Details
The Details page is located at Projects > Telephony Activity > Details.
Depending on the view that is selected, the Details page will show detailed statistics for either a single module or aggregated detailed statistics for all modules in the view.
Viewing aggregated statistics
The statistics bar displays various module statistics. The fields are slightly different depending on whether the selected view contains one or multiple modules.
Statistic definitions (single-module view)
| Elapsed Time |
The time that has elapsed since the module was activated. |
| Total Calls |
The total number of calls placed within the module during the current session. |
| Agents |
The number of agents who are currently logged in to the module. |
| Cadence |
The pace of the project, which is configured in the module to optimize the balance between interviewer productivity and dropped calls. |
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Target Drop Rate
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The acceptable percentage of calls that can be dropped (will only appear if the module is set to Automatic cadence).
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| Drop Rate |
The percentage of calls that have been dropped. |
Statistic definitions (multiple-module view)
| Elapsed Time |
The longest time that has elapsed since a module was activated (the longest Elapsed Time value for a single module out of all the modules). |
| Total Calls |
The total number of calls placed within the modules during the current session. |
| Agents |
The number of agents who are currently logged in to the modules. |
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Cadence
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The pace of the project, which is configured in the module to optimize the balance between interviewer productivity and dropped calls (will only appear if the modules are set to Manual cadence, and will not be displayed if the selected modules have different cadences).
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| Target Drop Rate |
The acceptable percentage of calls that can be dropped (will only appear if the modules are set to Manual cadence, and will not be displayed if the selected modules have different target drop rates). |
| Drop Rate |
The percentage of calls that have been dropped. |
Agents
The Agents section contains a bar graph that shows the number of interviewers that currently have each agent status.
Category definitions
| Talking |
The number of interviewers who are talking on a call. |
| Wrap Up |
The number of interviewers who are still working on a case after the respondent has left the call.
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| Waiting |
The number of interviewers who are waiting for a call. |
| Pause |
The number of interviewers who are currently on pause. |
Lines
The Lines section contains a bar graph that displays the number of lines that currently have each line status. The blue bars, which will only appear if the selected view contains only one module, show the highest number of lines that have had a particular status during the current session. The yellow bars show the current number of lines with that status.
Category definitions
| Required |
The number of lines that the dialer needs to support the current number of interviewers and minimize the wait time.
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| Used |
The number of lines that are currently being used by the telephony server(s) for the modules in the selected view (the sum of the Dialing and Connected categories). |
| Dialing |
The number of lines that are dialing a phone number. |
| Connected |
The number of lines that are connected to an interviewer. |
Call Results
The Call Results section contains a pie chart that breaks down the distribution of call results by their percentage of the total number of calls placed within the module during the current session. Each slice of the pie represents a different call result, and the legend at the bottom shows which color is associated with which call result. Hovering over each slice will display the amount of calls that were placed to make up the associated percentage. As different categories of call results are encountered, they will automatically be added to the legend and the distributions will be updated in real time.
Clicking on the Answered slice of the pie chart will further break down the result, showing the percentages of the answered calls that were successfully connected to agents, versus the calls that were dropped. Additionally, the number of calls that were connected per hour and dropped per hour are displayed above this secondary pie chart.
Times
The Times section displays three different time statistics for each of the potential interviewer statuses (Talk, Wrap Up, Wait, and Pause).
Column definitions
| Per Hour |
The average length of time per hour. |
| Average |
The average length of time per call. |
| Total |
The total length of time during the current session.
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