Overview

This reporting set gives managers and operations teams a broad view of Agent Performance, dialing effectiveness, Lead Quality, telephony usage, and Queue operations. 

These reports help answer core questions: how agents are performing, how effectively teams are reaching Leads, where revenue and cost are coming from, whether Lead quality is strong, and how inbound Queues are functioning.

• See the Advanced Analytics Portal article to read about the basic tools, functionality, and filters that are available on every report. 
• See the Success Pipeline Dashboard article to learn more about the pages in that report.

Contents:

• Agent 3 Way
• Agent Productivity
• Agent Revenue Report
• Agent Success Report
• Called Count Ratio - Daily Call Cadence
• Contact Rate Overview
• Contact Rate by Area Code
• Contact Rate by Carrier Type
• Contact Rate By US States
• DQ (Disqualified Report)
• List Conversion Report
• Minutes Usage Report
• Queue Handle Report
• Queue Report

Agent 3 Way Report

The Agent 3 Way Report shows agent activity related to three-way calls over a selected time period. It includes the number of calls handled, total talk time, time spent in three-way conversations, and a breakdown of call durations. 

This report helps monitor how often Agents involve additional participants in calls and provides visibility into overall call handling and collaboration.

• This report contains the same data as the Common Report: Agent 3 Way Calls Report

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Agent Productivity

The Agent Productivity Report provides an overview of agent performance, activity time, and operational costs within the selected date range. You can track Agent's Billable Hours and see Agent's time spent in Ready and Not Ready Statuses. 

• This report contains the same data as the Common Report: Agent Productivity Report.

Agent Productivity Chart by Hours

The chart visualizes Agent productivity trends over time by showing how Agent hours are distributed across different activity Statuses.

Agent Productivity by User

This table provides a breakdown of productivity metrics for each Agent during the selected date range. It helps in analyzing individual Agent productivity, availability, and performance across Campaigns.

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Agent Revenue Report

This table tracks revenue-related performance by Agent for the selected time period. It helps measure how Agent call activity translates into revenue.

• This report contains the same data as the Common Report: Agent Revenue Report

The Agent Revenue Report helps:

• Track revenue performance by Agent.

• Analyze call activity versus revenue generation.

• Identify top-performing Agents.

• Monitor inbound vs outbound sales effectiveness.

• Evaluate Contact Rates and productivity.

• Measure talk time relative to revenue outcomes.

Agent Revenue Report Table

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Agent Success Report

A comprehensive view of Agent activity, talk time, successes, and other call metric totals and percentages. Drill down by Campaign, Agent, and/or Status.

The Occupancy Chart and Agent Success Summary table on this report also appear on the Agent Success page of the Success Pipeline Report.

• This report contains the same data as the Common Report: Agent Success Report

Metric Widgets

Occupancy Chart

The Occupancy chart shows how much of an Agent's logged-in time is spent actively handling calls or related tasks over the selected time period.

This chart helps measure Agent utilization and workload, showing whether Agents are spending most of their time actively working or waiting for calls.

Agent Success Summary Table

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Called Count Ratio - Daily Call Cadence

The Daily Call Cadence Audit Report provides visibility into how frequently Leads are being called within a selected time period. It helps managers evaluate dialing strategies, identify over-contacted Leads, and ensure compliance with call cadence policies.

The Daily Call Cadence Audit Report helps:

• Monitor how frequently Leads are contacted.

• Ensure dialing compliance with contact rules.

• Identify Leads receiving excessive call attempts.

• Optimize call strategy and Lead management.

This table shows the distribution of Leads based on how many times they were called during the selected time period.

Heat Map

As the call cadence number increases, the color gradually transitions from green → yellow → orange → red, making higher call frequency easier to spot.

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Contact Rate Overview

By analyzing contact rates across different call attempt ranges, managers can determine whether additional call attempts increase the likelihood of reaching Leads or whether diminishing returns occur after a certain number of attempts.

• This report contains the same data as the Common Report: Contact Rate Report

The Contact Rate Overview report helps:

• Measure dialing effectiveness.

• Track Contact Rates by call attempt frequency.

• Evaluate first-pass contact performance.

• Identify optimal call attempt ranges.

• Improve Lead engagement strategies.

Contact Rate by Called Count

This chart shows how the contact rate changes based on the number of call attempts made to a Lead. It groups Leads by the number of times they were called and displays the percentage of calls that successfully resulted in contact.

The chart helps evaluate dialing efficiency and determine how many call attempts are typically needed to reach a Lead, supporting better dialing strategies and List management.

Contact Rate Summary Table

• This table also appears in the Success Pipeline → Contact Rate Overview page, see: Success Pipeline Dashboard

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Contact Rate by Area Code

The Contact Rate by Area Code report shows how dialing performance varies across different geographic regions. By comparing metrics such as contact rate, success rate, and operator intercept rate by area code, it helps identify where calls are most effective and where dialing strategies or Lead targeting may need adjustment.

• This report contains much of the same data as the Common Report:Contact Rate Report

The Contact Rate by Area Code report helps:

• Identify geographic dialing performance trends.

• Detect carrier or telecom routing issues.

• Optimize Campaign targeting by region.

• Improve Contact and Success Rates.

• Monitor Answering Machine Detection (AMD) performance.

Customer's Contact Rate by Area Code

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Contact Rate by Carrier Type

The Contact Rate by Carrier Type report analyzes dialing performance across different telecommunication carrier categories (Mobile, VoIP, and Landline). It provides insight into how call outcomes, contact rates, and success rates vary depending on the type of phone carrier associated with the dialed numbers.

This report helps identify which carrier types produce higher engagement and conversion performance.

