Calls and ASR over time
Curves across the day, broken down to 5-, 15- and 30-minute level in mmDial Comfort.
Screenshot from the application; the figures are example values.
While you are running
What the live view shows – and what you can change there
Key figures in real time
- Dialable leads and how full the buffer is
- Calls today, current and most recent calls
- Abandons in absolute terms and as a percentage
- ASR over 60 minutes and over 24 hours
- Average call duration, longest waiting time
- Calls per minute and agent utilisation Comfort
Intervene without stopping the campaign
- Switch the dialling mode: predictive, power or manual
- Turn the dialling ratio up or down
- Decide which call outcomes are dialled again
- Discard waiting calls if something starts to pile up
- Set the refresh interval of the view as you like
- Sign an agent out after their next call, lock a workstation Comfort
Agent states at a glance. The table shows each agent's user name, campaign,
group, current state, how long that state has lasted and when their last call was –
colour-coded so outliers stand out immediately.
Afterwards
Statistics that answer questions
The reporting goes beyond bare call counts: you see how answer rate, call duration, breaks and sales developed over the day.
Agent comparison
Number of calls, call duration, waiting time, sales and "not interested" – agents side by side.
Working and break times Comfort
Login times, break times and the reasons for them, both in absolute terms and as averages.
Outcome statistics
Distribution of call outcomes per campaign and list – the basis for judging the quality of your data.
Inbound reporting Comfort
Answered and lost incoming calls, waiting times and how they were distributed across the queues.
Daily figures per campaign Comfort
A campaign's key figures are saved overnight, before the change of day resets them. So tomorrow you can still look up how yesterday went.
Calls by hour Comfort
All twenty-four hours of a day side by side: calls, how many connected, who held the conversation – agent or AI – abandons and call time. A second day can be put alongside for comparison, and the busiest hour is named at the top.
Server usage
Outbound channels used today and yesterday – useful for spotting bottlenecks before they become a nuisance.
Reports can be downloaded as a file and processed further. For recurring reports we set up fixed templates in mmDial Comfort on request.
Keep reading
Other parts of mmDial
Campaigns & dialling behaviour
Predictive, power and manual dialling, call outcomes, hotkeys, status transfer and do-not-call lists.
Lists & lead management
CSV import while you work, drag & drop field mapping, duplicate checks, list mixing and the filter builder.
Agent workspace & order form
Browser-based workspace, form designer, callbacks, break reasons and permissions.
Inbound & call blending
Incoming calls in the same interface, voice menus, queues, voicemail and priority routing.
Call recording
Record per campaign or on the agent’s command, free file-naming schemes, search inside conversations.