Reading the funnel
The funnel on Results follows people from a call being placed to a sale. Each step counts a thing once. A repeated message from the phone system cannot count it twice.
What each step counts
Section titled “What each step counts”| Step on screen | Counted when |
|---|---|
| Attempts | A call is placed and it is an outbound call. Inbound calls are counted separately |
| Answered | The call was picked up and the answering-machine check did not say “machine”. A person, or “could not tell”, counts. Dropped calls are included |
| Machine | The check said “machine” at pickup, or the call ended because of a machine. Machines are not answers |
| Dropped | An answered call where nobody was free to talk: a person answered and neither a bot nor an agent took the call |
| Reached a person | An answered call that a bot, an agent or the overflow bot took. Dropped calls are not counted |
| Failed | The call failed. Counted once |
| Qualified | A person passed the campaign’s checks. Counted once per person, at the first of: a hand-over was asked for (only after the checks pass), a hand-over or sale result was set, or any hand-over happened |
| To your team | A hand-over to a human or an outside team. Counted once, when it first connects. A failed hand-over and a hand-off from one bot to another are not counted |
| Billable | A hand-over that finished and met the campaign’s billable rule, with a human or outside team taking it. Counted once, when it finishes. The campaign decides “billable”; Results does not work it out again |
| Sales | A person counted once when a sale result is set, or they are marked as enrolled |
Qualified and Sales belong to the person, not to one call. Attempts to Reached a person belong to the call.
Beside the funnel:
- Revenue: the latest revenue set on the person’s record.
- Talk time: recorded when each call ends, once per call.
- AI seconds and cost: added up when each AI session ends. AI voice only. Carrier cost is not known to the product.
- Reply time and Slowest replies: the average of each session’s median (or 95th percentile) reply, weighted by turns. It is not a percentile over every reply.
The rates
Section titled “The rates”Each rate is a step divided by a step before it. A dash means the step before it had none, so nothing can be divided.
| Rate | Is |
|---|---|
| Answer | Answered / Attempts |
| Reached | Reached a person / Answered |
| Qualified | Qualified / Reached a person |
| Hand-over | To your team / Qualified |
| Billable | Billable / To your team |
| Sale | Sales / Billable |
| Drop | Dropped / Answered |
The screen shows the arrow rate above each step from Answered on. The drop rate is not on the screen or in the CSV. The CSV has the dropped count (column abandoned) and the answered count, so you can divide them yourself. For the cost rates see cost per hand-over and sale.
Days, ranges and two ways of counting
Section titled “Days, ranges and two ways of counting”- Days are UTC days, not your local day. A call after local midnight may land on the next day.
- Pick Today, Last 7 days, Last 30 days or Last 90 days. Both end days are included. The longest range is 366 days.
- The funnel and the “By day” chart count each thing on the day it happened. A hand-over that finishes after midnight counts on the next day.
- “Break it down by”, “By hour” and Agents group calls by the day they were placed. Each call gets credit for everything that later happened to it. For a single day, both ways give the same numbers.
Break it down by
Section titled “Break it down by”Choose Campaign, Hour of day (UTC), Bot version, Agent (the first agent on the call), Caller ID, List, Vendor or State. Calls with no value are under “Not recorded”. Calls placed before lists, vendors and states were recorded always land there.
The campaign page has its own Results tab with friendlier labels: Calls placed, Answered, Talked to, A fit, Handed to your team and Sales. They are the same counts as Attempts, Answered, Reached a person, Qualified, To your team and Sales. That tab shows sales as a share of hand-overs. The company-wide Results page shows sales as a share of Billable.