Overview
The Success Pipeline 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.
Contents
Success Pipeline
This report 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
|
Statuses |
Displays a list of call outcomes based on system-detected or Agent-selected call dispositions statuses. |
Success Pipeline
|
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 |
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
| Column | Description |
|---|---|
| Calls | The total number of outbound calls. |
| Contacts | Number of calls picked up by the Lead or answered by the Agent. |
| Successes | Displays a list of call outcomes based on system-detected or Agent-selected call disposition statuses. |
| Success Rate | The percentage of contacts that result in a success status. Formula: (Success Status ÷ Contacts) × 101 |
| Talk Time | Total time spent talking to Leads over a selected time period. |
| Talk Rate | The percentage of time Agents spent talking. |
| Wait Time | The total time Agents spent waiting for calls. |
| Wait Rate | The percentage of time Agents spent waiting for calls. |
| Pause Time | The total time calls were paused during a specified time period. |
| Pause Rate | The percentage of time Agents are pausing calls. |
| Handle Time | The length of time Agents are taking to handle calls. |
| Total Time | The total duration of calls, including Pause and Wait time. |
| Wrap Up Time | The total time Agents spent in Wrap-Up time. |
| Wrap Up Rate | The percentage of time Agents spent in Wrap-Up time. |
| Handle Time | The duration of time it takes to finish a call. |
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. |
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: Percentage
Success 1st Pass
Success Rate 1st Pass: Percentage
Successes
Success Rate: Percentage
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. |
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. |
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
|
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:
|
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:
|
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