Module 17 · Advanced analytics

Leer en español: Módulo 17 · Analítica avanzada.

Goal: recognise an anomaly alert and understand its evidence, build, save and export a custom report, and read the cost by campaign, carrier and agent. Time: ~10 minutes · You need: calls already dialed in your account (Module 5) and Module 6 read. For the cost, also an account administrator login and the cost view switched on for your account (section 3).

1. Anomaly alerts

An anomaly is a metric that left its normal range. The platform detects them on its own, for every account: there is nothing to switch on.

What it watches

Every 15 minutes the platform checks five metrics by the hour, per campaign and for the whole account:

Metric on screen	Counts as bad when it…	What it measures
Contact rate	goes down	Calls answered by a person over calls dialed
Abandon rate	goes up	Abandoned calls over calls answered by a person
Cost per contact	goes up	Cost of the outbound minutes (USD) over calls answered by a person
Gate block rate	goes up	Refusals by a compliance gate over refusals plus calls dialed; one series per gate
Media timeout rate	goes up	Answered calls closed for lack of audio over answered calls

The rule compares the current hour with the previous 7 days: it computes their mean and standard deviation and flags an anomaly when the metric crosses the threshold, which is the mean plus or minus k standard deviations (only the bad side of each metric counts). By default k is 3.0. An hour is not evaluated if it has fewer than 30 cases or fewer than 24 hours of history behind it: without enough data there is no alert, rather than a doubtful one.

The sensitivity (k) is per account and a platform operator sets it, between 3.0 and 20.0; raising it only silences alerts and never switches anything on. If your account is very noisy, ask your Dialer Digital contact to raise it.

Where you see them

The top bar has a bell labelled Anomaly alerts. Its counter shows how many anomalies you have not read (with a "+" when there are more than the count holds) and refreshes every minute. If it cannot refresh, the label changes to Anomaly alerts (could not refresh) and keeps the last figure rather than inventing another. Pressing it opens the Insights page.

1. In State choose Open (what needs attention) or Resolved.
2. Each card carries the metric's name and its evidence: Window, Observed, Baseline mean, Threshold, k and n (how many cases that hour had).
3. Press View evidence: the Rule applied appears, and the Hourly series with its baseline band chart, with the hour that crossed highlighted against its band.
4. Press Acknowledge once you have seen it. The acknowledgement is yours: it does not mark the alert as read for anyone else, and only removes it from your counter.

An anomaly resolves on its own when the metric is back inside the threshold; it then moves to Resolved. If an anomaly lacks any of its evidence, the screen does not draw it and says "This anomaly is missing evidence and is not shown": you never see an alert without its series and its threshold. With no open anomalies you will see "No open anomalies to show…".

What to do with an alert

An alert changes nothing by itself: it does not pause campaigns or stop dialing. It is a lead. Open the evidence, compare the flagged hour with its band, and go back to the screens in Module 6 or Module 5 to find the cause.

For integrations, the anomaly.detected webhook announces the moment an anomaly opens; the resolution is not announced. See the Insights guide.

2. The report builder

When the fixed reports under Analytics do not answer your question, build your own. In Analytics press Build a custom report; the Report builder opens.

It comes switched on

The builder is on by default. If your Dialer Digital contact switched it off for your account, running a report shows "The report builder is switched off for this account."

Build the query

1. Group by: pick up to four dimensions (the platform publishes the maximum and the screen tells you). None gives a single totals row. The dimensions are Campaign, Agent, Outcome, Source, Trunk kind, Answering-machine verdict, Voice AI used, Hangup cause, Day, Week and Month.
2. Measure: pick at least one metric: Attempts, Contacts, Contact rate, Accounts attempted, Accounts with effective contact, Talk time and Voice AI calls. Each has one definition; for example Contact rate is contacts over attempts, and it is empty — never 0 — when there were no attempts.
3. Filters: set From and To (inclusive), the Time zone for day, week and month and, if you like, the Campaigns (by default All campaigns (no filter), up to 100). The campaign list has a Search campaigns box and hides archived and completed campaigns until you tick Include inactive and archived: how it works. Days are cut at midnight of the chosen zone and the window cannot exceed 31 days.
4. Press Run report.

If something does not add up, the screen says so before or after running: "Pick at least one metric.", "The window may not exceed 31 days.", or "That grouping would produce too many rows (1000 is the limit). Remove a dimension or narrow the window or the campaigns."

Read the result

Above the table you will see "N rows · window … to … · zone …". A cell saying "Not defined for this group (no attempts)." is not a 0: that group had no attempts. If no attempt matches the filters, the report says "No attempts in this window match the filters."

Save and reuse

Type a Report name and press Save report: you will see "Saved "…".". Under Saved reports press Open to load it again. A saved report keeps the query (dimensions, metrics and campaigns), never its result or its dates: after opening it, pick the window and run it. Two reports cannot share a name.

Export

Download CSV downloads the same result and shows the SHA-256 of the file: compare it with the one of your copy to detect a truncated or altered download.

In this file, and in the penetration CSV you download from Analytics (Export CSV), a cell that starts with =, +, -, @, a tab, a carriage return, a line feed, or the full-width ＝, ＋, －, ＠ is neutralised and comes out with a ' in front: the spreadsheet shows it as text and never runs it as a formula.

Phone numbers

The report is an aggregate: the Phone numbers masked chip and the note "This report is an aggregate: it contains no phone numbers." remind you. Show numbers lists the whole phone numbers of up to 1000 attempts in the window, but only an account administrator can use it, after a confirmation ("Core records who looked and when"); run the report first. A member who tries sees "Only an account administrator can see whole phone numbers. Nothing was shown."

3. Cost by campaign, carrier and agent

It answers "who is spending right now?" without waiting for the invoice.

Cost is off by default and only an administrator sees it

This card appears only when both hold: the cost flag is switched on for your account — it ships off and a platform operator, your Dialer Digital contact, turns it on — and you sign in as an account administrator. With the flag off, or with a user who is not an administrator, the card is simply not drawn: no message, no button. It is not an error.

Open Billing & Plan; the Derived Cost card ("Gross cost by breakdown") is on that page.

1. In Group costs by choose Campaign, Carrier or Agent. Each time it groups by one thing only.
2. Read the table: Group, Events, Billed by and Amount. The screen covers the last 7 days; there is no date picker. Each currency is kept apart: they are never mixed or converted.
3. Unattributed collects what cannot be assigned to a group (a call with no campaign, an unknown carrier, an unassigned agent or an SMS). Nothing is dropped: the groups add up to the Gross Total.
4. Billed by says who bills the telecom minutes: platform (the house trunk) or tenant_carrier (your own carrier).

In the Reconciliation box the screen lists what is not allocated in that breakdown: included allowance, volume tier, discount and monthly minimum. That is why the Gross Total is the sum of recorded usage, not the amount billed: allowance, tier, discount and minimum are applied on the invoice (see Module 7).

With no usage in the period the card says "No usage in this period: there are no events to cost yet…". If the platform cannot close the cost of part of the window it publishes no partial figure and the card shows "Could not load cost: …"; retry later.

For developers: the GET /v1/billing/cost route is in the REST guide.

What you learned

• Which five metrics the platform watches, how the threshold is computed, and why an alert always carries its evidence.
• How to read an alert with View evidence, to acknowledge it (yours alone), and that an anomaly resolves on its own.
• How to build, save, open and export a custom report, and why a saved report keeps neither dates nor results.
• How to read the cost by campaign, carrier and agent, and that it is gross usage, not the invoice; off by default and for administrators only.