INFORM Reporting is a comprehensive dashboard of key performance indicators to help you optimize your calling programs and track your progress. Below are some common questions about reporting metrics.
What does “treated calls” mean?
Treated calls is a metric in your Customer Portal Reports tab which refers to how many calls were successfully branded on a network.
Why don’t Answer Rate and Decline Rate equal 100%?
Answer rate is the percent of people who have answered a call, it is the number of people who decided to pick up your call. Decline rate is the percent of people who selected “Decline” when they saw the call, so it is the number of people who actively did not want to talk to you at that time. A call can also be neither answered nor declined.
What is the difference between Answer Rate and Engagement Rate?
Answer rate is the percent of calls answered by the called party. Engagement rate is the percent of calls answered where the talk time lasted at least 60 seconds. Answer rate is the percent of people who picked up the phone, and engagement rate is the number who stayed on the line to talk for at least one minute.
Do you show the total number of calls, including unbranded calls?
INFORM Branded Calling reports only show calls made with branding. Because of the way INFORM was designed, it specifically tracks calls branded on the end network.
How is CPI (Calls per Individual) calculated compared to the date range I input?
Call per individual is the average number of calls to unique number over your selected date range. If a call was made to unique numbers outside of that date range, they are not included in the average.
Does Answer Rate include voicemail?
Answer rate, by default, does not include voicemail. However, with the launch of Apple’s Live Voicemail that phone features can skew the results. You do have the ability view answer rate with or without (default) "Live Voicemail" in the INFORM reports tab.
Does Decline Rate include voicemail?
Decline rate is the percentage of calls where the user actively declined the call. Depending upon the user’s settings, these calls may or may not have been delivered to a voicemail after the call is declined.
Is it better to view data with or without Live Voicemail?
Live voicemail skews our data because it makes it look as though some calls to iOS devices that were not answered, were answered. We recommend viewing data without Live Voicemail, which is the default setting.
How do I export my reporting data?
Yes, you export report data as CSV or excel files by hovering your mouse over the desired metric, table or graphic and clicking the ellipsis (…).