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.

  1. Click Campaigns/Queues from the top-left corner of the page.

  2. Select the campaign or queue from the list.

  3. Click Search.

Dailer campaign perfomance report

FieldDescription
Campaign nameName of the campaign.
Total callsTotal number of calls.
Answered callsTotal number of answered calls.
Missed callsTotal number of missed calls.
Dropped callsTotal number of outbound calls which were not connected to agent and hence dropped.
Outbound callsTotal number of outgoing calls on the particular campaign.
Inbound callsTotal number of incoming calls on the particular campaign.
Average response timeAverage 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 timeAverage time to handle single call.
Formula: Total time taken to handle the calls/Total answered calls.
Average hold timeAverage time the call was on hold.
Formula: Total time calls were on hold/Totalanswered calls.
Average talk timeAverage Time for which agent is talking with Customer.
Formula: Time for which agent is talking with Customer/ Number of answered calls.
Average disposition timeAverage 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 timeAverage time the agent was on break.
Formula= Total time for which agent was on break/Number of times the agent was on break.
Manual callsTotal number of manual calls done on the particular campaign.
Hold countTotal number of times the call was kept on hold.
Transferred callsTotal number of calls that were transferred.
Inbound answeredTotal number of incoming calls that were answered.
Inbound missedTotal number of incoming calls missed.
Inbound queue missedTotal number of missed incoming calls in queue.
Inbound agent missedTotal number of incoming calls missed by the agent.
Inbound average response timeAverage time to response a single incoming call.
Formula=Total time taken to response the incoming calls/ Total incoming calls.
Inbound average handle timeAverage time to handle single incoming call.
Formula: Total time taken to handle the incoming calls/ Total incoming calls answered.
Inbound average hold timeAverage time the incoming call was on hold.
Formula: Total time incoming calls were on hold/Total incoming calls answered.
Inbound average talk timeAverage 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 answeredTotal number of outgoing calls that were answered.
Outbound missedTotal number of outgoing calls missed.
Outbound droppedTotal number of outgoing calls declined.
Outbound average response timeAverage time to response a single outgoing call.
Formula=Total time taken to response the outgoing calls/ Total Outbound calls.
Outbound average handle timeAverage time to handle single outgoing call.
Formula: Total time taken to handle the outgoing calls/ Total Outbound calls answered.
Outbound average hold timeAverage time the outgoing call was on hold.
Formula: Total time outgoing calls were on hold/Total Outbound calls answered.
Outbound average talk timeThe 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 callsIf 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 callsIf 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 incomingPercentage of incoming calls answered.
Formula: Number of incoming calls answered/Total incoming calls.
Percentage answered outgoingPercentage of outgoing calls answered.
Formula: Number of outgoing calls answered/Total outgoing calls.
Percentage missed incomingPercentage of incoming calls missed.
Formula: Number of incoming calls missed/Total incoming calls missed.
Percentage dropped outgoingPercentage of outgoing calls dropped.
Formula: Number of outgoing calls dropped/Total outgoing calls.