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Predictive

Below, we show the details of the Predictive telephony Hub dashboard.

Call Summary

Here, you can see a summary of the calls made.

Contactability

Indicates the contactability percentage of the Hub, calculated based on the total calls made, connected calls, and unanswered calls.

Processed

Indicates the number of calls processed, i.e., the total number of calls made by the Hub, regardless of whether they were connected or not.

Contacted

Indicates the number of calls that were answered by the customers.

Not Contacted

Indicates the number of calls that were not answered by the customers.

Processed Calls

Here, you can view a detailed breakdown of the processed calls.

Contacted

Indicates the number of customers who were actually contacted, meaning those who answered the call.

AMD

Indicates the number of answered calls detected by the AMD (Automated Message Detection).

Abandoned

Indicates the number of answered calls that were abandoned by customers while waiting in the queue to be attended by an agent.

Assigned

Indicates the number of calls that were successfully assigned to an agent.

Not Contacted

Indicates the number of calls that were made but not answered by the customers.

No Answer

Indicates the number of calls where the Hub waited for the customer to pick up but the call was not answered.

Busy

Indicates the number of calls where the provider informed us that the customer was busy, for example, already on another call.

Blacklist

Indicates the number of calls that the Hub detected as being from customers on the blacklist, and therefore, the call was not made.

Error

Indicates the number of calls that could not be made due to various issues, such as an unavailable trunk, incorrect numbers, etc.

Other

Agent Summary

In this graph, you can see the real-time status of the agents associated with this Hub.

Total Agents

Indicates the total number of agents logged in and assigned to this Hub.

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 currently on an active call.

Break

Indicates the number of agents who are on a break.

Not Available

Indicates the number of agents who are assigned to the Hub but are not logged in.

Wrapup

Indicates the number of agents who are in "WrapUp" status after completing a call.

Processed Contacts

Here, you can see details about the contacts processed from the list.

Processed Quantity

Indicates the number of contacts that were successfully processed, meaning they were contacted or the attempts were exhausted and could not be reached.

Non-Processed Quantity

Indicates the number of contacts that have not been attempted yet.

AMD Percentage

Indicates the efficiency percentage of the AMD configured in the Hub. It's important to monitor this percentage to assess whether the AMD configuration is correct or needs adjustment.

Active Calls

Here, you can see details of the active calls.

Active Calls Quantity

Indicates the number of active calls at the moment, i.e., calls currently being processed by the Hub and/or assigned to agents.

Agent BTC

List Details

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

Name

Indicates the name of the list.

Status

Indicates whether the list is active or not.

  • If it is green, the list is active.
  • If it is red, the list is inactive.
IMPORTANT

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 a priority assigned.

Percentage

Records

Indicates the number of records in the list that still need to be processed.

Contactability

Indicates the contactability percentage of the list, i.e., the percentage of contacts that were successfully connected with an agent.

Actions

Manage Lists

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

Upload

You can upload a new list to the Hub using this button. You can see: how to upload a list?

Recycle

Change Percentage

You can use this button to change the priority percentage of the uploaded lists.

Fields

Maximum Abandonment Percentage

Channels per Agent

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