How to navigate:
Open Campaigns in the left sidebar.
At the top, find the Calling Direction control (the phone icon and label).
Click to open and select Inbound, Outbound, or leave unfiltered to show both.
Combine with Campaign Status and Date Filter for precise results.
Definitions & what to watch
Inbound — Customers call into your numbers (support lines, inbound marketing).
KPIs: Received calls, answered rate, average duration, wait time, missed calls.
Use-cases: Support queues, IVR flows, emergency hotlines.Outbound — System or agents place calls to customers (dialers, campaigns, reminders).
KPIs: Dial attempts, connected calls, answer rate, drop rate, and answer-to-agent time.
Use-cases: Sales outreach, collections, appointment reminders.
How to analyze by direction
To analyze inbound support performance last week: set
Calling Direction = Inbound+Date = Last 7 days+Status = Active or Completed.To validate an outbound campaign:
Calling Direction = Outbound+Status = Active+ check dial attempts vs connected calls to assess lead quality and dialing settings.
📩 Still need help? Contact our support team at [email protected]—we’re happy to assist!
Good day!