Name: Name selected for the call robot. The number is chosen when the robot is created and it can be modified.
Status: Current status of the dialer.
- Shutdown: Dialer is not active
- Starting: Dialer is starting up
- Stopping: Dialer is shutting itself down
- Waiting: Dialer is active, but can't make calls at the moment. Check the error indicator for more information.
- Calling: Dialer is working normally and calling customers.
Campaign: It shows the robot's current campaign previously set. The dialer will not be able to make any calls whether no campaign is selected. Please note the dialer can be linked only to one campaign at the same time.
Calling: This column shows active lines currently calling to customers
Calls: The number of calls made today or since the last reset (kindly note you can reset the statistics whenever you need it). These statistics are increased immediately when the dialer makes a call.
Numbers remaining: The amount of remaining calls the dialer has. It includes the following:
- Not removed from calling list (=not finalized). Not finalized calls will be back to the contact list if there is not a call ending reason selected to avoid that.
- Call attempts remaining, which will depend on the number of rounds available on the contact list(s) chosen for the campaign in consideration.
- Not locked or reserved to other agents/dialers
Transferred calls: This shows how many calls were successfully transferred to agents that have been made today or since the last reset. Statistics are increased when a call is transferred to an agent and agents has confirmed the transfer.
Drop calls: This is the number of unsuccessful calls transferred to agents because no agent was available at that time and the call was disconnected. This number can be high if the call robot is oversized for the number of available agents.
Failed transfers: This column concerns the number of call transfers that have failed today or since the last restart. The statistics increase when the call is transferred to an agent but the agent does not confirm the transfer for 15 seconds. If a call is transferred to the wrong agent due to VoIP misconfiguration (e.g. same VoIP account), the call is still considered failed.
Not answered calls: This can be caused whether the ring timeout of the call is reached, the call fails completely (e.g. VoIP error) or the receiver rejects the call before the ring time expires. The ring time is configurable but is typically in the range of 25-35 seconds.
Voicemail calls: This shows how many calls have been answered too quickly and have been considered as voicemail today or since the last reset. These calls are immediately disconnected, classified as voicemail and are not transferred to the agents to improve the efficiency of the agents' work.
Mode: Depending on whether it is in predictive or powerdialer mode, it will be shown as such in this section.