Understand call performance
Use the records behind your calls to assess performance. Campaign progress, call history and configured results answer different questions; compare the same agent and time period.
1. Check campaign progress
Section titled “1. Check campaign progress”Open Outbound, then the campaign. Review its progress and contact outcomes. A completed attempt is not automatically a successful sale or appointment.
2. Inspect the calls
Section titled “2. Inspect the calls”Open History, select the relevant agent or campaign and date range, then open a call. Compare its duration and status with its recording, transcript and summary.
3. Review the results you collect
Section titled “3. Review the results you collect”Open Results for the agent. Use the configured outcome and captured details to see what each conversation achieved. Missing details can mean that the result was not collected; do not count an empty field as a failed customer outcome without checking the call.
4. Export comparable records
Section titled “4. Export comparable records”Use the export available on the relevant history or results page and keep its filters with your report. Do not compare totals from different periods or count the same call twice.