Dialer Campaign Performance

The Dialer Campaign Performance report allows you to analyze and monitor the campaign performance running from the dialer portal by analyzing how much time the campaign was running, the total call timing for outgoing and incoming calls, and how many calls were missed.

To view the dialer agent performance report, click on the Reporting then Dialer Campaign Performance Report tab on the side navigation.

Campaigns/Queues

This helps you filter out the report based on the selected campaigns or queues in the campaign.

1. Click Campaigns/Queues from the top-left corner of the page.

2. Select the campaign or queue from the list.

3. Click Search.

Field	Description
Campaign name	Name of the campaign.
Total calls	Total number of calls.
Answered calls	Total number of answered calls.
Missed calls	Total number of missed calls.
Dropped calls	The total number of outbound calls which were not connected to the agent and hence dropped.
Outbound calls	The total number of outgoing calls on the particular campaign.
Inbound calls	The total number of incoming calls on the particular campaign.
Average response time	Average wait time for the call. Formula: (valid for inbound and ratio calls only). Formula = Total time taken in queue /(total inbound calls + total ratio calls).
Average handle time	Average time to handle single calls. Formula: Total time taken to handle the calls/Total answered calls.
Average hold time	The average time the call was on hold. Formula: Total time calls were on hold/Totalanswered calls.
Average talk time	Average Time for which Agent is Talking with Customer. Formula: Time for which agent is talking with Customer/ Number of answered calls.
Average disposition time	The average time the agent has taken to mark down the output of a call. Formula=Total time taken by the agent to mark down the outputs of calls/total calls.
Average pause time	The average time the agent was on break. Formula= Total time for which agent was on break/Number of times the agent was on break.
Manual calls	The total number of manual calls done on the particular campaign.
Hold count	The total number of times the call was kept on hold.
Transferred calls	The total number of calls that were transferred.
Inbound answered	Total number of incoming calls that were answered.
Inbound missed	The total number of incoming calls missed.
Inbound queue missed	Total number of missed incoming calls in queue.
Inbound agent missed	Total number of incoming calls missed by the agent.
Inbound average response time	Average time to respond to a single incoming call. Formula=Total time taken to respond the incoming calls/ Total incoming calls.
Inbound average handle time	Average time to handle a single incoming call. Formula: Total time taken to handle the incoming calls/ Total incoming calls answered.
Inbound average hold time	The average time the incoming call was on hold. Formula: Total time incoming calls were on hold/Total incoming calls answered.
Inbound average talk time	Average time for which agent is talking with Customer from incoming calls. Formula: Time for which agent is talking with Customer from incoming calls/ Number of incoming calls answered.
Outbound answered	Total number of outgoing calls that were answered.
Outbound missed	The total number of outgoing calls missed.
Outbound dropped	The total number of outgoing calls declined.
Outbound average response time	Average time to respond to a single outgoing call. Formula=Total time taken to respond to the outgoing calls/ Total Outbound calls.
Outbound average handle time	Average time to handle single outgoing calls. Formula: Total time taken to handle the outgoing calls/ Total Outbound calls answered.
Outbound average hold time	The average time the outgoing call was on hold. Formula: Total time outgoing calls were on hold/Total Outbound calls answered.
Outbound average talk time	The average time the agent talks with the customer during outgoing calls. Formula: Time for which agent is talking with Customer from outgoing calls/ Number of outgoing calls answered.
Short calls	If in the campaign it is mentioned that the short call duration is 10 seconds, calls with a duration of less than 10 seconds will be listed here.
Qualified calls	If in the queue it is mentioned that the qualified call duration is 5 seconds (SLA), calls answered within 5 seconds of ringing, will come in qualified calls.
Percentage answered incoming	Percentage of incoming calls answered. Formula: Number of incoming calls answered/Total incoming calls.
Percentage answered outgoing	Percentage of outgoing calls answered. Formula: Number of outgoing calls answered/Total outgoing calls.
Percentage missed incoming	Percentage of incoming calls missed. Formula: Number of incoming calls missed/Total incoming calls missed.
Percentage dropped outgoing	Percentage of outgoing calls dropped. Formula: Number of outgoing calls dropped/Total outgoing calls.