Welcome to the Convoso Help Center

Browse our Knowledge Base of step-by-step tutorials and FAQs

Create a help ticket with our award winning Support Team Submit

Articles in this section

Advanced Analytics Portal

Avatar
Julianne Skinner
  • Updated
Follow

 This Feature is in Beta

Overview

Convoso’s Advanced Analytics module provides visibility into agent activity, lead engagement, and campaign performance across your contact center.

If enabled on your account, this portal helps you monitor daily metrics such as new Leads, Call counts, Contact Rates, and Success outcomes to measure Agent and Campaign effectiveness.

Contents

 

Advanced Analytics Dashboard

From the Admin Dashboard:

  • Click the Advanced Analytics menu option

  • Click the Success Pipeline option.

The Success Pipeline Dashboard will open.

This Success Pipeline Dashboard offers a high-level view of Lead activity, contact performance, and sales results. Drill down by Campaign, Status and/or Called Count to see detailed performance data and uncover deeper insights.

  • By default, the dashboard loads data for Today, you can change this time range in the Date Filter, see the Filters section for more.

Back to top

Filters

Located at the top of the dashboard, these filters allow you to refine the data being displayed.

The table below lists all the available filters for drilling down your data.

Filter

Description
Date Filter

Sets the reporting timeframe. Default is Today, you can select other time ranges.

  • Sort by Day Week, Month, etc, or select Previous or Next to select a number of days before or after the current day.

  • Current Date options, when clicked are automatically applied and the dashboard will update instantly.
  • Previous and Next options, click the Update filter button after selecting a number of days. After clicking Update filter, the dashboard will update.
Campaign

Select which Campaigns to draw data from. 
If no Campaign is selected, the dashboard will show no results.

  • Click the Add Filter button after selecting Campaigns.
Status

Select as many Statuses as necessary, such as New, Contacted, or Success.

  • Click the Add Filter button after selecting Statuses.
Called Count

Groups data by the number of call attempts made.

  • Click Select all, or select individual number(s) for the Called Count.
  • Click the Add Filter button when finished selecting numbers.
Call Type

Allows you to select specific Call Types. 

  • Click Select all, or click the checkboxes for one or more Call Types such as 3Way, Inbound or Outbound.

Once the selection has been changed, the Set to default button will become an Update filter button.

  • Click the Update filter button to save the Call Type selection.

Source

This filter contains a list of all sources being used.

  • This Filter only appears on the Contact Rate Overview and Success Overview dashboards.

  • See the Dashboard section for more.

Use this filter on either dashboard to view data from only certain Sources.

Agent Name

This filter contains a list of all Agent names and is used to view data related to specific Agents.

This Filter only appears on the Agent Success dashboard.
When populated with data the Analytics Dashboard will look similar to this:

Download Data

You can download a set of data from any widget in any of the dashboards as well the dashboards themselves.

From a widget:

  • Click the three dots, the Download Results option will pop-up.

  • Click on Download Results and the download data window will open.

  • Select in what form you want to download the data in, CSV, PNG, etc.

  • Check or uncheck the checkbox to Keep the data formatted,

Download an entire dashboard:

  • Clicking the small download icon in the top right of all dashboards will automatically download a PDF image of the dashboard you are currently on, with no choice to select a type of file.

Dashboard Refresh

The Dashboard will refresh every 10 minutes, the user will have the option to manually refresh or wait until it auto-refreshes.

  • Click Refresh now to refresh before the timer is up, otherwise it will refresh on it’s own.

Success Pipeline Dashboard

The Success Pipeline Dashboard provides a comprehensive overview of your Agents’ and Campaigns’ daily success metrics. Use the filters to analyze activity by date, Campaign, or Call Type to identify performance trends and optimize your calling strategy.

The dashboard is divided into several metric widgets, graphs, and tables.

Success Pipeline metrics are listed below and which Dashboard each metric will open in a separate tab.

