Preview

With this guide you will learn how to monitor the Preview Outbound Hub Dashboard. You will discover the key metrics, charts, and panels available to monitor and optimize the performance of your outbound campaigns.

Outbound Hub Dashboard

This dashboard gives you a complete view of the status and performance of the Outbound Hub.

What does each panel mean?

Below we detail the dashboard panels so you can understand the available data and use it to make informed decisions that optimize Hub performance.

Heads up!

By default, the statistics shown correspond to the current day. If you need to check information for another period, you can do so using the filters.

Processed Calls Summary

Here you can see a summary of the calls made by the Outbound Hub.

• Processed: total calls made by the Hub so far. This includes all calls made, regardless of whether they were answered by customers. Retries, if configured, are also counted as processed calls.
• Connected: number of calls that were effectively answered by customers.
• Not Connected: number of calls that failed to be answered by customers. This includes rejected, unanswered, and failed calls.
• No User Answer: number of times the Hub called a user to assign them a call and the user did not answer.
• Contactability: percentage of calls that successfully connected out of the total calls made. Reflects the Hub's effectiveness in reaching customers.

Contacts

Here you can see the progress of contact processing from the lists.

• Processed: number of contacts processed so far. This includes both contacts successfully reached and those whose call attempts have been exhausted without success.
• Not Yet Processed: number of contacts still pending in the list, meaning no call attempt has been made yet.

Questions about the contact count?

The number of contacts to process is the sum of contacts from all activated lists.

Processed Calls Breakdown

Here you can see a detailed breakdown of calls made by the Hub, split into Connected and Not Connected.

Connected

Here you can see the breakdown of calls that were answered by customers.

• Connected: total calls answered by customers. Attended is part of this total.
• Attended: connected calls handled by a user, meaning the agent was able to speak with the customer.

Not Connected

Here you can see the breakdown of calls that could not reach customers.

• Not Connected: total calls not answered by customers. The values below are part of this total.
• No Answer: number of calls where the Hub waited for the customer to answer and they did not. The wait time is configured in the ring time option.
• Busy: number of calls where the provider indicated the customer was busy, for example, on another call.
• Blacklist: number of calls where the Hub detected the contact was on the Blacklist and therefore did not place the call.
• Errors: number of calls that could not be completed due to external causes, such as unavailable trunk, incorrect number, or provider rejection.
• Internal Error: number of calls that could not be placed due to an internal platform failure.
• Other: number of calls that resulted in a different type of error not listed above.

User Status

Here you can see the status of users assigned to the Hub, providing a clear view of their availability.

• Total Users: total number of users assigned to the Hub that are logged in.
• Status Breakdown: distribution of logged-in users by their current status.
  • Available: number of users who are available, meaning they are not on a break and do not have an active call.
  • Busy: number of users with an active call.
  • Break: number of users currently on break.
  • Unavailable: number of users assigned to the Hub but not logged in.
  • Wrapup: number of users in Wrapup status, processing information after finishing a call.

Active Calls

Here you can see details of the calls the Hub is handling in real time.

• Calls Chart: shows the evolution of the number of active calls over the last 25 seconds.
• Active: number of calls the Hub is currently processing. Includes calls in progress and calls assigned to users.
• Time Between User Calls: average time in seconds between each call made by the Hub.

List Details

Here you can see details of the lists loaded in the Hub.

• Name: name that identifies the list.
• Status: current status of the list. Each status is explained below.
  Indicates the list is active. Records will be processed as long as the list has priority, the Hub is running, within schedule, and users are available.
  Indicates the list is being activated. If the list has many records, it may take a few seconds to turn green.
  Indicates the list is not active and contacts from this list are not being processed.
• Priority: percentage of priority assigned to the list. You can modify it using the List Priority button.
• Records: number of records in the list still pending processing.
• Contactability: contactability percentage of the list, meaning the percentage of contacts that were successfully connected to a user.
• Actions: available actions for the list.
  • Activate or Deactivate: activates or deactivates the list. If an active list is deactivated, its contacts will stop being processed.
  • Download: downloads the list.
  • Move: moves the list to another Outbound Hub of the same channel.
  • Delete: deletes the list from the Hub.

Watch out!

An active list does not mean it is being processed. For a list to start processing, it must be active and also have a priority assigned.

List Management

Here you can perform different actions related to the lists uploaded to the Hub.

• Upload List: use this button to upload a new list for the Hub to process. If needed, you can check the how to upload a list? guide.
• Recycle List: use this button to recycle a list so the Hub generates a new list with the recycled contacts.

Important about recycling!

You can only recycle lists that have been fully processed, meaning all contacts in the list have already been processed.

• List Priority: use this button to change the priority percentage of the uploaded lists.

They must add up to 100%!

The sum of the priorities of all lists must be exactly 100%. You can use the Normalize, Equalize, or Weight options to distribute priorities more easily.