Understand your Call Center campaign statistics and reports

Want to know exactly how your Call Center campaign performed? This guide explains every statistic on the campaign Overview page and shows you which report to pull when you need the details. It's for campaign managers and admins who review results, prove ROI, or troubleshoot numbers that don't seem to add up.

Why this matters

Your campaign generates a lot of numbers, and each one answers a different question. Reading them correctly helps you show stakeholders what the campaign achieved, catch problems early (like a dialing speed set faster than your agents can handle), plan follow-up outreach, and verify billing. Once you know which statistic or report answers which question, you can trust your data instead of second-guessing it.

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?
• You need admin access to view Agent Reports.

Campaign Overview statistics

To open your statistics: on the Campaigns page, click your Call Center campaign. The Overview tab opens by default. 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.

Pending

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

Call Stats

Call Stats break down how your calls ended.

✓ 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.

Text Statistics

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

Texts including responses:

Cost

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

Campaign Results vs Call Reports

CallHub gives you two reports for Call Center campaigns, and they answer different questions. If you're asking "How did my campaign perform?", use Campaign Results. If you're asking "What exactly happened during the campaign?", use Call Reports.

Campaign Results: the latest outcome per contact

Campaign Results shows one row per contact, summarizing the most recent interaction with each one. This is the report you'll use most often to check how your campaign is progressing, review survey responses and agent notes, and export contact outcomes for follow-up or future campaign planning.

Where to find it: go to Campaigns, select your campaign, then open the Result tab (the All results view). To export from here, click Export Results and choose By Contact or By Call.

Depending on your campaign, Campaign Results can include:

• Contact name
• Phone number
• Latest call status (the outcome of the most recent interaction)
• Date and time of the last call
• Survey responses collected during the call
• Notes entered by the agent during or after the call
• Tags associated with the contact
• Call duration
• Disposition (the call outcome)

ⓘ Campaign Results shows only the latest call made to each contact. If a contact was retried, earlier attempts don't appear here; use Call Reports to see them. For example, if John was called three times (No Answer, then Busy, then Supporter), Campaign Results shows one entry: John, Supporter.

Call Reports: every call attempt

Call Reports logs every call made during your campaign as a separate row, including retries and redials. Use it to calculate total calls, audit campaigns, troubleshoot issues, review call costs, assess agent performance, and verify billing.

Where to find it: on the left pane, go to Reports > All Reports > Call Reports.

Call Reports can include:

• Date and time the call was made
• The agent who handled the call
• The contact's phone number
• The Caller ID used
• Call duration
• Billable duration, which may differ from total call time
• Cost incurred for the call
• A link to the call recording, if available
• The unique identifier (UUID) for the call
• Disposition or outcome of the call
• AMD (Answering Machine Detection) status, indicating if the call reached a person or a machine
• Call leg information, detailing the different segments of the call connection

Why the counts differ between the two reports

Both reports are accurate. They just count differently: Campaign Results counts contacts, Call Reports counts call attempts.

Say your campaign has 100 contacts. 80 answer on the first attempt, and the remaining 20 need two extra retries each.

Call legs explained

Every conversation in your campaign is made up of one or more call legs. A call leg is a single connection made during the call, and each leg is logged and billed separately. That's why one conversation can show multiple records in Call Reports.

For example, a standard call (Agent to CallHub to Contact) creates two legs: an A-Leg and a B-Leg. Patch the contact through to a representative's office and an S-Leg is added. A manager monitoring the call adds an M-Leg. Each leg is tracked separately to give you a complete audit trail, so seeing multiple records for one call is normal and expected.

Agent Reports

Agent Reports let you track how your agents perform on calling campaigns. You can generate reports for calls dialed by one agent across multiple campaigns, or for all agents across a single campaign. By default, the report covers all campaigns and all agents.

For each agent, the report shows aggregate columns: Total time connected to the system, Total No.of Times Agent Joined, Total calls assigned, Total Calls Connected to Agent, Human Answered Calls, Machine Answered Calls, Inbound Call Connected, Total talk time, Average Call Duration, Average wrap time, Contacts per Hour, DNC, Total Cost ($), and Patch Through Calls.

To generate one:

1. As an admin, on the left pane, go to Reports > All Reports > Agent Reports.
2. Choose the Campaign Type (for example, Call center campaign) and how to Group by (for example, Agent). Tick Group by date if you want the rows broken down by day.
3. Click Apply.
4. Refine the table with the filters above it: Call Date (defaults to the previous 20 days or today), Campaign, and Agent Username.
5. To download the report, click the export icon at the top right of the table.

ⓘ Agent Reports shows aggregate totals per agent, including a count of inbound calls connected. The details of individual calls (each attempt, its duration, cost, recording, and legs) are not included here; for those, use Call Reports.

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.

Why do I see the same contact multiple times in Call Reports? 
Each retry generates a new B-Leg entry, so a retried contact appears once per attempt.

Which report should I use to export survey responses? 
Survey responses are best exported from Campaign Results.