MonitorAgent Analytics

Connectivity

View as Markdown

Connectivity is a tab under Monitor → Agent Analytics. It answers a single question: are your dials reaching people? The tab reports how reliably dial attempts turn into connected calls, which lets you separate a reachability problem from a conversation-quality problem.

Open this tab when calls are not being answered, rather than when the agent is handling conversations poorly. To investigate conversation quality after a connect, use Engagement.

Connectivity tab showing calls attempted, connectivity rate, unique users, average attempts to connect, and failure percentage KPIs, a connectivity trend chart, a phone number health table, and connectivity insights by hour of day.

Connectivity tab

When to use Connectivity

Connectivity is most useful when:

  • The connectivity rate is falling while attempts stay high.
  • One bot number is underperforming the others.
  • It takes too many dials to reach a single connect.
  • Failures cluster around credits, DND, busy, or carrier errors.

KPI tiles

Each tile summarizes the selected period. Use the # / % toggle to switch rate tiles between count and percentage.

TileMeaning
Calls attemptedAll attempts, including not-picked and failed
Connectivity rateConnected ÷ attempted. In # mode: connected count
Total unique usersDistinct end-user phone numbers contacted (a number dialed five times still counts once)
Avg attempts to connectTotal attempts ÷ connected calls
Failure %Share of attempts that failed (credits, telephony error, DND, outside business hours, and similar). In # mode: failure count

Charts and insights

A time series for the selected KPI. Granularity can be set to Day, Week, Month, or Quarter.

How to investigate

1

Check the rate before the volume

High attempts with a falling connectivity rate usually point to number health, timing, or provider issues rather than prompt quality.

2

Inspect phone-number health

Compare bot numbers, and fix or rotate the weakest one first.

3

Use the insights views

The hour-of-day and attempt-count breakdowns show whether to adjust dial windows or retry policy.

4

Sample failed rows in Call Logs

Open Call Logs, keep the same filters, and review the Failure Reason on a few examples.

Next

Engagement

See whether connected calls become real conversations.

Group by

Compare connectivity across campaigns, agents, languages, or bot numbers.

Call Logs

Inspect the individual calls behind a connectivity dip.