Metric

 

Description

 

Dashboard the Widget Opens

# of Agents

Displays the total number of active agents during the selected period.

Agent Success Dashboard

New Leads

Shows how many new leads were added to the campaign(s).

New Leads Overview

Calls

The total number of outbound or inbound calls placed.

Contact Rate Overview

Contacts

The number of calls that resulted in a successful connection with a lead.

Contact Rate Overview

Contact Rate

Percentage of total calls that resulted in contact.

Contact Rate Overview

Success Rate

Percentage of contacts that resulted in a successful outcome (e.g., sale, appointment, or conversion).

Success Pipeline

Successes

The total number of successful call outcomes logged.

Success Pipeline

Calls by Called Count

The number of Leads for each call attempt range to identify how often Leads are contacted and where to concentrate outreach efforts.

Success Pipeline

  • Y-axis - Calls

  • X-axis - Called Count

Statuses

Displays a list of call outcomes based on system-detected or Agent-selected call dispositions statuses.

Success Pipeline

  • Y-axis - Status Name

  • X-axis - Sum of Calls
Hover over the data value and click to open a dashboard with more data widgets related to that widget’s data.

  • Some widgets open the same dashboard.

  • Some data appears on multiple dashboards.

Agent Success

A comprehensive view of Agent activity, talk time, successes, and other call metric totals and percentages.

  • Click on the data in the # of Agents widget.

The Agent Success dashboard will open in a new tab.

Below are the metrics that appear in this tab and what type of widget it is, as well as the description for the metric:

Metric

 

Description

 

Type of Widget

 

# of Agents

The total number of Agents logged in and actively making calls during a specified time period.

Metric Widget

Pause Rate

The percentage of time Agents are pausing calls.

Metric Widget

Wait Rate

The percentage of time Agents spent waiting for calls.

Metric Widget

Talk Rate

 

The percentage of time Agents spent talking.

 

Metric Widget

Wrap Up Rate

The percentage of time Agents spent in Wrap-Up time (wrapping up a call.)

Metric Widget

Agent Success Summary

This summary lists Agents with data points for each including calls, successes, percentages and total times for for statuses like Pause, Wait, and Wrap-Up, so you can easily see how each Agent is performing.

Table with heat map

Occupancy
(Last 7 Days, Including Today)

Wait Time + Talk Time = Occupancy.

This measures Agent's total workable status time. If the difference between Total Time and Occupancy is low then Agents are spending most of their day in a workable Status.

Graph

Agent Success Summary Table

  • Calls: The total number of outbound calls.

  • Contacts

  • Successes

  • Success Rate

  • Talk Time

  • Talk Rate

  • Wait Time

  • Wait Rate

  • Pause Time

  • Pause Rate

  • Wrap Up Time

  • Wrap Up Rate

  • Handle Time

  • Total Time

New Leads Overview

This dashboard is a breakdown of where Leads are coming from, how many are coming from each Source, and the contact rate, success rates, and other call metrics for new Leads and their Sources.

  • Click on the data value in the New Leads widget.

The New Leads widget opens the New Leads Overview dashboard.

Below are the metrics that appear in this tab and what type of widget it is as well as the description for the metric:

Metric

 

Description

 

Type of Widget

 

New Leads

The number of new, non-recycled Leads added to the Queue during a specified time period.

Metric Widget

Success Rate

The percentage of contacts that result in a success status. 
Formula: (Success Status ÷ Contacts) x 100

Metric Widget

Top Source by New Leads

This bar chart shows Lead Sources and the number of New Leads acquired from each Source over a specified time period, starting with the top, or highest, performing Source on the left and moving to the lowest, or poorest, performing Source on the right.

Graph

New Leads Summary

This Lead Source list displays data based on New Leads for each Source including, first attempt, contact, and success rates and totals. From this summary you can see the quality of New Leads and how successful each Source is.

Table/List with heat map

New Leads by Source

This Lead Source list displays the number of New Leads acquired from each Source over a specified time period.

