January 22, 2016 blog

Last month, we introduced a new application to our industry leading number cleaning platform: SpamSentry. SpamSentry was built to help prevent malicious and unwanted phone calls from reaching your business. Alongside this new technology, we have also introduced two new reports that provide additional insight into how many spam calls are actually attempting to reach your business and the success rate of blocking these calls. Specific details regarding these recently released reports are addressed below:

SpamSentry Summary Report

The SpamSentry Summary Report aggregates your call data by phone number to display how many spam calls, false positives, and valid calls were identified and where applicable, transferred to your business. Below are DialogTech’s definitions of the previous call types:

Valid Call – The call was recognized as a real call and transferred to your business.

Spam Call – The call was detected as possibly being spam, challenged with a dynamic IVR, and did not successfully bypass it to reach your business. *Note: Any calls marked as spam do not appear in any other DialogTech reports and subsequently, you are not charged for these calls.

False Positive – The call was detected as possibly being spam, challenged with a dynamic IVR, and the caller successfully bypassed the IVR and was transferred to your business. In other words, this call was likely a live person but was detected as being spam due to some trigger on their end that our technology flagged.

Early Hangup – If the call disconnected prior to being processed by our SpamSentry application, we display this status since no determination could be made as to whether or not the call was or was not spam.

SpamSentry Summary Report

The image above is an example of a processed SpamSentry Summary Report. As you can see, it displays each phone number in your DialogTech account and aggregates the amount of valid calls, spam calls, and false positives the number has accumulated. The report also displays the percentage each status type contributes to the total calls the number has received.

SpamSentry Summary Report - highlighting campaign phone number

The number “(844) 565-6500” in the screenshot above, is an example of a number that received a significant amount of spam calls. If those calls had not been blocked, they would have had a significant negative effect on the digital campaign associated with that number. These spam calls would have led the marketer to believe that “Campaign 06422” is performing much better than it actually is. Therefore, the marketer would have likely invested more ad spend into this poor performing campaign which would result in less than ideal ROI.

SpamSentry Detail Report

The SpamSentry Detail Report provides insight into the detection result of every non-valid call that hit the DialogTech numbers within an account. On a per call basis, this report provides detail into if that call was identified as spam, a false positive, or as an early hangup.

SpamSentry Detail Report

As always, these reports can be scheduled and sent to one or multiple persons at a timeframe of your choosing. They are also exportable at anytime into a variety of formats including word doc, excel files, and HTML.

To find these reports in your account, click on the Analytics tab and look under the Call Tracking reports section. If you do not have SpamSentry turned on, please contact support at (877) 295-5100, option 2.

About the author:

Jonathon Byrd

Customer Success Director, DialogTech

As a Customer Success Director at DialogTech, Jonathon enjoys partnering with enterprise organizations to optimize their customer life cycles. He acts as a strategic partner in identifying and planning solutions for offline conversion attribution and enhanced call analytics. Outside of DialogTech, he is an avid traveler and music enthusiast.

See more posts by Jonathon Byrd

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