(total inbound calls + total ratio calls). |
| Average handle time | Average time to handle single call. Formula: Total time taken to handle the calls/Total answered calls. |
| Average hold time | Average time the call was on hold. Formula: Total time calls were on hold/Totalanswered calls. |
| Average talk time | Average Time for which agent is talking with Customer. Formula: Time for which agent is talking with Customer/ Number of answered calls. |
| Average disposition time | Average time the agent has taken to marked down the output of call. Formula=Total time taken by agent to marked down the outputs of calls/total calls. |
| Average pause time | Average time the agent was on break. Formula= Total time for which agent was on break/Number of times the agent was on break. |
| Manual calls | Total number of manual calls done on the particular campaign. |
| Hold count | Total number of times the call was kept on hold. |
| Transferred calls | Total number of calls that were transferred. |
| Inbound answered | Total number of incoming calls that were answered. |
| Inbound missed | Total number of incoming calls missed. |
| Inbound queue missed | Total number of missed incoming calls in queue. |
| Inbound agent missed | Total number of incoming calls missed by the agent. |
| Inbound average response time | Average time to response a single incoming call. Formula=Total time taken to response the incoming calls/ Total incoming calls. |
| Inbound average handle time | Average time to handle single incoming call. Formula: Total time taken to handle the incoming calls/ Total incoming calls answered. |
| Inbound average hold time | Average time the incoming call was on hold. Formula: Total time incoming calls were on hold/Total incoming calls answered. |
| Inbound average talk time | Average time for which agent is talking with Customer from incoming calls. Formula: Time for which agent is talking with Customer from incoming calls/ Number of incoming calls answered. |
| Outbound answered | Total number of outgoing calls that were answered. |
| Outbound missed | Total number of outgoing calls missed. |
| Outbound dropped | Total number of outgoing calls declined. |
| Outbound average response time | Average time to response a single outgoing call. Formula=Total time taken to response the outgoing calls/ Total Outbound calls. |
| Outbound average handle time | Average time to handle single outgoing call. Formula: Total time taken to handle the outgoing calls/ Total Outbound calls answered. |
| Outbound average hold time | Average time the outgoing call was on hold. Formula: Total time outgoing calls were on hold/Total Outbound calls answered. |
| Outbound average talk time | The average time the agent talks with the customer during outgoing calls. Formula: Time for which agent is talking with Customer from outgoing calls calls/ Number of outgoing calls answered. |
| Short calls | If in the campaign it is mentioned that short call duration is 10 seconds, calls with a duration less than 10 seconds will be listed here. |
| Qualified calls | If in the queue it is mentioned that qualified call duration is 5 seconds (SLA) , calls answered within 5 seconds of ringing, will come in qualified calls. |
| Percentage answered incoming | Percentage of incoming calls answered. Formula: Number of incoming calls answered/Total incoming calls. |
| Percentage answered outgoing | Percentage of outgoing calls answered. Formula: Number of outgoing calls answered/Total outgoing calls. |
| Percentage missed incoming | Percentage of incoming calls missed. Formula: Number of incoming calls missed/Total incoming calls missed. |
| Percentage dropped outgoing | Percentage of outgoing calls dropped. Formula: Number of outgoing calls dropped/Total outgoing calls. |
Updated 11 months ago