Administrators have some reports that are designed specifically for admins.
Within the Campaign Tab there are a few reporting features.
1) Progress Stats
Every Campaign that you create builds a real time pie chart for administrators to view simply by mousing over the pie chart.
When you mouse over the pie chart, you are able to see, at a glance, what is happening within that campaign.
Uncalled - This is how many numbers that campaign has left to call
Called Once - This is how many numbers the campaign has called since the beginning of the campaign, it is also how many numbers the campaign has called since the last time leads were recycled.
In Progress - This is how many numbers the dialer is calling. It is the same number as Uncalled but only when you have not recycled your leads yet.
Maxed Out - This is how many numbers the dialer has called and no one answered, you can call those numbers back by recycling them.
Answered - This is how many numbers the dialer called and discovered an answer on the other end.
Out of Time - This number indicates how many number that you have uploaded that can not be called at this time because the times zones of those area codes are either before or after the times that you indicated in the campaigns Limit Call Hours properties.
You can also see what your campaigns current abandon rate is. In the image above, the abandon rate is at 11.7166%.
This means that over 11% of the calls that the dialer is making for this campaign are reaching live answers, however when the dialer is transferring those live answers to the agents, the agents are not available.
One way to lower this abandon rate, is to use the dialer in true Predictive Dialer mode, that does not allow the abandon rate to go above 3%.
2) Display Graph Stats
Each campaign has icons that allow that campaigns tools to be used, one of them is the Display Graph Stats icon.
When you click on that you are able to see a detailed pie chart that shows you what happened on each call that the dialer has made.
The chart and the key below the chart not only show what dispositions the dialer makes on its own, it also shows what dispositions your agents are making, merging them all together in an at a glace point of view.
3) Export CDR Reports
When you click on the icon called Export CDR, you have a few choices.
You can either run a report that shows a list of all calls made for that campaign, or you can run a report based on the disposition of the call.
From here, you can select as many dispositions as you want to show up on your report.
Once you have made your selections, make sure that the Send to Email address is correct, because the report will be emailed to that email address.
Once the email is sent, it may show up in your bulk or spam folder, depending on your spam settings.
Within the email, there will be a link that will allow you to download your report, which will be in a CSV Spreadsheet.
Your reports will show the times of the calls in UTC Time.
If you select ALL of the dispositions and run a report on them, you may notice a difference in calls made.
When you mouse over the pie chart, you can see how many calls the dialer made under "Called Once"
Yet if you add up all of the dispositions in the "Display Graph Stats" pie chart option.
You will notice that there are some numbers missing.
This is because the no answers and AMD (Answering Machine Detection) numbers do not show up here.
When you receive your report, you will see those included in your report.
4) Agent MonitorPlease Note: This feature is included with HD Premium accounts.
The Agent Monitor Tab is a tab that shows you what is happening in your dialer live.
You can see what numbers the dialer is calling and you can see what agents are on the phone with leads.
Another feature in this tab is the listen in feature.