Check stats and export results for Inbound calls

Want to know how your inbound calls are doing on a Call Center campaign? This article shows you where to find inbound call stats and how to filter and export the results.

Why check inbound stats

When contacts call you back after a missed outbound call, you want to know two things: how many of those callers reached an agent, and how many are still waiting in the callback queue. The campaign dashboard answers both at a glance. Exporting the inbound results gives you a list of every incoming call and its outcome, so you can follow up with callers who never connected and measure how well your inbound setup is working.

Before you start

• Inbound calling must be enabled on your Call Center campaign. See Set up inbound calls for a Call Center campaign.
• Checking stats and exporting results takes a couple of minutes.

Read the inbound stats on the campaign dashboard

Open your Call Center campaign dashboard. It shows two inbound metrics:

• Calls connected to agents: the number of incoming calls that reached an agent.
• Calls added to the callback queue: incoming calls that arrived when no agent was available, so the contact was queued for a callback.

Filter and export inbound results

1. On your campaign's Campaign Overview tab, open the Results section.
2. In the direction filter, select Incoming.
3. Choose the call status you want: All, Connected, or Abandoned.
4. Click Filter Results.
5. Click Export Results to download the report.

Notes & limits

ⓘ Abandoned means the caller hung up or was never connected to an agent. Use the Abandoned filter to find contacts worth calling back.

FAQs

What does an Automated Callback row mean? 
It's a call CallHub placed automatically to a contact who was waiting in the callback queue. See Understand how inbound calls work in a Call Center campaign for how the queue works.

What is the difference between Connected and Abandoned? 
Connected calls reached an agent and had a conversation. Abandoned calls ended before an agent picked up, either because the caller hung up or no agent became available.

Where do I find stats for outbound calls? 
Outbound metrics live in the campaign's main statistics and reports. See Understand your Call Center campaign statistics and reports.