Campaigns
| Metric | What it shows |
|---|---|
| Dial attempts | Total dial attempts in the period |
| Leads dialed | Distinct leads attempted |
| Human contacts | Attempts AMD classified as a human answer |
| Machine | Attempts AMD classified as a machine answer |
| No answer / busy | Attempts that rang out or hit a busy signal |
| Sales | Attempts ending in a sale disposition |
| Abandoned | Attempts that exceeded the connect window with no agent |
| Terminal | Attempts ending in any terminal disposition |
| Contact rate, conversion rate, abandonment rate | Percentages, plus the abandonment cap for comparison |
Agents
| Metric | What it shows |
|---|---|
| Calls handled | Inbound and outbound, split out |
| Talk time | Total and average, in seconds |
| Time in state | Available, busy, wrap-up, break, as seconds and occupancy percentage |
| QA reviews | Count and average score, plus flagged count |
Call volume
| Metric | What it shows |
|---|---|
| Total calls | Inbound and outbound split |
| Answered / failed / queued | Call outcome counts |
| ASR (answer-seizure ratio) | Percentage of attempts answered |
| ACD (average call duration) | Mean duration of answered calls |
| Average queue wait | Mean time a caller waited before being answered |
| Daily volume | Total and answered calls per day across the period |
| Top hangup causes | Cause code and count |
Dispositions
| Metric | What it shows |
|---|---|
| Total outcomes | Every disposition recorded in the period |
| Terminal / non-terminal | Split by whether the disposition closes the lead |
| Distinct codes | How many different disposition codes were used |
| Per-code breakdown | Code, label, terminal or retry, count, and share of total |
Compliance
| Metric | What it shows |
|---|---|
| DNC list size | Current number of entries |
| DNC suppressed attempts | Dials blocked by a DNC match, by source list |
| Abandonment breaches | Campaigns that exceeded their abandonment cap in the period |
| Campaigns without calling hours | Campaigns with no calling-hours restriction configured |