Campaign Reports
The last tab in the reporting section is Campaign, specifically for smrtDialer activities analysis. Access this reporting tab by heading to smrtPhone Dashboard > Reports > Campaign.
This section gives you a deeper insight into how your phone system is being used. It will show you 2 categories of metrics:
Timeline
For a specific period, the selected campaign(s) will display (split by day) the data based on the 5 metrics you can select:
smrtDialer Calls - Total calls made by your agents in that period in those campaigns
smrtDialer Talk Time - Active talk time in the selected campaigns
smrtDialer Answer Rate - How many calls were answered (%)
smrtDialer Average Call - An average made between all the campaign's calls
smrtDialer Answered Calls - How many calls were answered
smrtDialer Session Count - How many sessions were run for the campaign
Campaign Report
This data helps in Agent monitoring since it will show the agents' progress for the same period and the same campaign you set, focusing on their performance. Here, you can also select up to 5 metrics from the ones available:
Basic Metrics:
smrtDialer Calls
smrtDialer Talk Time
smrtDialer Answer Rate
smrtDialer Average Call
smrtDialer Answered Calls
smrtDialer Session Count
Call Statuses
DNC
Voicemail
Not interested
Wrong Number
Or the other statuses you might have customized (if the case)
The metrics for the Campaign reporting differ from the ones in the Team or Number reporting tabs.
You can also toggle between views grouped by users or campaigns.
Campaign overall
At the bottom of this reporting dashboard, depending on the campaigns selected and the timeframe set, the system pulls out 2 types of data:
Outbound Calls Answered - This is a heat map of the busiest times when your smrtDialer Campaign performed better in a specific timeframe set
Agent Calls - Shows the most productive agents from the selected campaigns on a specific timeframe
The number before the agent's name represents the number of campaigns the agent was involved in
The number after the bar represents the total calls the agent made in those campaigns.
Don't forget to adjust the timeframe to get the exact view of your call history that you want. Also, select the smrtDialer Campaign that you want data from. If you don't select any, the system will display all the campaigns available on your account.
These reports are different from the Dialer ones. If you want only smrrDialer reports details, please see this article here: Dialer Reports ⇢
