Caller Activity Details vs. All Dials - An Explanation


TABLE OF CONTENTS


What the Caller Activity Details Report Is

The Caller Activity Details Report is a tool to help manage your callers. The report rolls up our best efforts at tracking Caller behaviors and providing the result the Caller had selected during the last measurable action.  Some Caller actions such as navigating away from their session are not currently measurable.


What the All Dials Report is

The All Dial Report is a tool for collecting the outcomes for all of your dialing activity, inclusive of dials that did not connect to an answering party, voicemail connections, and calls that completed to a human contact.  

For dials that reached a human Contact, the All Dials Report provides your source of truth for the result of each dial by looking at the recorded answer to the Starting question and recording the selection made by the Caller for the Starting Question at the moment the system concludes the call.

All dials that did not connect to a human contact are recorded by the system with reliable system results appropriate to how the dial attempt was terminated.


How the Caller Activity Details Report expresses Call Results

As callers move into the system, they are first “Not Ready.” Callers next become “Ready” by activating their audio connection, and they enter the calling queue. When a caller is paired with an answering Contact, they are considered “In Call.”  After the call concludes, the Callers are in a “Wrap-up” status. When the Callers press the “Ready for next call” button, they are returned to the call queue in the “Ready” state and the cycle repeats.

When callers follow this linear path of behaviors repeatedly, we are able to determine the script results selected by the caller, compare those to their statuses, and apply the script results selected during the last event prior to the next “Ready” action in the tallies of Call Results expressed by the Caller Activity Details Report.

The Caller Activity Details Report has high fidelity when compared to the All Dials Report for Callers who consistently follow the best practice call behaviors, continuing from one call into the next in the manner expressed above.


How the All Dials Report expresses Call Results

The All Dials Report is based on system events - not caller events. One of the system events used in the All Dials Report is noting the selection to the Starting Question.  At different system events during the call, the system may update the recorded value to the Starting Question if the user took action to change the response.

The All Dials Report will express the result of the call based on the selection of the Starting Question made by the user, but more importantly based on what that selection is at the moment the system completes the call.


What the Caller Activity Details Report is not

The Caller Activity Details report is not currently a source of truth declaration of Call Results, and it does not correspond with full fidelity to analysis of an All Dials Report for an equivalent time period because the report is built on Caller actions, not system events.


We analyzed hundreds of thousands of dials and the corresponding states and actions for those dials and realized there are numerous paths of actions Callers take which are outside of best practices and not presently measurable. Some of those behaviors may never be measurable, such as a Caller closing the tab for the Dialer connection in the middle of a session, closing a laptop between connected calls, or battery failures, power outages, and internet disruptions.


How to best use the Caller Activity Details Report

The Caller Activity Details Report will help you: 

  • Compare your records of committed Call shift times for a volunteer to their “in_call_time” (the highlighted blue column) and observe trends in productivity across your volunteers when referenced to each other.

  • Note problematic Callers such as Caller O 15, row 16 (the highlighted red row) where the caller was recorded as in calls for over 2 hours and 45 minutes without recording a single measurable script result.

  • Get signals about Callers who do not consistently follow the best practices such as Caller S 19, row 20 (the highlighted pink row) where the caller has some results recorded, but also has the highest amount of “in_call_time” - with nowhere near an appropriate correlation of call result tallies to the time spent.



(Note: Image represents an actual Caller Activity Details report with all personally identifying information replaced)