Outbound Dialer Campaigns

This dashboard provides an overview of the records reached by campaigns of the Outbound Dialer, as well as a high-level summary of each campaign's progress.

These are the available filters in the Outbound Dialer Campaign dashboard:

  • Campaign name
  • Date

Metric Name

Description

Calculation

Metric Type

Outbound Dialer Average Talk Time

Average talk time between agents and records for Outbound Dialer answered calls.

Outbound Dialer Pickup Rate

Percentage of Outbound Dialer calls which were successfully answered.

Number of answered calls divided by the total number of calls launched by Outbound Dialer.

Percentage

Average Pickup Rate per Day

Percentage of Outbound Dialer calls which were successfully answered per day.

Number of answered calls divided by the total number of calls launched by Outbound Dialer.

Percentage

Avg. Attempts Until Record is Connected

The average number of attempts until a record is connected.

Number

Outbound Dialer Total Talk Time

The total talk time between agents and customers for Outbound Dialer answered calls.

Outbound Dialer Longest Talk Time

The longest talk time between an agent and a customer for Outbound Dialer answered calls.

Total Outbound Dialer Calls per Call Disposition

Number of Outbound Dialer calls per call disposition.

Number

Outbound Dialer Abandon Rate

Percentage of Outbound Dialer answered calls that were abandoned by the record before being connected to an agent.

Number of abandoned calls divided by the total number of answered calls.

Percentage

Total Contacts (per agent)

The total number of Outbound Dialer calls that were handled by the agent.

Number

AVG Talk Time (per agent)

The average talk time between the agent and the customer for Outbound Dialer answered calls.

Total Outbound Dialer Calls per System Disposition

Number of Outbound Dialer calls per system disposition.

The system disposition of a call is one of the following options:

  • Connected
  • No-answer
  • Invalid Number
  • Busy
  • Abandoned
  • Answering Machine
  • Hangup before connection

String

AVG ACW time (per agent)

The average "After Call Work" time of the agent.

AVG handle time (per agent)

The average handle time the agent spends on a call. This corresponds to the sum between talk and ACW times.

Idle time (per agent)

The average time per hour the agent was idle. This corresponds to the time the agent was in "Available" status.