Headline numbers
| Metric | Definition |
|---|---|
| Total calls | Every attempt in the period, including no answer and voicemail. |
| Connected | Calls where a person answered. |
| Connected successful | Connected calls with a successful disposition. |
| Positive calls | Connected calls classified as positive, such as Interested or Callback Intent. |
| Total duration | Connected time in the period. |
Charts
Connection overview shows connected against not connected over time. Connected calls splits into Successful, Positive, Informational and Unsuccessful; Not connected calls into No Answer, Voicemail and No Speech. Disposition waterfall, Call outcomes and Sentiment analysis break the same calls down further, and Agent performance summary compares agents.