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Advanced Analytics Portal

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Julianne Skinner
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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.

This article covers the general functionality and tools of the portal that exist on all Advanced Analytics Reports. 

More Advanced Analytics Reports:

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.

More Advanced Analytics Reports

See: Advanced Analytics Reports for more on these.

Agent 3 Way tracks call activity involving 3-way conversations, including overall talk time, agent-only talk time, and call length breakdowns. It is useful for understanding how often agents involve third parties such as supervisors or closers and how long those calls last.

Agent Productivity measures how agents spend their logged-in time across Ready, Not Ready, Login, All Time, and Billable Hours. It also includes labor cost visibility, helping managers understand staffing efficiency and workforce utilization.

Agent Success Report provides a broader operational view of agent performance, showing calls, contacts, successes, talk time, wait time, pause time, wrap-up time, and occupancy-related rates. It is useful for evaluating workload balance and agent efficiency.

Agent Revenue Report ties agent activity to revenue generation by showing calls, contacts, inbound/outbound/manual call mix, returns, revenue, and talk time. It helps identify top revenue-producing agents and compare productivity to financial outcomes.

List Conversion Report is designed to evaluate profitability and performance at the list level. It helps teams understand which lead lists are converting most effectively and which are producing better returns.

Called Count Ratio – Daily Call Cadence shows how often leads are being called within a selected period. It helps teams monitor dialing frequency, identify over-contacted leads, and stay aligned with cadence or compliance rules.

Contact Rate Overview measures how well call attempts translate into actual conversations. It highlights contacts, contact rate, first-pass contacts, and success rate by called count, helping teams understand where additional attempts help and where diminishing returns begin.

Contact Rate by Area Code breaks dialing performance down geographically by phone area code, showing attempts, answers, contacts, successes, AMD, and operator intercepts. This helps identify regional performance patterns and possible telecom issues.

Contact Rate by Carrier Type compares performance across mobile, VoIP, and landline numbers. It helps teams understand which carrier types produce better answer rates, contact rates, and successes.

Contact Rate by US States extends the geographic view to the state level, helping organizations evaluate where lead engagement is strongest and where dialing results may be weaker by region.

DQ (Disqualified Report) focuses on disqualified leads and why they are being removed from active campaigns. It helps teams track DQ trends over time, identify the most common disqualification reasons, and pinpoint lead sources or lists that generate poor-quality leads.

Minutes Usage Report tracks call minutes and telephony costs across campaigns and call types, including outbound, inbound, manual, and 3-way calls. This report is especially useful for monitoring communication expenses and understanding which campaigns drive the most usage and cost.

Queue Handle Report measures how calls are handled inside queues, including wait time, abandon rate, after-hours calls, and responsiveness. It helps managers assess service efficiency and caller experience.

Queue Report provides a broader queue-level performance view, including call volume trends, contacts, drops, abandonment, revenue, and returns. It helps teams evaluate overall queue health, staffing needs, and routing effectiveness.

 

 

 

 

 

 

 

 

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