When you need to check the performance of your robot dialers, in your Admin account:
- Go to the Overview page.
- Go to the Call robots subpage.
- If you only want to see information relating to one project, click the Campaign drop-down list and select the relevant option.
The page gives you three tables of information. The first covers the robots themselves, the second and third gives details about campaign and agent performance respectively.
The information in the table resets every day. You can deliberately reset the tables by clicking the Reset statistics link. If you do, the values in the table will reset to zero and be tracked from that point onwards instead.
The first table has columns for the following information:
- Name: Name selected for the call robot.
- Status: Current status of the dialer, this will also determine the colour of the highlight for the row. If there is more information about a status, a notification icon will be displayed. Hover over this icon to see the details.
Potential statuses are:
- Calling. Dialer is working normally and calling customers. Has a green background.
- Waiting. Dialer is active, but not currently making calls. Has a gold background.
- Idle. Has a yellow background.
- Sleeping. Has a blue background.
- Limited. The robot has switched to limited mode. Has a red background.
- Shutdown: Dialer is not active. Has a grey background.
- Campaign: The campaign currently associated with the robot, if any. The robot needs to have an associated campaign to run, it cannot be associated with more than one campaign.
- Calling: The number of active lines currently calling to customers
- Calls: The number of calls made since the last reset.
- Numbers remaining: The number of phone numbers available to the associated campaign. This is distinct from the number of contacts, because contacts might have multiple phone numbers.
- Transferred calls: The number of calls which have been successfully transferred from the robot to agents.
- Drop calls: The number of unsuccessful call transfers to agents. Transfers are unsuccessful when no agent was available and the call was disconnected. This number can be high if the call robot is oversized for the number of available agents.
- Failed transfers: The number of call transfers that have failed. Failed transfers can happen when the agent did not confirm the transfer within 15 seconds. If a call is transferred to the wrong agent due to VoIP misconfiguration, the call is still considered failed.
- Not answered calls: The number of calls made that were not answered, either because the ring timeout was reached, the call failed completely, or the contact rejected the call. The ring timeout is configurable but is typically in the range of 25-35 seconds.
- Voicemail calls: The number of calls have been answered too quickly and have been considered as voicemail. These calls are not transferred to agents, improving their efficiency.
- Mode: Shows if the robot is in predictive or powerdialer mode.
- In powerdialer mode, you can configure Call intensity and the number of allowed Simultaneous calls.
- In predictive mode, you can configure the Drop rate.
- If a robot is not currently running, click the icon to start it.
- If you want to stop a robot, click the icon.
- To edit the settings for a robot, click the icon. Note that you cannot edit a call robot that is currently active.
The Campaign table shows each campaign associated with a robot, and shows the total Number of agents, the number of Agents in call and the number of Agents waiting for calls.
The Agent table shows all agents logged in and associated with a campaign that has an associated robot. It shows the Campaign, the Agent status and the Time that the agent has been in the current status.