Table/List

New Leads Summary Table

  • Calls: The total number of outbound calls.

  • Contacts

  • Contact Rate

  • Success 1st Pass

  • Success Rate 1st Pass

  • Successes

  • Success Rate

Contact Rate Overview

Detailed summary of Contact Rates by various metrics including rate of contact on first attempt, overall Contact Rate, Success Rate, Answer Rate, and Called Count.

Calls, Contacts and Contact Rate widgets open the Contact Rate Overview.

Below are the metrics that appear in this tab and what type of widget it is as well as the description for the metric:

Metric

 

Description

 

Type of Widget

 

Contacts

Number of calls picked up by Lead or answered by Agent.

Metric Widget

Contact Rate

The percentage of outbound calls that resulted in a live conversation with a Lead. Formula: (Contacts ÷ Dialed Leads) x 100

Metric Widget

First Pass Contacts

The total outbound calls that result in a live conversation for unique Leads on the first attempt.

Metric Widget

First Pass Contact Rate

The percentage of outbound calls that result in a live conversation for unique Leads on the first attempt. 
Formula: (Contacts ÷ First Attempt Dialed Leads) x 100

Metric Widget

Contacts by Called Count

Displays the Contact Rate percentage for each Called Count range in order to determine how successful call attempts are based on number of call attempts.

Graph

Contact Rate Summary

This list displays the Called Count ranges and subsequent data for each Called Count range including total Answers, the Contact Rate for each Called Count, and Success data.

Table/List with heat map

Contact Rate Summary Table

  • Called Count: The number of call attempts made to a Lead.

  • Calls: The total number of outbound calls.

  • Answers: The total number of outbound calls that successfully reached a carrier connection.

  • Answer Rate: The percentage of outbound calls that successfully reach a carrier connection. Formula: (Total Successful Carrier Connectivity ÷ Total Calls) × 100

  • Contacts: Number of calls picked up by Lead or answered by Agent.

  • Contact Rate: The percentage of outbound calls that resulted in a live conversation with a Lead. Formula: (Contacts ÷ Dialed Leads) × 100

  • Success: The total number of Success Statuses recorded during a specified time period.

  • Success Rate: The percentage of contacts that result in a success status. 
    Formula: (Success Status ÷ Contacts) × 100

Success Overview

Comprehensive view of all call successes broken down by Source and Agent, where you can see the highest and lowest performing Sources and number of successful calls across all sources.

The Success Rate and Successes widgets open the Success Overview.

The Success Overview is the largest dashboard, with metric widgets along the top, a bar graph that spans the width of the screen below that, and two table further down the page.

Below are the metrics that appear in this tab and what type of widget it is as well as the description for the metric:

Metric

 

Description

 

Type of Widget

 

Successes

The total number of Success Statuses recorded during a specified time period.

Metric Widget

Success Rate

The percentage of contacts that result in a success status. 
Formula: (Success Status ÷ Contacts) x 100

Metric Widget

Daily Average Success Rate

The average rate of successes on a daily basis.

Metric Widget

Highest Performing Source

The Lead Source with the most successes.

Metric Widget

Lowest Performing Source

The Lead Source with the least successes.

Metric Widget

Top Sources by Success

A bar chart where each bar represents a Source showing the total successes for each Source with highest on the left and lowest on the right.

Graph

  • Y Axis - Success

  • X-Axis - Source Name

 

Successes by Source

Lists each source alongside total calls and successes, and the percentage of total calls that were a success.

Table/List with heat map.

Metrics columns:

  • Calls

  • Successes

  • Success Rate

Successes by Agent

List of Agents alongside total calls and successes for each Agent, and the percentage of total calls that were a success.

Table/List with heat map.

Metrics columns:

  • Calls

  • Successes

  • Success Rate
Successes by Source and by Agent Tables:

Back to top

 

 

 

How did you like this article? 

Please sign in and vote!

👇

 

 

 

 

Related articles