Analytics - Dialer statistics

Dialer statistics display the actual status of dialed calls in predictive mode. They are useful to better know what is happening behind the scenes, better understand your customer's answer-seizure ratio (ASR)1 and keep and eye on your abandoned calls.

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.

A description of the statistical values is as follows:

• Count - Sum of all dials made in predictive mode.
• Connected calls - Amount of connected calls.
• Abandoned calls - Amount of abandoned calls.Answering machines - Amount of answering machines detected.
• No response - Amount of unanswered calls.
• Invalid call attempts - Amount of call attempts where a technical failure was detected.
• Avg. call distance - Average time between two call attempts.
• Connect rate - Ratio between dialed contacts and connected ones.
• Answering machine rate - Ratio between dialed contacts and answering machines.
• Abandon rate (net) - Ratio between abandoned calls and connected.
• Abandon rate (gross) - Ratio between abandoned calls and dialed.
• Avg. Wait time dialer - Average waiting time of the agents (time elapsed before a customer is connected).

Note that these values can be regrouped, to see the grouping options, once the value has been added, click once again on its name.

This statistic can be grouped horizontally according to the following values:

• Total - Total amount for each column.
• Task - Task in which the dialing took place.
• Task prefix - Prefix of the task in which the dialing took place.
• Source - Source name from which the dialed datasets came from.
• Month - Month when the dialing took place.
• Week - Week when the dialing took place.
• Date - Date when the dialing took place.
• Weekday - Day of the week when the dialing took place.
• Hour - Time of day when the dialing took place.
• Half hour - Half hour in which the dialing took place.
• Quarter hour - Quarter hour in which the dialing took place.
• Creation month - Creation month of the dialed contacts.
• Creation week - Creation week of the dialed contacts.
• Creation date - Creation date of the dialed contacts.
• Creation timestamp - Creation time UTC in ISO8601 format of the dialed contacts.
• Answering machine detection - Activated or deactivated answering machine detection option.
• Abandoned call penalty - Abandoned call penalty value.

Important information: Not applying the correct filters might result in not getting the desired information. E.g.: if you only want to include the contacts that are now in the call task form a specific source, you need to add a task or task prefix and source grouping or a task, task prefix and source filter. 

*1 - Is the percentage of telephone calls which are answered