Dialer Reports

How each dialer did: preview, predictive, blaster and callback

General

The Dialers group holds six reports, each looking at your outbound operation from a different angle. This one, General, is the history: one row per call attempt an agent made with a Preview or Automatic dialer.

How the toolbar, the filters and the download work is in the Reports article. Here are the two things to understand before reading the table, and then the dictionary.

The dialer status

Top right there is a bar telling you where the segment stands: Finished if it is done, Started if it is running and Paused if someone stopped it. It keeps you from drawing conclusions from a campaign that is only halfway through.

AMD

AMD is the automatic detection of who picked up: human, machine when it reached voicemail, or failed. It only means something on automatic dialling, because on Preview the agent is already on the line.

Field dictionary

Field	Description
Date	The day of the attempt
Day	The day of the week
Start time	When the attempt began
End time	When it ended
Dialer	Which dialer the call came from
Type	Whether the dialer is Preview or Automatic
Segment	The segment of the base being worked
CRM	Which CRM the contact came from
Contact	The contact's name
Phone	The number that was dialled
Contact key	The contact's unique identifier in the CRM
Total duration	The whole attempt, end to end
Ring duration	How long it rang before someone answered or it dropped
Call duration	How long they actually talked
ACW duration	How long the agent took to wrap up after hanging up
Management	How the call ended: complete, no answer, voicemail and so on
AMD	Who picked up, on automatic dialling
No route	Whether the call found no way out
Agent	Who made the call
Agent Number	Their number
Identifier	The call's unique identifier
Typification 1	The main classification the agent entered
Typification 2	The subcategory
Typification 3	The third level
Open Typification	The agent's free-text comment
CSAT	The satisfaction score, if there was a survey
FCR	Whether it was resolved on first contact
NPS	The Net Promoter Score, if there was a survey

The downloads

This report downloads in more than one shape. Contacts brings the contact data and Combined merges it with the call data into a single file. And Combine contacts does the same thing on screen.

In practice

Look at No route before blaming the database. A call with no route is not a bad number but a telephony configuration problem: the outgoing route does not cover that pattern, or the trunk did not carry it. It looks just like a contact failure and it is not one.

Callback

Callback is the history of promised call-backs: the ones an agent scheduled and the ones the system generated. It exists to answer whether they were kept.

The four statuses

Pending: The time has not come yet.
Complete: The call was made.
Expired: The time passed and nobody called.
Rescheduled: It was moved to another date.

Above the table all four come counted, so the size of the problem is visible before you go into the detail.

Field dictionary

The table is split into two halves worth reading against each other: what was promised and what happened.

Field	Description
Callback	The identifier of the commitment
Dialer	Which dialer it came from
Segment	The segment of the base
Status	Pending, Complete, Expired or Rescheduled
Scheduled date	The day the call was promised for
Scheduled time	The promised time
Scheduled agent	Who made the commitment, with their number and name
Contact	The contact's name
Dial number	The number that was to be called
Called date	The day the call actually happened
Called time	The actual time
Called agent	Who made it, with their number and name
Campaign	The campaign it belongs to
Queue Callback	Whether a campaign generated it instead of an agent
Management	How it ended, if it happened at all
Typification 1, 2 and 3	How it was classified
Open Typification	The agent's comment

What you decide with it

The agent who schedules and the agent who calls need not be the same, and those two columns together are what tell you whether the commitment travelled properly from one shift to the next.

Many Expired is an operational problem: somebody promised and nobody called. Many Rescheduled is usually something else, either bad scheduling or a contact who is hard to reach, and you tell them apart by looking at whether it is always the same contact being moved or always the same agent moving them.

Note

Queue Callback separates the commitments a person made from the ones the system generated. They are different things: the first is a promise somebody made, the second is a rule that fired.

Management Summary

The Management Summary is the quick read on how a campaign is going. It has no call rows, just two totals, and the point is understanding why there are two and not one.

A contact is not a number

A contact is a person in the CRM and counts once, however many numbers they have. A number is each line that gets dialled, and one contact can contribute several, on top of the retries.

That is why there are always more numbers than contacts, and why the two summaries never reconcile. It is not an error: they measure different things.

Summary of Managed Contacts: How far you have got through the base. Complete, not complete, deleted and do-not-call.
Summary of Managed Numbers: How much work was done. Complete, no answer, wrong number, busy, voicemail, scheduled, do-not-call and interrupted.

The contact summary answers how much is left. The number summary answers what it cost.

What you decide with it

Many numbers worked with few contacts completed is a reachability problem, not an effort one: a lot of dialling and not much talking.

Many wrong numbers point at the quality of the base. Many no answer point at the time of day. And many attempts per contact mean your retry strategy is working the same people over and over.

Blaster

The Blaster report covers campaigns that dial with no agent: when somebody picks up, what answers is an IVR, a voicebot or an audio file.

It shares the segment status bar and the AMD logic with General, but its table is far shorter because there is no agent work to record.

Field	Description
Date	The day of the attempt
Day	The day of the week
Time	The time of the attempt
AMD	Who picked up: human, machine or failed
CRM	Which CRM the contact came from
Contact	The contact's name
Phone	The number that was dialled
Contact key	Their identifier in the CRM
IVR	The flow that answered the call
Option	Which point of the flow it entered at

What you decide with it

A high share of machine is almost always a timing problem, not a database one: you are calling when people are not there. Many failed really are the database.

And if plenty of humans pick up but the flow goes nowhere, the problem is in the IVR and you chase it in IVR Results, which is where you see which option they pressed and where they stopped.

Predictive

Predictive shows what the dialer does before an agent enters the picture. It is the report of the contact engine, not of the conversation.

Important

This report does not carry the agent's work. Typification, talk time, ACW and the survey score are not here, because on predictive the connected call is handed to an inbound campaign and from that point on the inbound voice reports keep the count.

The Phone column

It is the most useful column in the report and the one most often overlooked. On top of the number dialled, it carries the phone field: which CRM field that number came out of, whether Mobile 1, Mobile 2 or the landline.

With that you can tell which of a person's numbers works and which does not, and above all which of your base's fields is worth anything. If Mobile 2 fails consistently across the whole operation, the problem is not one contact but how that field is being filled.

Field dictionary

Field	Description
Date	The day of the attempt
Day	The day of the week
Time	The time of the attempt
Segment	The segment of the base
AMD	What the dialer detected: human, machine, no answer or failed
CRM	Which CRM the contact came from
Contact	The contact's name
Phone	The number that was dialled
Phone field	Which CRM field that number came from
Contact key	Their identifier in the CRM
Destination Campaign	The inbound campaign the connected call was handed to

What you decide with it

The ratio between attempts and humans detected is your real reachability, and it is the number to have in hand before arguing about whether the dialer is well configured.

Then comes the fine work: which time band turns up the most humans, and which phone fields contribute versus which only burn attempts.

Typification

The Typification report consolidates how agents classified what happened on each call. It is the report that translates the operation into business language.

Audara handles up to three levels of typification, so the report shows them separately. The first is the main classification, and the second and third refine it if they are configured.

At each level you see the Options that dialer has, the Amount of times each one was picked and its Percentage of the total.

The typification threshold

Above sit Total calls made and Calls with typification, and between the two comes the Typification Threshold: what share of calls ended up classified. You can set your own threshold, and the value is painted green if it reaches it and red if it does not.

Important

This is the number to look at first. If only 60% of calls are typified, the rest of the report describes a biased sample: those are the calls somebody bothered to classify, not all of them. Before drawing business conclusions, check how much is being typified.

Note

Typification options are configured per dialer and per campaign, so two campaigns do not compare directly: each has its own catalogue.