When analyzing call-related data in EnrollHere’s metrics and compliance features, users may notice discrepancies, such as differences between "Total Calls Incoming" and "Total Calls Connected" or mismatches in the number of calls displayed for compliance. Below, we explain these differences to help clarify how the platform tracks and presents this data.
Understanding Call Metrics
Within the platform’s call tracking tools, various metrics are recorded to provide insights into call activities. However, differences in what these metrics represent can sometimes cause confusion.The key difference between "Total Calls Incoming" and "Total Calls Connected" is how these metrics are defined:
Total Calls Incoming: This metric only tracks the number of calls entering the platform as inbound calls.
Total Calls Connected: This metric includes both inbound calls that were successfully answered and outbound calls where a connection with a recipient occurred.
This means that "Total Calls Connected" will typically have a higher count because it includes both outbound and inbound connection events.
Navigating Compliance Data
The compliance tab on EnrollHere provides a summary of successful calls. However, users might observe fewer calls displayed in this section compared to their total call count. This is because the compliance section only lists calls that are the below successful dispositions:
App Submitted
App Submitted Double Sale (Counted twice)
App Submitted + Ancillary
App Submitted + MedSupp
This filtered view ensures compliance tracking focuses solely on calls relevant to operational or legal standards rather than every call interaction.
Summary
Discrepancies in call metrics and compliance data are due to differences in the scope and purpose of the metrics being tracked. Understanding these distinctions can help optimize data analysis and provide clarity when navigating metrics within EnrollHere.