Quick reference for every metric you'll see in Sales Dialer dashboards and reports.
Call Metrics
| Term | Definition |
|---|
| Calls Dialed | Total outbound call attempts |
| Answered Calls | Calls picked up by a person |
| Unanswered Calls | Calls that rang without answer |
| Abandoned Calls | Calls dropped before an agent connects (Predictive Dialer) |
| Voicemail Drops | Pre-recorded voicemails left for contacts |
| Calls Answered by Machine | Calls flagged by Answering Machine Detection |
Rate Metrics
| Term | Definition |
|---|
| Connect Rate | Answered calls ÷ total calls dialed |
| Success Rate | Calls with a positive disposition ÷ total answered calls |
Time Metrics
| Term | Definition |
|---|
| Campaign Time | Total agent time on a campaign (conversation + after-call work + pause) |
| Conversation Time | Time spent talking on answered calls |
| After Call Work (ACW) | Time on the disposition/notes screen after a call |
| Pause Time | Time agents spent in a paused state |
Campaign Metrics
| Term | Definition |
|---|
| Active Contacts | Contacts eligible to be dialed |
| Dialed Contacts | Contacts already attempted |
| Overdue Calls | Scheduled follow-ups or reattempts past their due time |
| Campaigns Created | Total campaigns created in the selected date range |
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