The Contact Rate by Carrier Type report helps:

• Evaluate dialing effectiveness by carrier category.

• Identify performance differences between mobile, VoIP, and landline numbers.

• Optimize campaign targeting based on carrier behavior.

• Detect carrier-related call connectivity issues.

• Improve Contact and Conversion Rates.

Overall KPIs

These widgets display high-level dialing performance metrics across all carrier types.

Carrier Type Breakdown Metrics

The dashboard then breaks down dialing performance across the three primary carrier categories.

VoIP Carrier Metrics

Landline Carrier Metrics

Customer's Contact Rate by Carrier Type

This table displays detailed call outcome metrics grouped by Carrier Type.

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Contact Rate By US States

The Contact Rate by US States report analyzes dialing performance across different U.S. states to show how Contact Rates and call outcomes vary by region. It helps identify geographic patterns in engagement and carrier connectivity, allowing teams to adjust dialing strategies, Lead Sourcing, or Campaign targeting to improve performance.

The Contact Rate by US States report helps:

• Identify geographic dialing performance trends.

• Compare Contact Rates across different states.

• Detect carrier performance issues by region.

• Optimize campaign targeting based on geographic engagement.

• Improve Contact and Success Rates through regional analysis.

Widget KPIs

Customer's Contact Rate by US States

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DQ (Disqualified Report)

The DQ (Disqualified Report) provides insights into Leads that have been disqualified from campaigns based on predefined Statuses or Disposition outcomes. These disqualifications typically occur when a Lead is determined to be ineligible, unreachable, or otherwise unsuitable for further contact.

This report helps teams analyze why Leads are disqualified, where disqualifications originate from, and how these patterns change over time.

The DQ (Disqualified Report) helps:

• Identify why Leads are being disqualified.

• Track disqualification trends over time.

• Monitor lead quality by Source.

• Improve Campaign targeting and Lead acquisition strategies.

• Reduce unqualified Leads entering the dialing pipeline.

By analyzing disqualification reasons and sources, managers can determine whether issues stem from Lead quality, Campaign targeting, or eligibility requirements, enabling them to refine Lead acquisition and dialing strategies.

DQ Total and Reasons by State

DQ Total: The total number of Leads that were marked as Disqualified (DQ) during the selected reporting period.

DQ Reasons by Status: This table lists the most common reasons Leads were disqualified, along with the total number of occurrences for each reason.

• DQ Reason: The Disposition or Status used to disqualify the Lead.
• Count: The number of Leads that were disqualified for that specific reason.

Previous 30 Days: DQ Reasons by Status

This line chart visualizes the trend of disqualification reasons over the previous 30 days.

DQ Source

This table identifies the Sources of Disqualified leads. This section helps determine whether specific data providers or Lead Sources produce higher disqualification rates.

Previous 30 Days: DQ Reasons by Source

This trend chart shows how disqualifications have changed over time across different Lead Sources.

DQ Status by Source

The DQ Status by Source table provides a detailed breakdown of Disqualification (DQ) reasons by Lead List or Source. This section helps identify which Lists or Sources are generating the highest number of Disqualified Leads and the specific reasons for those disqualifications.

By analyzing this table, teams can evaluate Lead quality at the List-level and determine whether certain Lists consistently produce Leads that fail qualification requirements.

The first column contains the Lists names, each column represents a different DQ Status, depending on the DQ Statuses you have configured for your account.

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List Conversion Report

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.

• This report contains the same data as the Common Report: List Conversion Report
  • For more, see: Gauging List Profitability with the List Conversion Report 🎥

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Minutes Usage Report

The Minutes Usage Report provides visibility into telephony minute consumption and related costs across campaigns. It helps teams monitor call activity; including inbound, outbound, manual, and three-way calls and identify which Campaigns generate the highest usage, allowing managers to optimize dialing strategies and control communication costs.

• This report contains the same data as the Common Report: Minutes Usage Report

The Minutes Usage Report helps:

• Monitor telephony usage and associated costs.

• Track minute consumption by Campaign.

• Identify which Campaigns generate the most call volume.

• Analyze cost distribution across Call Types.

• Manage telephony budgets and operational efficiency.

Daily Cost Trend

Minutes Usage – Campaign Table

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Queue Handle Report

The Queue Handle Report provides insights into how calls are handled within call Queues, including wait times, abandonment rates, after-hours calls, and callback activity. This report helps managers evaluate Queue performance, caller wait behavior, and service efficiency.

It is particularly useful for monitoring Queue congestion, agent responsiveness, and call abandonment patterns.

• This report contains some of the same data as the Common Report: Queue Handle Report

The Queue Handle Report helps:

• Monitor call Queue performance.

• Track caller wait times and Abandonment Rates.

• Identify Queues experiencing heavy call traffic.

• Evaluate after-hours call activity.

• Measure Queue responsiveness and service efficiency.

Queue Handle – Name Table

This table displays Queue performance metrics, showing how calls are handled across different Queues.

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Queue Report

The Queue Report provides a comprehensive overview of Queue performance and call handling activity across inbound and callback Queues. It tracks call volume trends, caller engagement, abandonment behavior, and contact performance for each Queue.

This report helps organizations evaluate Queue efficiency, agent responsiveness, and overall Queue performance over time.

• This report contains much of the same data as the Common Report:Queue Report

The Queue Report helps:

• Monitor call volume trends by Queue.

• Track Queue performance and efficiency.

• Identify Queues with high Abandonment or Drop Rates.

• Evaluate Agent responsiveness and call handling.

• Optimize Queue staffing and Routing strategies.

Queue Name – Daily Trend

This chart displays the daily call volume trend by Queue over the selected timeframe.

Queue Name Table

This table provides detailed queue performance metrics for each Queue.

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