Guides

Dialer Campaign/Queue Half Hourly Summary Report

  • The Dialer Campaign/Queue Half Hourly Summary Report allows you to analyze and monitor campaigns running from the dialer portal for every half-hour interval. It provides insights into metrics such as answered, missed, or dropped calls, as well as average response time, handle time, and talk time for each interval.

Campaigns/Queues Filter

  • This feature helps you filter the report based on selected campaigns or queues.
  1. Click Campaigns/Queues on the top-left corner of the page.
  2. Select the desired campaign or queue from the list.
  3. Click Search.

Date Selection

  • Choose the date for which you want to retrieve the report.

Key Performance Indicators (KPIs)

  • Below is a table explaining the KPIs available in the Campaign Half-Hourly Summary Report:
Field NameDescription
IntervalTime interval (e.g., 30 minutes) for which the metrics are displayed.
Campaign NameName of the campaign or queue for which the performance is summarized.
Total CallsTotal number of calls made or received during the interval.
AnsweredTotal number of calls successfully answered within the interval.
MissedTotal number of calls missed (not answered) during the interval.
DroppedTotal number of calls dropped due to disconnection or technical issues during the interval.
InboundTotal number of inbound calls received during the interval.
OutboundTotal number of outbound calls made during the interval.
Avg. Response Time (HH:MM:SS)Average time taken to respond to calls during the interval.
Avg. Handle Time (HH:MM:SS)Average time taken to handle calls, including talk, hold, and wrap-up time, during the interval.
Avg. Talk Time (HH:MM:SS)Average time spent talking to the caller per call during the interval.
Avg. Hold Time (HH:MM:SS)Average time calls were placed on hold during the interval.
Avg. Disposition Time (HH:MM:SS)Average time spent updating call disposition after the call ends during the interval.
Avg. Pause Time (HH:MM:SS)Average time agents spent on breaks or pauses during the interval.
# Manual CallsNumber of calls manually dialed by agents during the interval.
# HoldTotal number of calls placed on hold during the interval.
# TransferredTotal number of calls transferred to other agents or departments during the interval.
Inbound AnsweredNumber of inbound calls answered successfully during the interval.
Inbound MissedNumber of inbound calls missed during the interval.
Inbound Avg. Response Time (HH:MM:SS)Average response time for inbound calls during the interval.
Inbound Avg. Handle Time (HH:MM:SS)Average time spent handling inbound calls, including talk, hold, and wrap-up during the interval.
Inbound Avg. Hold Time (HH:MM:SS)Average hold time for inbound calls during the interval.
Inbound Avg. Talk Time (HH:MM:SS)Average talk time for inbound calls during the interval.
Outbound AnsweredNumber of outbound calls answered by customers during the interval.
Outbound MissedNumber of outbound calls missed during the interval.
Outbound DroppedNumber of outbound calls dropped during the interval.
Outbound Avg. Response Time (HH:MM:SS)Average response time for outbound calls during the interval.
Outbound Avg. Handle Time (HH:MM:SS)Average time spent handling outbound calls, including talk, hold, and wrap-up during the interval.
Outbound Avg. Hold Time (HH:MM:SS)Average hold time for outbound calls during the interval.
Outbound Avg. Talk Time (HH:MM:SS)Average talk time for outbound calls during the interval.
Short CallsNumber of short calls (typically calls lasting less than a predefined duration) during the interval.
Qualified CallsNumber of calls that met qualification criteria during the interval.
Inbound Queue Missed CallsNumber of missed calls in the inbound queue during the interval.
Inbound Agent Missed CallsNumber of inbound calls missed by agents during the interval.
Percentage Answered IncomingPercentage of inbound calls answered during the interval.
Percentage Answered OutgoingPercentage of outbound calls answered by customers during the interval.
Percentage Missed IncomingPercentage of inbound calls missed during the interval.
Percentage Dropped OutgoingPercentage of outbound calls dropped during the interval.

Export Report

  • Click on Export to download the report as a .csv file.