Campaign performance
Overview
The Performance tab reports how a payment recovery campaign is doing. It shows how many people you reached, how many the AI agent verified as the debtor, how much they promised to pay, and what holds the campaign back. For outbound voice campaigns, it also shows how long the calls run.
Open a campaign from the Campaigns list, then select Performance. The tab sits between Overview and Conversations.
Only payment recovery campaigns have a Performance tab. Outreach campaigns do not, because the metrics on this page depend on debts, promises to pay, and verified-debtor checks.
Every number covers the whole campaign since it started. There is no date filter on the tab. The call duration chart is the one exception: it reaches back 189 days.
A metric shows — when Moveo cannot calculate it, most often because its denominator is zero. That is not the same as 0, which means that Moveo measured the value and it came out at zero.
Campaign results
Five tiles summarizing the money and the commitments.
| Tile | What it counts |
|---|---|
| Debt amount | Total outstanding balance across every debt linked to the campaign |
| Total promised amount | Total amount promised across the campaign |
| PPA | Average promised amount, across the promises that carry an amount |
| PTP | People who committed to pay |
| Debts with a promise to pay | Debts covered by a promise |
PTP counts people and Debts with a promise to pay counts debts, so they differ whenever one person owes on more than one account.
Total promised amount also shows the share of the total debt that has been promised, with a progress bar underneath. The bar stops at full when a campaign promises more than the debt on file, but the percentage next to it keeps climbing past 100%.
Amounts use the campaign's own currency, taken from the audience you uploaded. When no currency can be found, the tile shows a bare number with the caption campaign currency.
Outreach conversion
A four-stage funnel, with a conversion rate on each step between stages.
| Stage | What it counts |
|---|---|
| Attempts | People the campaign tried to reach, counting sent, failed, and replied |
| Responded | People who replied |
| Verified debtors | People who replied and were confirmed as the debtor |
| Promised | People who committed to pay |
Each rate compares a stage with the preceding stage, not with Attempts:
- Hit rate: Responded ÷ Attempts
- RPC rate: Verified debtors ÷ Responded
- PTP rate: Promised ÷ Verified debtors
Moveo rounds rates to a whole percentage. A stage counts a person once, however many messages or channels the campaign used to reach them. A failed delivery still counts as an attempt.
Promises over time
Two running totals across the life of the campaign, one in debts and one in money.
- Cumulative PTP count: promises to pay, adding up day by day
- Cumulative promised amount: the money behind those promises, in the campaign currency
Days with no activity carry the previous value forward rather than dropping to zero. Hover any point for the exact value on that date; the axis labels round large numbers for readability.
The amount chart is empty more often than the count chart, because a promise can have no amount attached. When that happens, the message No promise has an amount attached yet. replaces the chart.
Barriers to progress
What is stopping the campaign, split into two groups.
- Disputes: Disputed debts, the count of debts marked as disputed, and Dispute rate, the share of verified debtors who disputed a debt. The rate is a share of verified debtors, not of everyone contacted.
- Campaign exclusions: Stopped subscribers, the people the campaign no longer contacts. A contact stops after an opt-out, by a compliance profile rule, or by reaching the end of their journey.
Call duration
Only outbound voice campaigns fill this chart. It covers calls on the voice channels (Twilio, Telnyx, and web voice) and splits them into four fixed length ranges. It shows each range as a share of answered calls, excluding voicemail. The card is on every payment recovery campaign, so a campaign that does not place calls shows the empty state instead.
Above the chart, the card shows two figures for the same calls as the bars.
| Figure | What it shows |
|---|---|
| Conversation time | Total duration of the answered calls, excluding voicemail |
| Avg. per call | Conversation time divided by the number of those calls |
Conversation time drops the seconds after the first minute, so it reads 20h 40m, 12m, or 45s. When some calls went to voicemail, a line such as + 1h 12m voicemail shows under it. Without voicemail time, the card hides the line.
The info icon next to Conversation time explains where the time comes from. It is not your billed minutes, because the carrier rounds each call up. Telnyx inbound calls and Telnyx calls to SIP addresses round up to the next 6 seconds. Every other call rounds up to the next minute. See Voice call billing.
The bars use four ranges.
| Range | Call length |
|---|---|
<30s | Under 30 seconds |
30-60s | 30 seconds to 1 minute |
1-2m | 1 to 2 minutes |
>2m | 2 minutes and over |
All four ranges always appear, including any that hold no calls.
A range starts at its lower bound and stops short of the next one. A call of exactly 30 seconds is in 30-60s, and a call of 29.9 seconds is in <30s. The last range starts at exactly 2 minutes, so a 2-minute call sits there.
Each bar is that range's share of answered calls, excluding voicemail, worked out on its own. The four are never adjusted to total 100. Three equal ranges come out at 33.33% each, which adds up to 99.99%. On top of that, the bars round to whole numbers, so they can read 99% or 101%. A range that holds calls but less than 1% of them shows <1% instead of 0%.
If the other end sent something back, or if the carrier reports an answer, the call counts as answered. The carrier signal also counts a person who picked up and said nothing. Neither signal proves that a person answered. A call that went to voicemail counts as answered too. The carrier counts a machine pickup as an answer, and the recorded greeting can come back as a message. The Voicemail detection tool of the AI agent marks a call as voicemail. The card leaves voicemail calls out of the bars, Conversation time, and Avg. per call, and shows their time on a separate line.
The chart leaves out dials that rang out, failed, or that the other end rejected. Most dials on a voice campaign end that way and last under a second, so counting them would push almost the whole chart into the first range. The chart tells you how long your conversations run. It does not tell you how often people pick up.
For a call with a carrier record, the duration is the carrier's call time, from answer to hang-up. For a call that transfers to a human agent, the transfer leg is not added, because the first leg stays open for the whole call. A call without a carrier record, such as a web voice call, uses Moveo's own measure. That measure starts with the conversation, at the moment the campaign places the call, and stops at the last message in it. It does not stop at the close of the conversation, because a voice conversation stays open for minutes after the call ends. Neither measure rounds the way the carrier bills.
The chart reaches back 189 days, so older calls drop out. If the campaign has no answered call yet, the card shows no figures. In place of the chart, it shows No data available and No answered calls have been recorded for this campaign yet. If the campaign has only voicemail calls, a line such as 1h 12m of voicemail shows under the empty state.
When numbers appear
- Recovery metrics, the funnel, and the promise charts refresh within about five minutes of the underlying activity.
- A call joins the duration chart only after its conversation closes, which is about ten minutes after the last message on it. Accounts set to hold conversations open for longer take more than that.
- Today's chart is always incomplete while a campaign is still dialing. It keeps changing for about ten minutes after each call ends. For the same day, it does not match the voice conversation counts on the Analytics pages, which do not wait for a conversation to close. The two agree once the conversations close.
If the whole tab fails to load, it shows Something went wrong with a Reload button.