You can use the “Manage Callers” dashboard to view caller statuses across the campaign, who is making and has made calls for this call campaign, each caller’s current status, and statistics about their calling experience on this campaign. This article explains each of the data points you can view about your callers in this dashboard, and as well as the viewing tools you can use to search, sort, and filter the list.
The “Manage Callers” dashboard.
A banner across the top of your Manage Callers page, gives you real time information about your caller statuses. Use this banner to see how many callers are currently in calls, waiting in the call queue, connecting, wrapping up a call by completing a survey, and how many callers made calls in previous sessions.
Caller Stats
In the “Manage Callers” dashboard, the following pieces of information and stats are listed for every person who has ever made any calls on this call campaign.
Phone Number: The caller’s phone number, as submitted by them when they logged onto the dialer.
Name: The caller’s name, as submitted by them when they logged onto the dialer. (Note: if a caller logs in using the same phone number but a different name during two calling sessions, our system will combine the two sessions and display the caller’s stats under the name they submitted most recently.)
Status: The caller’s current status, which will be one of the below options.
In A Call (Since x Seconds/Minutes Ago): The caller is currently in a live call with a voter/contact, for the time duration indicated.
Waiting For Call (Since x Seconds/Minutes Ago): The caller is waiting to be connected to their next call, for the time duration indicated. They have not paused their calling session.
Completing Survey (Since x Seconds/Minutes Ago): The caller has ended their recent call and is finishing up filling out the survey to record the responses of the voter with whom they just spoke, before moving onto their next call. They have been completing the survey for the time duration indicated.
Signed Off (Since x Minutes/Hours/Days Ago): The caller ended their calling session the number of minutes, hours, or days ago that is indicated.
Calls Answered: The total number of calls with which the dialer connected this caller, over the lifetime of the call campaign, as well as today (if they made calls today).
Average Duration: The average duration of this caller’s conversations with voters, over the lifetime of the call campaign, as well as today (if they made calls today). Remember, this includes conversations that last only a few seconds, due to the voter saying “wrong number” or “call back later” and then hanging up, as well as longer conversations that last for multiple minutes.
Average Wait Time: The average length of time this caller had to wait between calls to get connected to their next call, over the lifetime of the call campaign, as well as today (if they made calls today).
Viewing Tools
Towards the top right corner of the “Manage Callers” page, there are four icons, which you can use to search and modify the view of this dashboard. Each is explained below:
Search: You can use this search bar to search for the names, phone numbers, and total number of “calls answered” for any callers displayed in this list.
The search button at the top of the Manage Callers dashboard, which you can use to search by name, phone number, or total number of calls answered.
Download CSV: Use this button to export a CSV of the caller data contained in this dashboard.
The download CSV button at the top of the Manage Callers dashboard to get an export of your caller data.
View Columns: You can use this button (shaped like three vertical rectangles) to select which columns of data you do and don’t wish to be displayed on this dashboard. By default, they are all selected, but you can opt to deselect as many of them as you want.
The View Columns button where you can select which columns you want visible in the Manage Callers dashboard.
Filter by Status: Use the “filter” button (shaped like an inverted triangle) to filter this list of callers by specific statuses. For instance, you can choose to view only the callers that are currently in a call or only the callers that have signed off.
The filter button of the Manage Callers dashboard to narrow which callers are listed.
Sort by Column: You can click on the header of any of the columns in order to sort the entire dashboard by that value, A → Z. Click the same header a second time in order to sort the entire dashboard by that value Z → A. This can be useful, for example, so that you can view your callers in alphabetical order, see which callers have answered the most and least calls, and view who had the shorter and longest call durations and wait times.
For example, the following caller dashboard is sorted by “Calls Answered,” from fewest to most:
Sort your Manage Callers dashboard by A→ Z or Z→ A for any of the columns.
Congratulations, dialer admin! You’ve now completed the ten steps to setting up and managing your call campaign. Way to go.
Have additional questions? Check out the rest of Scale to Win’s guides for dialer administrators and, as always, email support@scaletowin.com or submit a support ticket with questions at any time.