In This Article:

The Leads Summary Report is a way to see whether Leads are being dialed and why they are not being dialed. This report will show you the number of Leads not being dialed and for what Reasons, as well as how many Leads you can dial.

This article will show you how to find and run the Leads Summary Report, as well as how to read it, and the exceptions to the report. 

To Find and Run the Leads Summary Report:

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Campaign Settings page will open.

3.) Click the Leads tab.

4.) On the Leads tab, scroll down to the bottom of the page.

Scroll down till you see the Leads Summary section.

5.) Click the green Run Leads Summary Report button.

Reading the Leads Summary Report

In the Leads Summary, you will see reasons why Leads were not dialable and how many for each reason, as well as the number of Leads in that Campaign, and how many can be dialed.

Note: If you want to make Leads/Lists dialable, you will need to check your Lists to see if they are Inactive, in a certain timezone, or if the Status is not dialable in that Campaign.

The Reasons that Leads are not dialed are as follows:

• Total Leads assigned to this Campaign.
• Total Leads that won't be called because the List is Inactive.
  • Leads are in Inactive Lists.
• Total Leads in Active Lists that won't be called because of their Status.
  • Leads Statuses are Not Dialable.
  • Check the Dispositions tab. See How to Setup Campaign Workflow Based Dialing
• Total Leads in Active Lists that won't be called because they are outside of the Local Time rule.
  • Lead's Local Time is not within the Call Times.
• Total Leads in Active Lists that won't be called because they are outside of the State-based Call Time rule.
• Total Leads in Active Lists that won't be called due to the Campaign's GMT Lead filter.
  • Leads are not in the Selected GMT. See GMT Lead Filter Override.
• Total Leads that won't be called because of Campaign's Drop Lockout Time settings.
• Total Leads that won't be called because they are part of the DNC Database.
  • Phone numbers of the leads have matches in the DNC List.
• Total Leads that won't be called because of the Attempt Second Delay.
  • Leads won't be added to the Hopper until it reaches the Attempt Second Delay.
  • Check the Dispositions tab.
  • Also, check if the Status belongs to a Workflow Automation that reinserts the Leads into the Hopper after a certain period of time.
• Total Leads that can be called once you have reset all of your Lists.
  • The list reached the Maximum Attempt and needs to be reset.
• Total Leads weren't called due to reached quota.  
• Total Leads that can be called now!
  • The number of Leads that are available to be dialed.
    Note: This is only calculated if Agent(s) are logged in to this Campaign.

Exceptions to the Report

• The Lead Summary Report does not take into consideration Skill Routing, List Mix, or Quotas. And so, the Lead Summary Report will show Dialable Leads, but those Leads are not dialed for the following reasons:
  • Skill Routing
    No Agents available with the appropriate skill, (e.g., assigned to one of the Lists.)
  • List Mix
    The percentage is already reached for one or more of the Leads in the List Mix.
  • Quotas
    Quota is reached and thus not dialed.

If an Account is using any of these, a red text notification will be displayed at the end of the report, stating which function is not being considered.

• For Ringless Voicemail Campaigns, an additional Reason will be included:
  • Total Leads that won't be called because their numbers are not wireless.Ringless Voicemails are ONLY for wireless numbers. Numbers that are not wireless will not be dialed in Ringless Voicemails Campaigns.