Contents

Dialer agent statistics

These statistics summarize the activity of all Dialer agents.

Abandon Rate (by calls): The percentage of total Dialer calls handled by all agents which were classified as abandons.
Abandon Rate (by contacts): The percentage of total Dialer calls handled by all agents which were contacts and were classified as abandons.
Abandon Rate (by detections): The percentage of Dialer calls handled by all agents which reached a live party and were classified as abandons.
Average Break Time: The average amount of time all agents have spent on break.
Average Dialer Talk Time: The average amount of time all agents have spent on each Dialer call.
Average Idle Time: The average amount of time all agents have spent idle.
Average Non-Dialer Talk Time: The average amount of time all agents have spent on each non-Dialer call.
Average Talk Time: The average amount of time all agents have spent on each call.
Contact Rate: The percentage of total Dialer calls handled by all agents which were classified as contacts.
Contacts Per Hour: The number of Dialer calls resulting in a contact which all agents have handled per hour.
Dialer Calls: The number of Dialer calls all agents have completed.
Idle Periods: The number of times all agents have been idle.
Logged In Time: How long the agents have been logged into the campaign.
Non-Dialer Calls: The number of non-Dialer calls all agents have completed.
Percent Break Time: The percentage of all agents's time which has been spent on break.
Percent Dialer Talk Time: The percentage of all agents's time which has been spent on Dialer calls.
Percent Idle Time: The percentage of all agents's time which has been spent idle.
Percent non-Dialer Talk Time: The percentage of all agents's time which has been spent on non-Dialer calls.
Stage: The stage the agents are currently in.
Station: The station the agents are logged into.
Status: The agents's current status.
Successes Per Hour: The number of successful Dialer calls all agents handled per hour.
Successes Rate (by calls): The percentage of total Dialer calls handled by all agents which were classified as successes.
Successes Rate (by contacts): The percentage of Dialer calls handled by all agents which were contacts and were classified as successes.
Time in Stage: How long the agents have been in the current stage.
Time in Status: How long the agents have been in the current status.
Total Abandons: The number of calls all agents have completed that were classified as abandons.
Total Break Time: The total amount of time all agents have spent on break.
Total Breaks: The number of times all agents have been on break.
Total Contacts: The number of calls all agents have completed that were classified as contacts.
Total Detections: The number of calls all agents have completed that were detected as a live speaker.
Total Dialer Talk Time: The total amount of time all agents have spent on connected Dialer calls.
Total Emails: The total number of emails sent.
Total Idle Time: The total amount of time all agents have spent idle.
Total Non-Dialer Talk Time: The total amount of time all agents have spent on connected non-Dialer calls.
Total SMS Messages: The total number of SMS messages sent.
Total Successes: The number of calls all agents have completed that were classified as successes.
Total Talk Time: The total amount of time all agents have spent on Dialer and non-Dialer calls.