Engage Voice | Historical dashboards:
Dialer Performance and Penetration

Table of contents

The Engage platform provides several dashboards organized by categories that provide data on current information. Most of the reports used in dashboards can be found in the Standard folder of Historical reports. Read more about them in Historical reports reference.
 
Note: Dashboards and reports that reference digital data are reserved for future use.

Helpful hint!

Some parts of the UI will refer to reports as ‘insights.’ Reports are ‘insights’ as well. Still, most of the UI will only refer to reports as ‘reports’ and not ‘insights.’ Insight is a deprecated term.

Dialer Performance and Penetration

The Dialer Performance and Penetration dashboard provides an overview of outbound dialing metrics, as well as dispositions of dialed calls.
 
Here are the following filters you can use to sort data in the Dialer Performance and Penetration dashboard:
  • Date Range: A range of days that the dashboard will be covering. Preset to the last 30 days.
  • Account: The sub-account to be reported on.
  • Account ID: The ID of the account that needs to be viewed.
  • Product Group Type: Filters to a specific subset of product group types.
  • Product Group: Filters to a specific subset of product groups.
  • Product Type: Filters to a specific subset of product types.
  • Product: Filters to a specific subset of products.
Note that an activity is attributed to a time interval by its start timestamp. Account filter is a parent filter to the other filters (except for the Date). For example, if you select a particular account, the Agent Group filter will be showing only agent groups of that account.

Under the Dialer Performance and Penetration dashboard, you will find the following sections:
  • Dialer KPIs
  • Dialer Penetration
  • Hourly Disposition
  • Download Dialer Statistics

Dialer KPIs section

  • Dialed: Count of outbound call attempts.
  • Hit Rate: Percentage of live answered calls to the total call attempts.
  • Abandon Rate: Percentage of outbound abandoned calls to the total number of answered calls.
  • Success Rate: Percentage of successful outbound calls out of all outbound call attempts.

Dialer Penetration section

This section contains one KPI and one report.
  • Leads Complete: Number of completed leads.
  • Dialer Penetration Chart: Bar chart that shows the percentage of completed calls (% Outbound Leads Complete Count, y axis) to the number of times a call was attempted (Pass #, x axis).

Hourly Disposition section

This section contains one report. A stacked area chart that shows the disposition trend every quarter of an hour. These dispositions are the following:
  • Answer: Number of outbound call attempts answered by a live person.
  • No Answer: Number of outbound call attempts that were not answered.
  • Busy: Number of calls tagged as busy.
  • Machine: Number of outbound calls answered by answering machines.
  • Intercept: Number of outbound call attempts with Intercept call results.
  • Abandon: Number of outbound abandoned calls or answered calls that were not connected to an agent.
  • Other: Number of outbound calls with call results other than what is specified in the system.

Download Dialer Statistics section

This section contains two reports.
  • Dialer Penetration Report: Table that shows a summary of a percentage of completed leads by product and product group. 
  • Hourly Dialer Disposition Report: Table that shows details on dispositions made by the hour. Read more about the metrics seen in this report in Measures and attributes.
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