The Proactive Voice Summary report can help you understand the volume of outgoing calls made over a specified period of time. This can also help you understand those calls’ outcomes, like if the Customer answered or if no one picked up.
How data in the report is measured #
The report is measured by the following:
Grouping
- Grouped by Contact.
Time Anchor
- Data is time anchored using Voice Outreach Time.
Metrics used for the Proactive Voice Summary report #
Click on the description to review the definition of each metric and how it’s used to calculate data.
| Metric | Description | Comments |
| Date | Date the call to the Customer was made. | |
| Dial Fail | An attempt to call the Customer was made, but the call did not succeed. Possible failure reasons include call being canceled, fax machine answered, or other external call failures. | |
| No Pick Up | Outreach was done, but no one picked up the call. | |
| Out of Time | Campaign was not able to reach out to the Customer due to the Campaign running out of time. This can occur when an end date is specified on the Campaign. | |
| Pick Up | Call succeeded and was picked up by a human or answering machine. | The call will result in “Pick Up” when the call resulted in one of the following: • Answered by a human. • Answered with ‘answering MachineDetection’ disabled (enabled by your implementation by request). |
| Voicemail | Call succeeded and was picked up by an answering machine. | |
| Timeout | Call attempt was made, but an error was encountered. | CSV only |
| Phone Number | The Customer’s phone number that was dialed. The first 6 digits are masked, i.e., +1 (XXX) XXX-5555. | CSV only |
| Outreach Results | Result of the call that was made to the Customer. It can be one of the following statuses: Dial Fail, No Pickup, Out of Time, Pickup, Voicemail, Timeout. | CSV only |
How the Proactive Voice Summary report is filtered #
Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.
Date
- When filtering by date, the report will list all call attempts made on the specified date/range.
Rollup
- When changing the rollup filter (e.g., Daily), the report will show you Customers that were called for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, then you’ll see Customers that were called on Aug 8, 9, and 10.
How to use the Proactive Voice Summary report #
The Proactive Voice Summary report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
| Scenario | Column Filters |
| How many Customers didn’t pick up for a specific Campaign? | • Select the desired date/range • Select the ‘Weekly’ as the rollup Use the Out of Time column to see the number of recipients not called. Click Download CSV and use the Campaign Name and Phone Number columns to find the exact numbers missed. |
| Which Customers did we not call because the Campaign ended too soon? | • Select the desired date/range • Select the ‘Weekly’ as the rollup Use the Dial Fail column to see the number of recipients where the called failed. Click Download CSV and use the Campaign Name, Phone Number, and Outreach Result columns to find the exact contacts where the calls failed. |
| How many contacts in the recipient list failed to receive the call? | • Select the desired date/range • Select the ‘Weekly’ as the rollup Use the Dial Fail column to see the number of recipients where the called failed. Click Download CSV and use the Campaign Name, Phone Number, and Outreach Result columns to find the exact contacts where the calls failed. |
FAQs #
How do I know which Campaigns are affected by the call statuses?
You must download the CSV version of the report to see the Campaign Name column. Use the Outreach Result column to understand the outcome of the outreach.
Should we try contacting recipients that have ‘TIMEOUT’?
Likely, this recipient’s phone never rang. We suggest including this recipient in a new Campaign with other retries.
