Voice Campaign Performance

Updated 

14 days ago

The Voice Campaign Performance report provides a comprehensive view of your outbound voice campaigns by tracking lead progression, campaign outcomes, and operational performance. It helps you analyze lead statuses, campaign effectiveness, retry and closure trends, and key campaign, segment, and lead-level metrics. Using this report, you can monitor campaign health, identify opportunities for optimization, and gain deeper insights into lead engagement throughout the campaign lifecycle.

Purpose

  • Track lead progression across campaigns: Monitor how leads move through Open, Retry Scheduled, On Hold, and Closed statuses to understand campaign effectiveness and completion rates.

  • Identify follow-up opportunities: Analyze leads with pending retries or scheduled rechurn attempts to ensure no potential conversion opportunities are missed.

  • Compare campaign and segment performance: Evaluate metrics across campaigns, segments, and lead groups to identify high-performing outreach strategies.

  • Optimize campaign operations: Monitor leads that remain On Hold due to pending after-call work (ACW) or other operational delays and take corrective action to improve efficiency.

Dashboard Sections

The sections are listed below:

Lead Reports: Lead Reports provide comprehensive visibility into the lifecycle, status, and outreach performance of leads within outbound calling campaigns. They help you monitor lead progression, agent engagement, contact attempts, and disposition outcomes, enabling teams to evaluate campaign effectiveness and optimize lead management strategies.

The widgets and metrics are listed below:

Status Overview: Overview of leads currently present in campaigns and the distribution of their statuses.

The metrics are:

Name

Definition

Total Leads

Total number of leads currently present in the selected voice campaign, regardless of their current status.

The metrics are:

Name

Definition

Total Attempted Leads

Number of unique leads for which at least one call attempt has been made during the selected time period.

The metrics are listed below:

Name

Description

Total Connected Leads

Number of unique leads where a call was successfully connected and interaction with the customer was established.

The metrics are:

Name

Description

Open Leads

Leads that are still active and require further action or disposition. These leads have not yet reached a final outcome.

The metrics are listed below:

Name

Description

Closed Leads

Leads that have reached a final disposition and no longer require follow-up or additional action.

The metrics are:

Name

Description

Retry Scheduled Leads

Leads for which a future callback or retry attempt has been scheduled after an unsuccessful or incomplete interaction.

The metrics are listed below:

Name

Description

On Hold Leads

Leads that are temporarily paused from processing and are waiting for a specific condition, action, or decision before further engagement.

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Attempt Distribution per Lead Status

The metrics are listed below:

Name

Description

Attempted Number

The number of times a lead has been called overall for its lifetime.

Lead Count

Count of entries / leads (as per the aggregation applied).

The metrics are listed below:

Name

Description

Attempt Number

The number of times a lead has been called overall for its lifetime.

Lead Count

Count of entries/ leads (as per the aggregation applied).

New Tab Content

The metrics are listed below:

Name

Description

Attempt Number

The number of times a lead has been called overall for its lifetime.

Lead Count

Count of entries/ leads (as per the aggregation applied).

Last Telephony Outcome Per Lead Status

Metric/Dimension

Definition

Last Telephony Outcome

The outcome of the most recent call attempt made to a lead within a voice campaign.

Call Abandoned

Calls where the interaction was disconnected or abandoned before a meaningful conversation could take place.

Customer Network Out Of Order

Calls that could not be completed due to network connectivity issues or an unavailable customer network.

Customer's No Answer

Calls in which the customer did not answer the phone despite a successful dialing attempt.

Customer Temporarily Unavailable

Calls where the customer was reached but indicated they were unavailable at the time of contact.

Call Skip

Calls that were skipped and not attempted due to campaign rules, agent actions, or system conditions.

Call

Calls abandoned while the customer was interacting with or being routed through the IVR system.

N/A

Indicates that no telephony outcome has been recorded for the lead yet.

Closed

Leads that have completed their campaign journey and have no remaining call attempts scheduled.

Open

Leads that are yet to be contacted or have future call attempts pending.

Retry Scheduled

Leads for which one or more retry or rechurn call attempts have been scheduled.

Last Disposition Outcomes v/s status

Metric/Dimension

Definition

Last Call Disposition Plan

The disposition plan applied during the most recent completed call. A disposition plan defines the set of outcomes available to agents for categorizing call results.

Last

The primary disposition selected by the agent during after-call work (ACW) for the most recent call attempt, indicating the overall outcome of the interaction.

Last Call Sub Dis

A more granular classification selected under the primary disposition to provide additional context about the outcome of the last call.

Closed

Count of leads whose current campaign status is Closed, indicating that no further call attempts are scheduled for the lead.

Open

Count of leads whose current campaign status is Open, indicating that the lead is awaiting an initial call attempt or has pending scheduled attempts.

Retry Scheduled

Count of leads whose current campaign status is Retry Scheduled, indicating that one or more future retry attempts have been planned.

On Hold

Count of leads that have been attempted but are temporarily awaiting further processing before being moved to Closed or Retry Scheduled status.

Detailed Lead Report

The metrics are listed below:

Metrics

Definition

Lead ID

Unique ID of the lead.

Lead Created Time

Time and date when the lead was created.

First Attempted Timestamp (Campaign)

First attempt within campaign

First Connect Time

Timestamp of the first connection between agent and customer.

Attempt number of First Connect

The attempt number at which the lead was first connected.

Last Call Time (Campaign)

The attempt number at which the lead was first connected.

Last Call Time (Campaign)

Last call under campaign

Speed To First Touch

This is a field which will tell how much time system took to dial the lead for the first time.

Attempted Count Campaign

Lead attempted within campaign

Attempt Count (Campaign)

Lead attempted within campaign.

Attempt Number (Campaign)

The number of times the lead has been called from a campaign.

Last Telephony Outcome

Conversation completition status of the last call associated.

Last Case Number

Last case number associated to the lead.

Last Conversational ID (Campaign)

Last interaction within campaign.

Voice Campaign

Indicates the ID of Voice Campaign.

Voice Segment

Name for particular voice segment.

Last Participated Agent

Last Call Campaign Status

Last call status (status of the last call attempted through the campaign)

Last Call Disposition (Campaign)

Last disposition under campaign.

Last Call Sub-Disposition (Campaign)

Sub disposition under campaign.

Total Talk Time

Total talk time of the agent on the call.

Total Handle Time

Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time, etc. based on metrics selected in the "Standard Metrics Screen".

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