Call outcomesWhere every dial goes. Dials split into connects and not connected; connects split into handled and abandoned; conversations are the handled calls that lasted.
DialsCalls the dialer placed, counted once per attempt — answered or not, agent-handled or not.
ConnectsDials a live person answered, so the dialer reached someone: the ones an agent handled plus the ones abandoned because nobody was free. Connects = handled + abandoned.Handled + Abandoned
HandledConnects an agent took: the dialer reached a live person and put them through to an agent. Handled = connects − abandoned.
AbandonedConnects the dialer dropped because every agent was on a call: a person picked up and nobody was there. Part of connects.
ConversationsHandled calls that became a real conversation — 30+ seconds of talk time.Handled calls with 30+ seconds of talk
Not connectedDials that never reached a live person: a machine, no answer, a busy line, a bad number, or a call an agent took that turned out to be no one. The reasons are listed below.Dials − Connects
Dials (for an agent)For one agent, the calls the dialer gave them — people, voicemail and silence alike. On an auto-dialer the campaign places the dials, so an agent’s dials are the ones that reached them, and they do not add up to the campaign’s dials.
RatesEach rate is one count divided by another, shown to the hundredth.
Connect rateConnects ÷ dials. What share of calls placed reached a live person. At agent level, connects ÷ the agent’s dials (the calls the dialer gave them).Connects ÷ Dials
Abandon rateAbandoned ÷ connects: of the live people the dialer reached, the share it hung up on because no agent was free. The legal limit is 3% per campaign over 30 days.Abandoned ÷ Connects · the legal limit is 3% per campaign over 30 days
Handle rateHandled ÷ connects. Of the live people the dialer reached, the share an agent was free to take. The rest were abandoned, so handle rate and abandon rate add up to 100%.Handled ÷ Connects
Conversation rateConversations ÷ handled. What share of the calls agents took became a real conversation.Conversations ÷ Handled
Connect rate (for an agent)For one agent, the share of the calls the dialer gave them that were a live person.The agent’s connects ÷ The agent’s dials
Not connected reasonsWhy a dial reached nobody. The dialer stamps a result code on every call; these are those codes in plain words.
MachineThe dialer detected an answering machine and hung up.
No answerThe phone rang out with nobody picking up.
BusyThe line was busy.
Bad numberThe number is disconnected or not in service.
Voicemail, after pickupThe dialer gave the call to an agent, but it was a voicemail.
Silence, after pickupThe dialer gave the call to an agent, but nobody was on the line.
No outcomeThe agent closed the call without picking an outcome, so who answered is unknown.
OtherAny other result code the dialer sent.
DispositionsWhat happened on a handled call, in your team’s own words.
DispositionThe outcome button an agent picks after a handled call — for example Not interested, Callback or DNC. Each campaign has its own list, set in the campaign’s settings.
Disposition settingsEach disposition can mark the lead do-not-call, schedule a callback, or finish the lead so it is not dialed again.
No disposition yetThe call was handled but no outcome has been recorded for it yet.
Agent timeHow an agent’s logged-in time splits, shown in hours and minutes.
Dial timeTime logged in to a campaign, ready to take calls or on one.Talking + Waiting + Wrap-up + Paused
TalkingTime an agent spent on calls with a person.
WaitingTime an agent was ready and waiting for the dialer to give them a call.
Wrap-upTime an agent spent picking the outcome after a call ended.
PausedTime an agent was logged in but paused, not taking calls.
Dead timeTime a call stayed open after the other person had hung up, before the agent closed it.
Customer timeTalking time with the customer actually on the line: talk time after taking away the seconds the call stayed open once they had hung up.Talking − Dead time
OccupancyOf the time an agent was available, the share spent on calls or wrapping them up. Paused time is left out of both sides, so this shows how busy the dialer kept them, not how hard they worked.(Talking + Wrap-up) ÷ (Talking + Wrap-up + Waiting)
Calls per hourDials for each hour of dial time. For one agent, the calls the dialer gave them for each hour they were logged in.Dials ÷ Dial time in hours
Share talking · Share pausedTalking or paused time as a share of dial time.Talking ÷ Dial time · Paused ÷ Dial time
Longest breakThe longest pause, or gap with the agent logged out, of 10 minutes or more.
Lists and leadsHow far through a list the dialer is.
Leads calledDifferent leads on the list that the campaign called in the date range.
Not called yetLeads on the list still waiting for their first dial.
Being workedLeads called at least once with more attempts to come.
FinishedLeads that reached a final outcome or used all their attempts.
Leads leftLeads on the list not finished yet: never called, or called and still being worked.Not called yet + Being worked
Cannot be calledLeads that are do-not-call, filtered out, or past the attempt limit.
Worked %Share of a list’s leads that have been dialled at least once. 100% worked means every lead has been tried, not that every lead has been reached.
Attempts per leadAverage dials per lead on the list, counting only leads that have been dialled.
Burn rateLeads the list finished per hour over the date range, counted in clock hours (days × 24), not calling hours.
Projected exhaustionLeads remaining ÷ burn rate: clock hours before the list runs out at the date range’s pace.
Phone numbersHow the numbers you call from are doing. These follow the phone network’s own measures, so they are not the same as connects.
Answer rateCalls from this number the phone network answered ÷ calls placed from it. Voicemail counts as answered, because that is how carriers judge a number.Calls the network answered ÷ Calls placed · voicemail counts
Pool dials todayCalls placed today from all the numbers in the pool.
Cap headroomHow many more calls the pool’s numbers can place today before they reach their daily limit.
Pool answer rateCalls from the pool’s numbers the phone network answered ÷ calls placed from them, over the last 7 days. Voicemail counts as answered.
WhenThe same counts, split by time.
By hour · By dayDials, connects and connect rate for each hour of the day or each day, in the workspace’s time zone.