Call Center Campaign overview

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

Details for Campaign Statistics:-

• Completed - Completed counts include contacts that have completed all retry attempts and are not going to be called again in this campaign. The completed count is a sum of Contacted, Failed and the contacts added to DNC.
• Contacted - This includes contacts called from the campaign and completed all retry attempts.
• Failed - This includes counts of failed contacts, i.e., unable to dial number, unallocated numbers, temporary failure are all included as failed calls.
• 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.  

Pending -
Pending counts include the total number of contacts that need to be reached by the agent plus contacts in retry.

• Contacts in retry - Contacts that are waiting to be added after the 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 start to call contact, which is marked to be retried, then it will be shown under Retry attempts.

Call Stats - 

• Total Calls - Total Calls include 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 consists of retries data.
• Voicemail - Count of contacts to whom the agent dropped voicemail. The count includes retry data.
• Pickups - Count of calls that are answered by the contacts. The count includes retry data.
• Other Calls - Other calls include no answers, user busy, or invalid numbers.

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

• Scheduled: Total number of Calls scheduled by the agents
• Attempted: Number of Callbacks attempted
• Unattempted: Number of Callbacks missed.

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 who responded to texts.

Texts including responses:

• 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

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