You can filter by projects and call direction.

In the Projects Section

• You can see the current status of all active projects.
• Fine-tune certain settings related to the call mechanism.
• Access reports broken down by week, day, and hour.

The list of projects can be narrowed down using the filter defined in point 1.

Columns and their meaning for projects:

Agent (A/B/R/O)

• Available: Number of agents assigned to the given project.
• Busy: Number of busy agents.
• Ready: Agents in a state of waiting for a customer, ready to take calls.
• Other: Agents engaged in other activities.

Active calls: The number of ongoing calls within the project.

Total calls: The total number of initiated calls.

Success / Reached: This value shows how many of the reached calls (those connected to agents) ended successfully (with a success category termination).

All callable: The records/phone numbers currently available for dialing within the project.

All unterminated: All records that have not yet received a termination status.

Missed calls: Calls that did not reach their destination due to reasons such as the subscriber being unreachable, busy, etc. In inbound projects, calls that did not connect to an agent are also considered lost calls.

Prio: The priority value of the projects determines which project should be prioritized for the agent. A higher value is considered more important. The higher the priority of a project, the more likely it is that calls will be initiated from its associated campaign. Conversely, the dialer will only make calls from higher-priority projects as long as there are callable numbers in that project’s database. For example, if there are two projects and an agent joins both, assuming one has a higher priority, calls will only be made from the higher-priority project until there are callable records available.

Ratio: A project’s ratio determines how many calls can be initiated for a single free agent at maximum. This controls how “aggressive” the dialer should be within a project. In campaigns where customer reach is low and agents are waiting too long, increasing the ratio is recommended to encourage the dialer to make more calls. However, it’s essential to note that increasing this value can significantly raise the number of dropped customers.When an agent can join multiple call queues, the calculation becomes more complex. The ratio does not just indicate how many calls the system initiates for a single agent, as their attention is already divided. For example, with a ratio of two, it is not advisable to start two calls per agent per call queue because that would result in starting four calls for the desired two. The dialer considers how many projects an agent is enrolled in and adjusts call initiation accordingly to avoid overloading agents, so it is not recommended to initiate too many calls for them.The ratio does not affect the operation of inbound projects.

The maximum manual ratio that can be set is 6.

Auto: The AUTO function can be enabled per project. Its purpose is to check agent and customer wait times at specific intervals (30 seconds) and adjust the RATIO value up or down based on conditions.

Clicking on a specific project provides access to automatically generated statistics by the system based on existing data. Hovering over the ? icon shows an explanation of each statistic.

The project performance charts help monitor and analyze the performance and effectiveness of a specific project.

What do the charts show?

• Agent performance: Displays the number of logged-in agents and their activities throughout the project.
• Dialed records: Shows the number of records dialed within a given period and the distribution of activity over time in a line chart format. This helps identify when call initiation was most intensive.
• Contact rate: Represents the ratio of successfully reached customers compared to the total number of calls. The chart shows the trend of the contact rate over time, which is crucial for analyzing the project’s effectiveness.
• Success rate: Indicates how many of the total initiated calls were successful. This metric helps evaluate the performance of the agents.
• Hit rate: The ratio of records closed with a successful termination compared to all closed records.
• Efficiency: The number of successful calls made during a given period. This metric helps identify the best time periods, agents, and strategies.
• Average talk time: The average talk time of agents, which helps analyze the quality of customer interactions.

Why use performance charts?

Using detailed performance charts helps in real-time monitoring and analysis of a project’s performance. The charts make it easy to identify successful time periods, effective agents, and optimize projects accordingly. Visual data analysis enables quick decision-making and immediate adjustments to project strategies, thereby increasing overall efficiency and effectiveness.