Just noticed that the dialing efficiency metrics reported in the Outbound Campaign dashboard do not align with the raw call attempt data visible in the Conversation Detail view for our EU-West BYOC environment. This inconsistency impacts our ability to accurately report on campaign ROI and agent utilization.
The specific steps to reproduce this issue are:
- Navigate to the Outbound Campaigns section and select an active predictive dialing campaign.
- Record the ‘Attempts’ and ‘Connected’ counts from the Campaign Summary widget for the current business day.
- Export the Conversation Detail data for the same time period, filtering by the specific campaign ID.
- Aggregate the ‘Call Status’ field in the exported data to calculate total attempts and successful connections.
- Compare the aggregated export values with the dashboard widget totals.
The dashboard shows a 15% higher connection rate than the exported data suggests. Is this a known latency issue with the dashboard aggregation service, or is there a specific filtering logic applied to the Outbound views that excludes certain call states? We need to understand the calculation methodology to ensure our reporting is accurate for the upcoming audit.