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 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.