Preview
Call Summary
Here you can view 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, meaning 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 customers.
Not Contacted
Indicates the number of calls that were not answered by customers.
Processed Calls
Here you can view details 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 customers.
No Answer
Indicates the number of calls where the Hub waited for the customer to answer, but the call was not answered.
Busy
Indicates the number of calls where the provider informed us that the customer was busy, for example, on another call.
Blacklist
Indicates the number of calls that the Hub detected were 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 number, etc.