Phone contactability: knowing whether your numbers still work

When an outbound number gets flagged as spam, or simply starts performing worse, the first thing you notice is that the team is calling as much as ever and far fewer people are picking up. The Phone contactability tab puts that in front of you: what share of calls gets answered overall, and how each individual number is behaving.

1. Where to find it

In the side menu, open Analytics and pick the Phone contactability tab, second in the row.

If you can't see the tab, your profile doesn't have the analytics permission. Ask whoever administers the account for it.

2. The global contact rate

The chart at the top answers a single question: out of all the calls that went out, how many were answered, day by day.

• The dashed horizontal line is the period's global average, with its value written next to it. It's the benchmark every number below is compared against.
• If no calls were placed on a given day, the line breaks: you get a gap, not 0%. That way a quiet weekend doesn't look like a disastrous day.
• Buckets are hourly when the selected period covers two days or less, and daily otherwise.

3. The breakdown by number

Below the chart sits the Breakdown by number table: one row per outbound number on the account. All of them show up, including paused numbers and ones that placed no calls at all in the period.

What each column means

• Calls placed — outbound calls made from that number during the period.
• Calls answered — how many of those the other person picked up.
• Contact rate — answered over placed, as a percentage. A dash means no calls were placed.
• Deviation (pts) — the gap between that number's rate and the global average, in percentage points. A +7.5 means "seven and a half points above average", not "7.5% better". Green above, red below.
• Status — the summary of the three situations described next.

You can sort by any of the four numeric columns by clicking its header. By default the table is sorted by contact rate, lowest first, so the worst-performing numbers surface at the top. Rows with no data always sink to the bottom, so they never take the worst number's place.

What the statuses mean

The cut-off is 100 calls. Below that, a percentage says very little: twenty calls with three answered is 15%, and that can be pure chance.

The dropdown at the top left of the table filters by status, and the counter on the right reminds you how many numbers you're looking at out of the total.

When a row turns red

On top of the status, a row is highlighted in red when that number has 100 calls or more and its rate is more than 10 points below the global average. It's a separate warning from the status: a number can still read OK and yet clearly lag behind the rest.

4. Comparing one number against the average

Every row has a pin icon to the left of the number. Pin it and that number draws its own coloured line over the global chart; the coloured dot next to the number in the table matches its line.

• You can pin several numbers at once and compare them against each other and against the average.
• Pinned numbers stay at the top of the table.
• Clear comparison, at the top right of the chart, removes them all in one go.
• The selection is saved in your browser, so it's still there next time you come back.

5. Period and Sales Brain (Playbook)

Two filters at the top of the screen affect the chart and the table at the same time:

• Period: this week, last week, this month, last month, last 30 days, last 60 days, last 2 months, or a custom range. Single-day periods are deliberately unavailable: a per-number contact rate needs volume to mean anything.
• Sales Brain (Playbook): all of them are included by default. Pick one and only that Sales Brain (Playbook)'s calls are counted, which lets you see whether a number works well for one kind of campaign and badly for another.

6. Exporting to CSV

The download icon next to each title exports what you're currently looking at, filters included:

• The chart one downloads the global series: one row per day (or hour) with calls placed, calls answered and the rate.
• The table one downloads the breakdown: one row per number with its totals, rate, deviation and status, plus an extra column flagging the numbers that sit clearly below average.

The file's headers are in English regardless of the language you use the app in.

7. Which calls are counted

So the figures match what you expect, it's worth knowing what goes into the calculation:

• Outbound calls only. Inbound calls don't count.
• Only calls that finished processing correctly.
• A call counts as answered when the other person picked up.
• WhatsApp calls are not included. This tab measures traditional telephony; contactability for WhatsApp calls will be covered separately.

Relevant scenarios

• A team placing a high volume of calls every day. Check the tab once a week with the last 30 days period. If a number that used to read OK turns red or moves to Possible SPAM, pull it out of the rotation before it burns through more of your contact base.
• Several numbers split by region or campaign. Pin two or three and compare them on the same chart: if they all drop together, the problem isn't the number, it's the timing or the contact base; if only one drops, it's that number.
• A brand-new number just put into service. It will read "Not enough data" until it reaches 100 calls. That's expected: wait for volume before drawing conclusions.
• Unsure whether a drop is real. Export the chart CSV and compare it with the previous period: the export respects the filters, so you can pull both ranges and look at them side by side.

Conclusion

Phone contactability turns a hunch ("it feels like fewer people are answering") into something you can check number by number. Review it regularly, trust the status only when there are at least 100 calls behind it, and use the comparison to tell a burnt number apart from a bad week for the whole team.