Reporting Enhancements
Customer Portal Map Removal
The Success Rate (60s) by State heat map previously available in the Dashboard tab has been removed from Reporting and replaced with the Monthly Metrics by Program (last 4 months) table
Disposition Data Added Under Monthly Metrics by Program (last 4 months) Table
The Monthly Metrics by Program (last 4 months) table has been improved to display disposition data at the program level within each business, providing greater visibility into call performance and outcomes.
The newly added metrics are Total Treated Calls (broken out by distribution), Logo Calls, Unique A Numbers, Decline Rate, Talk Rate, and Engagement Rate.
Week Over Week View to Compare Metrics
A Week Over Week Comparison (last 4 weeks) table has been added within the Dashboard tab to compare Answer Rates, Decline Rates, Talk Rates, and Engagement Rates, giving users a clear look into trends over time.
Average Answer Rate per Number by Month
The Calling Number Detail – Aggregated table has been added to the Calling Number Detail tab, allowing users to track performance trends for each phone number.
Glossary Modification
The INFORM Glossary has been expanded with more detailed and informative definitions to improve clarity.