Campaign overview for Call Center campaigns shows call details and cost of the campaign.
Details for Campaign Statistics:-
- Completed -
Completed counts include contacts that have completed all retry attempts and are not going to be
called again in this campaign.
a. Contacted - This include contacts that have been called, talked to the agents and completed
all retry attempts.
b. Failed - This include counts of failed contacts i.e unable to dial number, unallocated
numbers, temporary failure are all included as failed calls.
c. Added to DNC - Count of contacts that has been added to DNC or marked as Bad Numbers
- Pending -
Pending counts includes number of contacts that need to be reached by agent plus contacts in
a. Contacts in retry - Contacts that are waiting to be added after retry interval time that has
been set while creating campaign.
b. Retry Attempt - Count of retry cycle contact is in. For example - If all subscriber get
contacted once, and we started to call contact which are marked to be retried, then it will be shown under Retry attempts.
Total Calls - Total Calls includes sum of Pickups, Voicemail, Dropped Calls and Other Calls.
- Dropped Calls - This includes all calls that got dropped while agent is on another call (auto and predictive dialer), count includes retries data.
- Voicemail - Count of contacts to whom agent dropped voicemail, count includes retries data.
- Pickups - Count of calls that are picked up by the contacts, count includes retries data.
- Other Calls - Other calls include no answers, user busy or invalid numbers