Campaign performance
Overview
The Performance tab reports how a payment recovery campaign is doing: how many people you reached, how many were verified as the debtor, how much they promised to pay, and what is holding 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 below are built on debts, promises to pay, and verified-debtor checks. If a payment recovery campaign has no Performance tab, the feature is not enabled for your account yet. Contact your Moveo representative.
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 it cannot be calculated, most often because its denominator is zero. That is not the same as 0, which means the value was measured and 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 one directly above it, not with Attempts:
- Hit rate — Responded ÷ Attempts
- RPC rate — Verified debtors ÷ Responded
- Conversion — Promised ÷ Verified debtors
Rates are rounded to a whole percentage. A stage counts a person once, however many messages or channels the campaign used to reach them, and 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 are carried forward flat 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 be recorded without an amount attached. When that happens the chart is replaced by the message No promise has an amount attached yet.
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 is stopped by 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), splits them into four fixed length ranges, and shows each range as a share of all answered calls. The card is on every payment recovery campaign, so a campaign that does not place calls shows the empty state instead.
| 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 just 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 all answered calls, 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%.
Answered means the other end sent something back. It is not a confirmed pickup from the phone carrier. A call that went to voicemail counts as answered, because the AI Agent plays its opener to the machine and the recorded greeting comes back as a message. Voicemail cannot be separated out yet.
Dials that rang out, failed, or were rejected are left out. 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.
Duration runs from the start of the conversation, when the campaign places the call, to the last message in it. It stops at the last message rather than when the conversation closes, because a voice conversation stays open for minutes after the call ends and counting that wait would make every call look longer. This is Moveo's own measure and will not match a carrier's billed duration exactly.
The chart reaches back 189 days, so older calls drop out. When a campaign has no answered calls yet, the chart is replaced by No data available and No answered calls have been recorded for this campaign yet.
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, and for the same day it will 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.