Export Caller Status and Activity Data

The Caller Activity Details report shows what each caller did during a selected time range, including how long they were on calls and what results they recorded. The report helps admins monitor caller performance and troubleshoot issues in their ThruTalk campaigns. It’s especially useful for assessing call volume, identifying training needs, and verifying list quality.


TABLE OF CONTENTS


What Is the Caller Activity Details Report?

The Caller Activity Details export summarizes each caller’s activity during the selected date range. The report is available as an account-level export. ThruTalk Account Exports can be accessed by clicking on Export in the ThruTalk Tools navigation menu. 

Select the Export Type - Account Caller Activity Details, pick the date range, and click New Export. Once it has finished, click Download, and a CSV file will download to your computer.


You can review caller activity in several places:

  • Real Time: Caller activity can also be viewed in real time on the Campaign Details page. For more details, see our guide on Caller Activity Statuses. 
  • Manual Export: To better understand each column in the export, check out our guide on ThruTalk Export Types.
  • Nightly S3: You can also receive this export via nightly S3 export delivery. For setup instructions, review our guide Nightly S3 Export Delivery.

Use the Caller Activity Details report to review individual caller behavior. This report shows:

  • All callers and dialing stats from the selected time range.
  • Total time spent in calling sessions.
  • Script call results recorded by each caller.


How Each Time Bucket Works

  • In Call Time: The total time a caller is actively connected on answered calls. Use it to measure true talking time.
  • Ready Time: The time from clicking Ready to the next answered call. Use it to understand queue wait and caller readiness. 
  • Wrap-Up Time: The time after a call ends before the next action. Consistently high values often point to script complexity or callers taking long breaks after calls.
  • Start Session Time: This is the short “getting started” time at the beginning of a calling session. Use it to see how quickly callers move from signing in to being ready. If Start Session Time is high, confirm onboarding steps and remind callers to click Ready as soon as they’re set.
  • Transition Time: Any short between-action time during a session that isn’t Ready, In Call, or Wrap-Up. Use it to find callers with connection issues or UI confusion.


How to Calculate Dials per Hour per Caller

You can use this report to calculate dials per hour per caller—a helpful metric to understand call volume across your team.

Here’s a general formula:

Total Dials ÷ Unique Callers = Dials per Caller (DPC)
DPC ÷ Total Productive Hours = Dials per Hour per Caller

To calculate:

  1. Get Total Dials from the Account All Dials export.
  2. Get Total Productive Hours from the Caller Activity Details export in_call_time + ready_time.
  3. Add up the total number of unique callers from the Caller Activity Details export.

Example:

  • Total dials: 36,724
  • Number of callers: 18
  • Time spent productive: 7.5 hours
36,724 ÷ 18 = 2,040 dials per caller
2,040 ÷ 7.5 = 272 dials per hour per caller

Formula Notes:

  • Productive Time = Ready Time + In Call Time. These are the only periods that directly create or handle calls. Exclude Wrap-Up, Start Session, and Transition because they don’t generate new dials.
  • Why These Count: Ready Time is the queue wait between clicking Ready and the next answered call; In Call Time is connected talk time. Raising the throttle shortens Ready Time and increases Dials per Hour, but can also increase Drops. Review our guide, ThruTalk Dial Pacing, for information on drops vs. wait times.
  • Total Dials should include all answered and unanswered dials attempted in the selected time range.
In your spreadsheet program, time columns may be interpreted as clock times (AM/PM) instead of durations (HH:MM:SS). To sum durations accurately, select those columns and format them as Duration. 


Using the Report for Quality Assurance

Admins can use the Caller Activity Details Report data to perform quality assurance checks on their callers. This report can identify trends or behaviors that might indicate training needs, list issues, or possible misuse.


Patterns to look for:

  • Unusually high use of script call results compared to peers may suggest the caller is clicking incorrect responses. Learn more about script call results. Review our guide, Call Results, for descriptions of each result. 
  • High numbers of deliverability_errors may suggest the list includes many disconnected or unreachable numbers. 
  • Time Review:
    • High Ready, Low In Call → Long wait times or list issues. 
    • High Wrap-Up → Complex post-call steps or training needed.
    • High Transition → The caller is not following standard calling patterns.


NOTE: The Caller Activity Details Report had time columns Ready, Wrap Up, Start Session, and Transition Time added in October 2025. These columns will fill in data for reports with a start date after June 10th, 2025. If pulling past data before this date, the additional columns will have no or inaccurate data.