Could someone explain the logic behind the metric calculation for ‘Attempted’ versus ‘Connected’ conversations in the Outbound Campaign performance view?
We are observing a significant variance in our daily reports where the ‘Attempted’ count appears inflated compared to the ‘Connected’ volume, even when the flow logic is straightforward. The expectation is that any call reaching the agent queue and resulting in a transfer should increment both counters proportionally, yet the dashboard shows a 15% drop-off that does not correlate with any explicit ‘No Answer’ or ‘Busy’ status codes in the call detail records.
“Metric aggregation mismatch detected: Attempted volume (1,240) exceeds Connected volume (1,054) by 15.3%. Discrepancy not accounted for by standard disposition codes.”
This discrepancy affects our SLA reporting and resource allocation planning. Are there specific flow states or timeout thresholds that prevent a call from being registered as ‘Connected’ in the dashboard, despite the interaction being completed in the system? We need to align the dashboard metrics with the actual business outcomes to ensure accurate forecasting. Any insight into the underlying calculation engine or configuration settings that might influence this aggregation would be appreciated.
The simplest way to resolve this is to align the outbound campaign’s definition of “Connected” with your internal WFM adherence metrics. Often, the platform counts any answer as “Attempted,” but only increments “Connected” if the call meets specific duration or disposition criteria defined in the flow. If your WFM schedule adherence reports are showing agents as “Available” while the dashboard shows low connection rates, it’s likely a mismatch in how the flow handles the agent side.
Check the following configurations in your outbound flow:
Disposition Mapping: Ensure that the “Connected” disposition is explicitly mapped in the flow logic. If a call is answered but no disposition is set before hang-up, it may count as “Attempted” only.
Minimum Duration Threshold: Verify if a minimum talk time is required for a call to register as “Connected.” Some default flows require 10-30 seconds of active talk time.
Agent Availability Status: Confirm that agents are not being marked as “On Break” or “Not Ready” during the campaign. If WFM status overrides the agent’s availability, the call might ring but not connect properly, skewing the “Attempted” count.
To debug, pull the raw interaction logs for a sample of “Attempted” calls that didn’t connect. Look for the disposition field and the talk_time values. If you see high volumes of calls with disposition: null or talk_time < 10s, that’s your culprit.
Adjust the flow logic to set a default disposition for unanswered calls and ensure your WFM schedule allows for outbound availability during campaign hours. This should bring the dashboard metrics in line with your WFM adherence reports.