Voicebroadcast

This guide will help you understand and make the most of the data on the Outbound Hub Dashboard for Voicebroadcast. We will explore key metrics and interactive graphs so you can master every detail of this essential resource. Let's get started! 🚀

Outbound Hub Dashboard

This dashboard is designed to give you a clear and detailed overview of the Hub's performance. Let’s take a look!

What does each panel mean?

Next, we’ll break down the dashboard panels so you can understand the available data and use it to make informed decisions that optimize the Hub’s performance.

Processed Calls Summary

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

• Processed: This indicates the total number of calls made by the Hub so far. This value includes all calls made, regardless of whether they were answered by the customers or not. Additionally, if retries were configured, these will also be counted as processed calls.
• Contacted: This indicates the number of calls that were successfully answered by the customers. These calls reflect instances where communication was established.
• Not Contacted: This indicates the number of calls that were not answered by the customers. This includes calls that were rejected, unanswered, or failed.
• Contactability: This shows the Hub's effectiveness in terms of contactability, calculated by separating the calls that were successfully connected from those that were not.

Processed Contacts

Here, you can observe a detailed progress report on processing the contacts from the lists.

• Processed: Indicates the number of contacts that have been processed so far. This includes contacts with whom communication was established, as well as those who have had their retry attempts exhausted unsuccessfully.
• Not Processed Yet: Indicates the number of contacts that are still pending in the list, meaning those that have not been attempted for a call yet.

Questions about the contact count?

The number of contacts to process corresponds to the sum of contacts from active lists with assigned priority. Only records from active lists will be processed.

AMD Efficiency

Here, you can view the performance of the AMD (Answering Machine Detection) system, which helps assess and adjust its configuration to optimize results.

• AMD Efficiency: Indicates the percentage of efficiency of the automatic answering machine detection (AMD) system configured on the Hub. This indicator is key to evaluating whether the current AMD configuration is appropriate or if adjustments are needed to improve its performance.

Be careful with the AMD configuration!

The AMD configuration is very important to filter out calls answered by answering machines, preventing them from being assigned to agents. We recommend taking the time to configure it correctly. If you have any doubts, contact our Support team for assistance.

Detailed Processed Calls

Here, you can view a detailed breakdown of calls made by the Hub so far, dividing them into Contacted and Not Contacted customers.

• Processed Calls: Indicates the total number of calls made by the Hub so far. This includes all calls made, whether or not they were answered by customers. Additionally, if retries were configured, these will also be counted as processed calls.

Contacted

Here, you can view the details of the contacts who answered the call, categorized by their result.

• Contacted: Indicates the number of calls that were successfully answered by the customers. These calls reflect the instances where communication was established.
• AMD: Indicates the number of answered calls detected by the AMD system.
• Abandoned: Indicates the number of answered calls that were abandoned by the customers while waiting in queue to speak with an agent.
• Assigned: Indicates the number of calls that were successfully assigned to an agent, i.e., the cases where the agent was able to speak with the customer.

Not Contacted

Here, you can view the details of the contacts that could not be reached, categorized by their result.

• Not Contacted: Indicates the number of calls that were not answered by customers. This includes rejected, unanswered, or failed calls.
• No Answer: Indicates the number of calls where the Hub waited for the customer to answer, but they did not pick up. The time the Hub waits is defined by the ring time.
• Busy: Indicates the number of calls where the provider reported that the customer was busy, for example, on another call.
• Blacklist: Indicates the number of calls that were identified as customers on the blacklist, so the call was not made.
• Error: Indicates the number of calls the Hub could not complete due to various reasons, such as unavailable trunks or incorrect numbers.
• Other: Indicates the number of calls that encountered errors not previously mentioned.

Agent Details

Here, you can view the real-time status of agents assigned to the Hub, providing a clear view of their availability.

• Total Agents: Indicates the total number of agents logged into the Hub.
• State Details: Indicates the status of the agents.
  • Available: Indicates the number of agents who are available, meaning those who are not on break and do not have an active call.
  • Occupied: Indicates the number of agents with an active call.
  • Break: Indicates the number of agents on break.
  • Not Available: Indicates the number of agents assigned to the Hub but not logged in.
  • Wrap-up: Indicates the number of agents in the WrapUp state, processing information after completing a call.

Active Calls

Here, you can view a real-time breakdown of calls being made by the Hub.

• Call Graph: In this graph, you can visualize the number of calls the Hub is processing in real-time.
• Active Calls: Indicates the number of active calls the Hub is currently processing. This includes calls being made, customers contacted who are in queue waiting to be attended by an agent, and calls that are assigned to agents.
• Time Between Calls:

List Details

Here, you can observe details of the lists loaded into the Hub.

• Name: Indicates the name of the list.
• Status: Indicates the current status of the list, which is explained below.
  Indicates that the list is active, and the records will be processed as long as the list has priority, the Hub is on, within working hours, and with available agents.
  Indicates that the list is being activated. If the list contains many records, it will take a few seconds to change to green.
  Indicates that the list is not activated, so contacts from this list are not being processed.
• Priority: Indicates the percentage of priority assigned to the list. This percentage can be modified using the change priority button.
• Records: Indicates the number of records in the list that are yet to be processed.
• Contactability: Indicates the percentage of contactability of the list, meaning the percentage of contacts that were successfully connected with an agent.
• Actions: Describes actions
  • Activate or deactivate: This option allows you to activate or deactivate the list. If the list is active and deactivated from here, its contacts will no longer be processed.
  • Download: This option allows you to download the list.
  • Move: This option allows you to move the list to another Outbound Hub, as long as it’s from the same channel, e.g., moving a list from one Telephony Hub to another Telephony Hub. It is not possible to move a list from a Telephony Hub to a WhatsApp Hub, for example.
  • Delete: This option allows you to delete the list uploaded to the Hub.

Be Careful!

Just because the list is active doesn’t mean it’s being processed. For the list to start processing, it must be active and have priority assigned.

List Management

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

• Upload List: This button allows you to upload a new list to be processed by the Hub. If you need help, you can refer to the guide how to upload a list?
• Recycle List: This button allows you to recycle a list so that the Hub generates a new list with those recycled contacts.

Important About Recycling!

You can only recycle lists that have been completely processed, i.e., where all contacts in the list have been processed.

• Change Percentage: This button allows you to change the priority percentage of the uploaded lists. Learn how to do this with the following guide

They must total 100%!

Remember that the sum of the priorities of all uploaded lists must add up to 100%.

Settings

Here, you can apply different settings that will affect the operation of the Outbound Hub and the processing of calls.

• Maximum Channels: