Are you interested in discovering how well your campaign performed? Or perhaps you're trying to understand why the number of calls you see doesn't seem to add up as expected? These are common questions that arise when managing call center campaigns.

CallHub offers two distinct types of reports specifically designed for Call Center campaigns. Each of these reports serves a unique purpose and provides different insights.

This comprehensive guide will walk you through when to use each report and how to accurately interpret the data they present, helping you make informed decisions about your campaigns.

Which Report Should I Use?

Tip: If your question is "How did my campaign perform?", then the best report to use is the Campaign Results.

On the other hand, if you want to know "What exactly happened during the campaign?", the Call Reports will provide the detailed information you need.

Campaign Results

The Campaign Results report provides a concise summary of your campaign by displaying the most recent interaction with each contact. This report is particularly useful for getting a quick snapshot of your campaign's overall performance.

In fact, this is the report you'll likely use most frequently when assessing how your campaign is progressing.

Best for

Campaign Results is ideal for several key purposes. It allows you to easily view the progress of your campaign by showing the latest status for each contact. You can review survey responses collected during the calls, check notes made by agents for additional context, export contact outcome data for follow-up activities, and plan future campaigns based on the insights gathered.

Where to find it

To access the Campaign Results report, navigate through the following path in your CallHub dashboard:

Campaigns → Select your campaign → Results

What information does it include?

Depending on the specifics of your campaign, the Campaign Results report may include a variety of valuable data points such as:

• The name of the contact
• Their phone number
• The latest call status, indicating the outcome of the most recent interaction
• The date and time of the last call
• Any survey responses collected during the call
• Notes entered by the agent during or after the call
• Tags associated with the contact for categorization or segmentation
• Duration of the call
• Disposition, which summarizes the call outcome

Important

It is important to understand that Campaign Results display only the latest call made to each contact. If a contact was called multiple times due to retry settings, this report will show only the most recent outcome, not the earlier attempts.

Example

Consider a contact named John who was called three times during a campaign.

In the Campaign Results report, you will see the following entry:

John → Supporter

The previous two call attempts, "No Answer" and "Busy," will not be shown here because only the latest outcome is displayed.

Call Reports

Call Reports offer a detailed and comprehensive history of every call made during your campaign. Unlike the Campaign Results, which summarize the latest interaction per contact, Call Reports record each call attempt separately.

Best for

Call Reports are best suited for tasks that require a deep dive into your campaign's call activity. They allow you to calculate the total number of calls made, including retries and redials, making them invaluable for auditing your campaigns. They also assist in troubleshooting any issues that arise, reviewing call costs to manage budgets effectively, assessing agent performance, and verifying billing details.

Where to find it

To access Call Reports, follow this path in your CallHub dashboard:

All Reports → Calls

What information does it include?

Call Reports may contain a wide range of detailed information about each call, including but not limited to:

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

Why Don't My Call Counts Match?

One of the most frequently asked questions is why the call counts differ between the two reports.

The reason is that Campaign Results and Call Reports count calls in fundamentally different ways.

Example

Suppose you have a campaign with 100 contacts.

• Out of these, 80 contacts answer on the first call attempt.
• The remaining 20 contacts require two additional retry attempts each.

Campaign Results

This report will show:

100 contacts

because it only displays the latest result for each contact, regardless of how many times they were called.

Call Reports

This report will show:

140 calls

because it records every call attempt, including initial calls and all retries.

• The 100 initial calls
• Plus the 40 retry calls (two retries for each of the 20 contacts)
• Every individual call attempt is counted

Both reports are accurate; they simply answer different questions about your campaign's activity.

Understanding Call Legs

Every phone conversation in your campaign is composed of one or more call legs. A call leg represents a single connection made during the call process.

Depending on your campaign's configuration, you may encounter several types of call legs.

A-Leg (Agent Leg)

The A-Leg refers to the connection established between CallHub and the agent who is making or receiving the call.

This leg is created whenever CallHub connects an agent to participate in a campaign.

Examples of A-Leg connections include:

• Calls made through browser-based calling
• Dial-out connections directly to the agent's phone
• Any other agent phone connection methods used during the campaign

B-Leg (Contact Leg)

The B-Leg represents the connection between CallHub and the contact being called.

Each attempt to reach a contact generates a separate B-Leg.

This includes:

• The initial call attempt
• Any retry calls made after the first attempt
• Redials that may occur during the campaign

Example

If a contact is called three times, you will see three separate B-Leg entries in the call logs.

• B-Leg
• B-Leg
• B-Leg

S-Leg (Patch-through Leg)

An S-Leg is created when your campaign uses the Patch-through feature.

Patch-through enables an agent to connect the contact to another phone number during the call. This could be an elected representative, a supervisor, or another destination relevant to the campaign.

When this connection is successfully established, the system creates an S-Leg to record that segment of the conversation.

If your campaign does not utilize the Patch-through feature, you will not see any S-Leg entries in your reports.

M-Leg (Manager Monitoring Leg)

An M-Leg is generated when a campaign manager joins or monitors a live call between an agent and a contact. During this call, the manager can listen but cannot speak.

Why Do I See Multiple Records for One Call?

Seeing multiple records for a single call is completely normal and expected.

This happens because one conversation can consist of several call legs, each representing a different connection within the call flow.

For example:

Agent
   │
   ▼
CallHub
   │
   ▼
Contact

This call setup creates two legs:

• An A-Leg that connects the agent to CallHub
• A B-Leg that connects CallHub to the contact

If the contact is patched through to another party, such as a representative office:

Contact
   │
   ▼
Representative Office

This creates an additional:

• S-Leg

If a manager joins the call to monitor:

This generates:

• An M-Leg

Each of these legs represents a distinct connection and is tracked separately to provide a complete and transparent audit trail of the call.

Frequently Asked Questions

Why do Campaign Results show fewer calls?

Campaign Results display only the latest interaction for each contact, which means earlier call attempts are not included.

Where can I see retry attempts?

Retry attempts are detailed in the Call Reports, where each call attempt is logged separately.

Why do I see the same contact multiple times?

Each retry generates a new B-Leg entry, so the same contact may appear multiple times in the Call Reports.

Which report should I use to calculate the total number of calls?

To get an accurate count of all calls made, including retries, use the Call Reports.

Which report should I use to export survey responses?

Survey responses are best exported from the Campaign Results report.

Which report should I use for billing?

For billing purposes, use the Call Reports, as they include every billable call attempt.

Why do I see A-Leg, B-Leg, S-Leg and M-Leg?

These terms represent different types of connections created during a call, and they help provide a comprehensive audit trail of the entire call process.

Best Practices

✅ To understand overall campaign performance and outcomes, rely on the Campaign Results report.

✅ To gain detailed insights into every call attempt and what transpired during the campaign, use the Call Reports.

✅ Expect differences in call counts between these two reports, as they serve different analytical purposes.

Need More Help?

If you are uncertain about which report to use or need assistance interpreting your campaign data, our dedicated support team is always available and happy to assist you.

Quick Summary

Remember:

• Campaign Results represent one row per contact, summarizing the latest interaction.
• Call Reports represent one row per individual call, capturing every attempt.
• Differences in the numbers between these reports are normal and expected.