Understand your Call Center campaign statistics – CallHub Customer Support

Want to know how your Call Center campaign is performing? The campaign Overview page shows you every key number in one place: how many contacts you've reached, how calls ended, what texts went out, and what the campaign has cost so far. This guide explains what each statistic means so you can read your results with confidence.

Before you start

You need a Call Center campaign that is running or has finished. To set one up, see Create a Call Center campaign.
Counts on the Overview page include retry attempts unless noted otherwise. To learn how retries affect your numbers, see How do retries work?

Open the campaign Overview

On the Campaigns page, click your Call Center campaign.
The Overview tab opens by default, showing your campaign statistics.

You'll know you're in the right place when you see the Campaign Statistics panel with counts for Completed, Contacted, Failed, and DNC.

Campaign Statistics

These numbers tell you how far your campaign has progressed through your contact list.

Statistic	What it means
Completed	Contacts that have finished all retry attempts and won't be called again in this campaign. Completed = Contacted + Failed + DNC + Contacts Suppressed.
Contacted	Contacts your agents called and who completed all retry attempts.
Failed	Contacts CallHub couldn't reach, for example, numbers that couldn't be dialed, unallocated numbers, or temporary failures.
DNC	Contacts added to a Do Not Call list (your CallHub DNC list or numbers disallowed under Manage DNC), plus contacts agents marked as Bad Numbers.
Contacts Suppressed	Contacts excluded from the campaign because they were part of the suppression list.

Pending

Pending is the total number of contacts your agents still need to reach, plus contacts waiting in retry.

Statistic	What it means
Contacts in retry	Contacts waiting to re-enter the calling queue after the retry interval you set when creating the campaign.
Retry Attempt	Which retry cycle the campaign is currently in. For example, once every contact has been called once, calls to contacts marked for retry appear under Retry Attempts.

Call Stats

Call Stats break down how your calls ended.

Statistic	What it means
Total Calls	The sum of Pickups, Voicemail, Dropped Calls, and Other Calls.
Pickups	Calls answered by contacts. Includes retries.
Voicemail	Contacts where the agent dropped a voicemail. Includes retries.
Dropped Calls	Calls that dropped because every agent was busy on another call. This applies to the Auto and Predictive dialers. Includes retries.
Other Calls	Calls that ended with no answer, a busy signal, or an invalid number.

ⓘ A high Dropped Calls count usually means your dialing speed is set faster than your agents can keep up with. Lowering the calls-per-agent ratio reduces dropped calls.

Callbacks

When an agent selects the Callback disposition during a call, the callback is tracked here.

Statistic	What it means
Scheduled	Total callbacks agents scheduled.
Attempted	Callbacks agents followed up on.
Unattempted	Callbacks that were missed.

Text Statistics

If your campaign sends texts, this section shows message activity.

Statistic	What it means
Contacts	Contacts reached by text.
Replied	Contacts who responded to a text.

Texts including responses:

Statistic	What it means
Total	All messages sent and received in the campaign.
Manual texts	Messages agents sent manually.
Auto texts	Automated texts sent by the campaign.
Incoming texts	Messages received from contacts.

Cost

The Cost section shows the credits spent on this campaign so far.

Statistic	What it means
Calls	Credits spent making calls.
SMS	Credits spent sending and receiving texts.

FAQs

Why doesn't Contacted match my total contact list?
Contacts only move to Contacted after finishing all retry attempts. Contacts still waiting on retries appear under Pending.

Why is my Total Calls higher than my number of contacts?
Call Stats include every attempt, so a contact retried three times adds three calls to the total.