Call Center Campaign overview

Campaign overview for Call Center campaigns shows call details and cost of the campaign.

Details for Campaign Statistics:-

1. Completed -
   Completed counts include contacts that have completed all retry attempts and are not going to be
   called again in this campaign.
   a. Contacted - This includes contacts that have been called, talked to the agents and completed
   all retry attempts.
   b. Failed - This includes counts of failed contacts i.e unable to dial number, unallocated
   numbers, temporary failure are all included as failed calls.
   c. DNC - Count of contacts that have been added to DNC(CallHub DNC list and contacts that are disallowed in the campaign under Manage DNC) or marked as Bad Numbers
   by agents.
   

2. Pending -
   Pending counts include the number of contacts that need to be reached by agent plus contacts in retry.
   •  Contacts in retry - Contacts that are waiting to be added after retry interval time that has been set while creating a campaign.
   • Retry Attempt - Count of retry cycle contact is in. For example - If all subscribers get contacted once, and we started to call contact which is marked to be retried, then it will be shown under Retry attempts.
     

3. Call Stats - 

   • Total Calls - Total Calls includes the sum of Pickups, Voicemail, Dropped Calls and Other Calls.

   • Dropped Calls - This includes all calls that got dropped while the agent is on another call (auto and predictive dialer), the count includes retries data.
   • Voicemail - Count of contacts to whom agent dropped voicemail, the count includes retries data.
   • Pickups - Count of calls that are picked up by the contacts, the count includes retries data.
   • Other Calls - Other calls include no answers, user busy or invalid numbers
     

4. CallBacks -
   Shows details on Callbacks setup by agent(s) by selecting "CallBack" Disposition.

   • Scheduled: Total numbers of Calls scheduled by the agents

   • Attempted: Number of Callbacks attempted.

   • Unattempted: Number of Callbacks missed.
     

5. Text Statistics-
   Shows details on messages sent and received from a call center campaign. 

   • Contacts: Number of contacts that are reached out via text.

   • Replied: Number of contacts responded to texts.

     • Texts including responses:
       Shows detailed statistics on messages 

       • Total: Sum of messages sent and received from the campaign.

       • Manual texts: Number of messages sent manually by agents. 

       • Auto texts: Number of automated texts sent through the campaign. 

       • Incoming texts: Number of incoming messages received.

1. Calls: Cost of making calls
2. SMS: Cost of sending and receiving messages.