Does the Dialer Campaign Success Results Report count dials placed in preview mode?

Does the Dialer Campaign Success Results Report count dials placed in preview mode?

• A. No
• B. Yes
• C. Only for certain campaigns
• D. Depends on settings

Answer: (A)

The key idea is how the Dialer Campaign Success Results Report defines and counts dials. This report sums up calls that are generated by the dialer engine as part of the outbound campaign. Preview mode, however, is when an agent reviews a contact on screen and then initiates the call themselves. Because that dialing action is initiated by the agent rather than by the dialer’s automated dialing process, it isn’t included in the report’s Dials metric. So dials placed in preview mode don’t get counted in the Dialer Campaign Success Results Report. If you need to track preview activity, look for metrics that capture agent-initiated calls or a separate preview-specific report.

The key idea is how the Dialer Campaign Success Results Report defines and counts dials. This report sums up calls that are generated by the dialer engine as part of the outbound campaign. Preview mode, however, is when an agent reviews a contact on screen and then initiates the call themselves. Because that dialing action is initiated by the agent rather than by the dialer’s automated dialing process, it isn’t included in the report’s Dials metric. So dials placed in preview mode don’t get counted in the Dialer Campaign Success Results Report. If you need to track preview activity, look for metrics that capture agent-initiated calls or a separate preview-specific report.