Export Containing Data on Your Callers' Statuses
Admins and account owners can export (and receive via S3) a detailed report on their callers' activity. This will provide calling programs with important information on how many calls their callers made in a given period, how much time they spent calling, and the results obtained. Caller Activity Statuses can be viewed in real-time on the Campaign Details page.
The Caller Activity Details report is available as an account-level export, and additional information on each column in the csv is available in our guide, ThruTalk Export Types.
Calculating Dials per hour per caller
Dials per hour per caller is a measurement of how many dials are going out per caller every hour that your phonebanking campaign is active. Use the number of total dials (X), then the number of hours your callers were in call (Y), then how many callers you had on (Z). To find a rough estimate of your dials per hour per caller, it looks like this: X➗Z = Dials per caller (DPC) then DPC➗Y = Dials per hour per caller.
Use the Account All Dials export and the Account Caller Activity Details export for the same period of time to calculate.
- Total dials (X) from the Account All Dials export.
- The number of hours your callers were in call (Y) from the Account Caller Activity Details export. (Note: This is a rough estimate as ready time will not be included)
- How many callers you had (Z) from the Account Caller Activity Details export. Add the callers on the report together.
Example:
36,724 / 18 = 2040 dials per caller
2040 / 7.5 hours = 272 dials per hour per caller
Quality assurance using the Caller Activity Details Report
Admins can use the Caller Activity Details Report data to perform quality assurance checks on their callers. The report can help detect data patterns that indicate that additional caller training may be needed, a caller is creating data in bad faith, or the list quality is poor.
Patterns to look for:
- Noting an unusually high number of script call results compared to other callers in the same time frame for a caller may mean that the caller is clicking the wrong response to the first script question.
- High amounts of deliverability_errors may mean that the list has many disconnected numbers.
- NOTE - for VAN syncing ThruTalk campaigns, only script data from correct_person calls is sent to VAN.
- High amounts of deliverability_errors may mean that the list has many disconnected numbers.
- A lower total in_call_time may indicate the caller is experiencing long wait times.