Measurement
See what your agents actually did
What ran, how long it took, how it ended, and what it cost. Every number has the individual call one click away.
What this is for
Most call reporting stops at a chart, which tells you a number moved and not why. The number is only useful if the call behind it is one click away, because that is where the reason lives.
What the numbers cover
- 01
What ran
Volume by agent, by campaign and over time, so you can see what your agents actually did rather than what they were set up to do.
- 02
How long it took
Call duration, which is also what you are billed on, so the operational number and the billing number are the same number.
- 03
How it ended
Outcomes across the whole population. Contained against escalated is a filter over the records, not an estimate somebody produces monthly.
- 04
What it cost
Usage metered from the calls themselves, so the total reconciles against the individual calls that produced it.
Related
See what your agents actually did: common questions
Can I get from a number to the call behind it?
That is the point of it. Every figure has the individual call one click away, with its recording and transcript.
How is usage measured?
By the call minutes your agents actually use, metered from the calls themselves. There is no seat licence and no per-agent fee.
Can I compare campaigns?
Outcomes are structured values, so campaigns, agents and time periods are all filters over the same records.
Is there an export?
Everything the dashboard shows is available over the API, so the numbers can go wherever you already do reporting.
Does an idle agent cost anything?
An agent that takes no calls uses no minutes, so keeping one configured and unused costs nothing.
Still stuck? Talk to our team.