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Click an agent on the Agents page to open its overview: the agent’s status, its results and the list of its contacts.
The agent page with the status badge, Edit, Test and Add Contact buttons, the contact status summary, the rate card and the contacts table

Agent page

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Agent Page

  • Status: The badge next to the agent name shows what the agent is doing:
    • Running (green): The agent is calling its contacts.
    • Accepting calls (green): An inbound agent is answering calls.
    • Paused or Paused per Schedule (yellow): The agent is waiting; outside its calling hours the badge also shows when it starts again.
    • Stopped (orange): The agent isn’t calling.
    • Failed (red): The agent ran into a problem.
    Admins click the badge to Start or Stop the agent or to Edit Schedule.
  • Edit, Test and Add Contact: Open the agent editor, place a test call, or add contacts. Add Contact is shown for outbound agents.
  • Total contacts: The bar and the labels under it break your contacts down by status, such as Interested, Not interested, Do not call or Unreached. If your agent has success criteria, their names appear as statuses too. Click a label to show only those contacts. See Call Statuses for what each status means.
  • Total Interactions, Connect Rate and Success Rate:
    • Total Interactions: The number of calls made.
    • Connect Rate: The share of contacts the agent reached.
    • Success Rate: The share of reached contacts who met the agent’s goal.
    Incoming agents show only the Success Rate.
  • Contacts: Each row shows the contact’s name and phone number, Attempts, Last Attempt, Call Duration and Status. Search the list, filter it, or pick dates with the calendar to filter by last attempt. Export contacts downloads the list as a CSV file.
Click a contact to open their details and call history - see Reporting Call Issues for how to open a call’s transcript.

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Insights Mode

Insights Mode shows how contacts move through your script: which nodes they reach and where they hang up.
  • Open the agent editor with Edit and turn on the Insights Mode toggle next to the agent name.
  • The toggle becomes available once the agent has made some calls. Save any changes first.
The Insights Mode toggle next to the agent name in the editor header

The Insights Mode toggle

In Insights Mode, the script is read-only and each node shows its numbers:
  • Green percentage: The share of all interactions that reached this node.
  • Red percentage: This node’s share of all hang-ups in the agent - where contacts tend to drop off.
The script canvas in Insights Mode with a percentage on every node and a red drop-off label

Agent Insights Mode

Click a node to see the details: how many interactions reached it and its share of the total, how many contacts hung up there, and for each step the number of interruptions and hang-ups.
A node panel with 33 interactions, 7 hang ups, and interruptions and hang ups for each step

Statistics of a node

  • Scenarios: Open the Scenarios tab to see the hang-ups for each scenario.
  • Filters: If your account has them, click Filters to show insights for a Status or a Date range only. On the Scenarios tab, Filters also sorts scenarios by Recent, Popularity or Drop-offs.
Insights are kept per script version. Adding, removing or reconnecting nodes and steps starts the statistics fresh, while text-only edits keep them.