Metabase analytics is now available for Call Center campaigns, providing a dedicated dashboard that displays essential metrics to help you assess and optimize your campaigns. The Call Center dashboard presents a detailed view of all calls dialed in the campaign, as well as key metrics such as survey response counts, answer rates for each retry, call outcomes, and the dispositions set by calling agents.
Key Features of the Call Center Dashboard
-
Comprehensive Metrics: The dashboard displays essential data such as:
- Survey Question Responses: Shows the number of responses received for each survey question in the campaign.
- Answer Rate by Retrial Number: Displays the percentage of successfully answered calls per retry. This helps you assess the optimal number of retries for achieving higher answer rates.
- Contacts Breakdown: Provides an overview of call outcomes, categorized by the dispositions agents have marked.
- Contact-Level Agent Disposition: Shows the count of dispositions marked by agents for the queried data.
- Survey Question Responses (Multi-Select): Displays the count of combinations of answers chosen by contacts for multiple-answer survey questions.
- Customizable Filters: The dashboard allows you to filter data by date, account, campaign name, survey responses, and agent username. This flexibility makes it easy to generate reports for specific campaigns, agents, or survey responses, enabling you to quickly target the insights you need.
- Account and Subaccount Filters: With the ability to apply multiple filters, you can query data across all your accounts and subaccounts.
- Additional Campaign Insights: Beyond charts, the dashboard also provides data for:
|
Answer Rate |
Percentage of all answered calls (Human+Machine) out of total outbound calls |
| Human Answer Rate | Percentage of all human-answered calls out of total outbound calls |
|
Average Call Duration |
The average call duration of all connected calls (outbound & Inbound) answered by agents. This includes both Human and machine answered calls. |
| Average Human Call Duration | The average call duration of all connected calls answered by human (outbound & Inbound) handled by agents. |
| Opt-out Rate | Percentage of calls that are marked as DNC or Bad number. |
Note: Please be aware that the data displayed in Metabase has a 15-minute delay and is not in real-time.
Example: Using the Call Center Dashboard for Campaign Metrics
The screenshot below represents the Campaign Performance metrics on the Call Center dashboard. As shown, you can select various filters to customize your data view and drill down into performance details for specific campaigns and agents.
Feel free to reach out to the Support team at support@callhub.io or create a ticket from https://support.callhub.io if you have any concerns or queries.
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