Dashboard

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1. Key Metrics

• Total Calls (Daily)
  Number of outbound calls attempted on a given day, across all leads (new or old).
• Connected Calls
  Number of calls successfully connected (customer picked up).
• Interested Calls
  Subset of connected calls where the lead expressed interest.
• Lost Calls
  Calls that resulted in disqualification, wrong number, or explicit non-interest.
• Not Concluded
  Calls that are pending follow-up, callback scheduled, or where the customer didn’t provide a clear response.

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2. Conversion Indicators

• Daily Conversion Rate (Connected → Interested)
  Percentage of connected calls that converted into interest.
  Formula = Interested Calls ÷ Connected Calls.
• Daily Interest Rate (Total → Interested)
  Percentage of all calls attempted that resulted in an interested lead.
  Formula = Interested Calls ÷ Total Calls.

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3. Call Pulses (Usage Metrics)

• Pulse Definition:
  Every outbound call is measured in pulses for billing and tracking purposes.
  • 1 pulse = 1 minute
  • Calls between 0–59 seconds are counted as 1 pulse.
  • Calls of 60–119 seconds are counted as 2 pulses, and so on.
• Daily Pulse Count:
  The dashboard shows the total number of pulses consumed per day, giving users visibility into actual call-time utilization.
• Pulse Efficiency:
  Average duration per connected call (pulses ÷ connected calls) can be used to benchmark agent efficiency.

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4. Example Daily Flow

• Total Calls: 500
• Connected Calls: 180
• Interested Calls: 30
• Lost Calls: 120
• Not Concluded: 50
• Pulses Consumed: 520

• 36% connectivity rate (180 ÷ 500).
• 16.6% of connected leads showed interest (30 ÷ 180).
• Average call length = 520 pulses ÷ 180 connected ≈ 2.9 minutes.

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5. Why the Daily Dashboard Matters

• Real-Time Monitoring – Gives daily visibility into lead response trends.
• Resource Management – Tracks call volume and minutes spent per day.
• Performance Benchmarking – Allows teams to compare one day’s efficiency and conversion to another, regardless of when leads were inserted.
• Billing Transparency – Daily pulse data ensures clarity on usage-based costs.