Overview

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.

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Contents

• Running the Leads Summary Report
• Reading the Leads Summary Report
• Exceptions to the Report

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Running the Leads Summary Report

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Show Campaigns page will open.

3.) Open your Campaign's settings by clicking the Name or selecting Settings from the Action gear-wheel drop-down.

The Campaign Settings page will open on the General tab.

4.) Click the Leads tab.

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

You will see the Leads Summary section.

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

Text will appear: We will notify you when the Lead Summary is ready!

You can stay on this page or do other things while you wait for your Report to complete.

6.) A notification window will appear when your Report is ready. Click View Leads Summary Report to see the results.

The completed Leads Summary Report will open.

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Reading the Leads Summary Report

In the Leads Summary, you will see reasons why Leads were not dialable and totals for each reason. You will also see the total number of Leads in the Campaign and the total number dialable if Agents are logged into the Campaign.

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.

 

Rows in the Leads Summary Report:

• Total Leads assigned to this Campaign.
• Total Leads that won't be called because the List is Inactive.
  • The Leads are in Inactive Lists.
• Total Leads in Active Lists that won't be called because of their Status.
  • The Leads' Statuses are Not Dialable.
  • Check the Dispositions tab. See Setting up Campaign Workflow-Based Dialing.

• Total Leads in Active Lists that won't be called because of their Final Status.

  • The Leads' Final Statuses are Not Dialable.
• Total Leads in Active Lists that won't be called because they are outside of the Local Time rule.
  • The 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.
  • The Leads are not in the Selected GMT. See GMT Lead Filter Override in the Leads tab.
• 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.
  • The phone numbers of these Leads have matches in the DNC List.
• Total Leads that won't be called because of the Attempt Second Delay.
  • These Leads won't be added to the Hopper until it reaches the Attempt Second Delay.
  • See the Dispositions tab to check your Attempt Second Delay.
  • 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.
    

    This Total is only calculated if Agent(s) are logged in to this Campaign.

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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
    The Quota is reached and thus not dialed.
• If a Campaign 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.