This page explains the main metrics tracked on the dashboard. Each metric includes a clear description and the math used to calculate it.

Core Performance Metrics

Metric Name Description Calculation / Math
Total Calls All outbound call attempts made in the chosen time period. Count of outbound calls
Unique Contacts Number of different customers reached by at least one call. Count of unique customer IDs with a call
Connected Calls where a real human answered and talked (not voicemail or wrong number). Count of successful human connections
Connected Rate How many unique customers were reached with a real conversation. Connected ÷ Unique Contacts × 100
Passed Intro Calls where the agent finished their introduction and the customer stayed on the line. Count of calls with a completed introduction
Passed Intro Rate Percentage of real conversations where the intro was completed. Passed Intro ÷ Connected × 100
Successful Calls where the main goal of the campaign was met (definition depends on campaign). Count of calls meeting main objective
Success Rate How many real conversations met the main goal. Successful ÷ Connected × 100
Escalated Calls where the customer was sent to a human representative for further help. Count of escalated calls
Escalation Rate Percentage of real conversations that were escalated to a human. Escalated ÷ Connected × 100

Call Health Metrics

Metric Name Description Calculation / Math
Avg Response Time Average time (in seconds) it takes the agent to respond after the customer speaks. Mean of all response times (seconds)
DNC (Do Not Call) Percentage of calls where the customer asked not to be contacted again. DNC requests ÷ Total Calls × 100
Positive Sentiment Percent of connected calls rated as “positive” by AI sentiment scoring. Positive Sentiment Calls ÷ Connected × 100
Complete Conversation Percent of connected calls that ended with a natural goodbye or closing phrase. Complete Conversations ÷ Connected × 100

Custom Call Monitors

Metric Name Description Calculation / Math
Custom Call Monitors Tracks special outcomes based on your campaign’s needs (True/False for each custom goal). Defined for each campaign

Question Analysis Metrics

Metric Name Description Calculation / Math
Answered Successfully Percentage of questions from customers that the agent answered correctly. Correct Answers ÷ Total Questions × 100
Answered Unsuccessfully Percentage of questions the agent could not answer based on current knowledge. Unanswered ÷ Total Questions × 100

Notes