Analytics - Call and processing statistics

Created by Rob Garcia, Modified on Thu, 29 Jul 2021 at 10:02 AM by Rob Garcia

Call and processing statistics show edits made in the system, this means interactions between a user or the Megadialer system and the dataset, which modified the status and/or information.

Note: The information displayed in the columns for each report/statistic will differ one from the other even if the name of a single value is the same. This is due to the fact that the five statistics get built using a different approach to the existing dataset.

Please find here a description of the statistical values:

Count - The sum of all edits on contacts independent of the results (success, declined, failed, open). These can be edits triggered by the agent or also by the system, such as task flow related edits or edits triggered by foreign systems.
Completed - Calls that were saved with a positive or negative status outcome such as "success" or "declined".
Success - Number of calls that had a successful status outcome.
Success rate - This is the ratio of successful calls versus declined calls (success/completed). A value of 100 means you have 100% successful calls, whereas a value of 33 means that a third of your calls were successful.
Work time - The work time consists of the wait time towards the connection with the next contact + handling time + time between saving the previous contact and requesting a new one; provided that it is less than the configured break time¹.
Waiting time (dialer) - Elapsed time while the dialer was trying to connect to a contact (predictive mode).
Talk time (dialer) - Time spent talking to contacts.
Handling time - Elapsed time with the contact form open.
Preparation time - Time of the agent to prepare the next call, provided that it is less than the configured break time¹. i.e. the agent mask is closed, but the agent still has the call area open.
Wrap-up time - Handling time minus talk time.
Count / h - Amount of edits per hour.
Completed / h - Amount of edits per hour with a successful or declined outcome.
Completion rate - This is the ratio of edits with successful or declined outcome in relation to the total amount of edits.
Success / h - Amount of edits per hour with a successful outcome.
Declined - Amount of edits with a negative status outcome.
Failed - Amount of edits with a failed status outcome.
Done - Amount of edits where the contact has not an "open" status outcome (success, declined and failed are included).
Open - Amount of edits with an "open" status outcome (e.g. scheduled follow-up calls).
Wait time proportion - Amount of waiting time in relation to the work time.
Talk time proportion - Amount of talk-time in relation to the work time.
Wrap-up time proportion- Amount of wrap-up time in relation to the work time.
Avg wait time - Average time that is spent waiting to be connected to a contact.
Avg. talk time - Average time that is spent talking to a contact.
Avg. handling time - Average time that is spent editing the contact form.

For any further assistance please contact us at support@megacall.es.