Reviewing Campaign Caller Activity


If you want to know how your callers are doing during a campaign, the Campaign Details page gives you a real-time view of caller statuses so you can support your team and spot technical issues quickly. 


Whether you’re checking who’s active or making sure callers are moving through their scripts, this guide shows you how to find, review, and understand caller activity. 


TABLE OF CONTENTS


Reviewing Caller Data


You can review each caller's status to determine what stage they’re in during the calling session in real time.


Viewing Caller Activity 

  1. Open an active ThruTalk campaign
  2. Scroll to the bottom of the page 
  3. View the sortable table showing each caller’s first and last name along with their current status. 

Caller statuses show who’s logged in and what step they’re at in the calling process. Observing caller statuses lets you spot which callers need technical assistance.


CAD Report

For deeper insights into activity, use the Caller Activity Details report to monitor individual caller behavior across campaigns.


Understanding Caller Statuses


Screenshot with a total count and individual count of callers in each status with a color coded key for the caller status table. 

Status Overview(1)

The Caller Activity Overview is a quick way to assess your campaign's callers at a glance to determine the total callers within each state in real time.


Individual Statuses (2)

Each caller's first and last name is shown, along with a color-coded status:

  • In Call: Callers in this status are connected to a contact. During a PatchThru conference, callers will remain in this status until they leave the call. Even after the caller exits, the conference can continue between the contact and the PatchThru target. Once the caller leaves, their status will change from In Call.
  • Wrap Up: After a call is completed, the caller enters a Wrap Up state in which they can fill in survey data. Callers staying in "Wrap Up" for an extended time may need help navigating the script or moving on to the next call. 
  • Ready: Waiting for a call. If your callers are in the Ready state for an extended time, you can use our Support chat to solve the problem.
  • Not Ready: Callers have entered the calling window but have not clicked Ready to Make Calls. These callers may need additional help to get started. (e.g., Ask if the caller has enabled the permission for the mic.)
  • Offline - These callers are not logged into this campaign at this time.


Please note If a caller ends their session between calls, it may impact how quickly other calls are routed. Ending a calling session quickly or between calls can negatively affect other callers.