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Call Center Campaign overview

Campaign overview for Call Center campaigns shows call details and cost of the campaign.

Details for Campaign Statistics:-

  1. 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 includes contacts that have been called, talked to the agents and completed
    all retry attempts.
    b. Failed - This includes counts of failed contacts i.e unable to dial number, unallocated
    numbers, temporary failure are all included as failed calls.
    c. DNC - Count of contacts that have been added to DNC or marked as Bad Numbers
    by agents.

  1. Pending -
    Pending counts include the number of contacts that need to be reached by agent plus contacts in retry.
    •  Contacts in retry - Contacts that are waiting to be added after retry interval time that has been set while creating a campaign.
    • Retry Attempt - Count of retry cycle contact is in. For example - If all subscribers get contacted once, and we started to call contact which is marked to be retried, then it will be shown under Retry attempts.

  1. Call Stats

    • Total Calls - Total Calls includes the sum of Pickups, Voicemail, Dropped Calls and Other Calls.

    • Dropped Calls - This includes all calls that got dropped while the agent is on another call (auto and predictive dialer), the count includes retries data.
    • Voicemail - Count of contacts to whom agent dropped voicemail, the count includes retries data.
    • Pickups - Count of calls that are picked up by the contacts, the count includes retries data.
    • Other Calls - Other calls include no answers, user busy or invalid numbers
  2. CallBacks -
    Shows details on Callbacks setup by agent(s) by selecting "CallBack" Disposition.

    • Scheduled: Total numbers of Calls scheduled by the agents

    • Attempted: Number of Callbacks attempted.

    • Unattempted: Number of Callbacks missed.

  3. Text Statistics-
    Shows details on messages sent and received from a call center campaign. 

    • Contacts: Number of contacts that are reached out via text.

    • Replied: Number of contacts responded to texts.

      • Texts including responses:
        Shows detailed statistics on messages 

        • Total: Sum of messages sent and received from the campaign.

        • Manual texts: Number of messages sent manually by agents. 

        • Auto texts: Number of automated texts sent through the campaign. 

        • Incoming texts: Number of incoming messages received.

6. Cost:
Credits spent on the current campaign.
  1. Calls: Cost of making calls
  2. SMS: Cost of sending and receiving messages.

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  1. Tarun Gulati

  2. Posted