Dialer Agent Performance

The Dialer Agent Performance Report allows you to analyze and monitor agent performance within the dialer portal. It provides insights into metrics such as break time, total call duration (incoming and outgoing), and missed calls.


Date Selection

  • Click on the date selection tool, as shown in the screenshot above.
  • The date selection tool allows users to define the time range for the dashboard data. Users can select predefined ranges (e.g., Last 7 Days, Last Month) or choose a custom time frame by specifying start and end dates/times. However, the filter allows the selection of a maximum of 30 days in one go to ensure optimal performance and data accuracy.

Agent/Agent Group Filter

This feature helps you filter the report based on selected agent groups and individual agents.

  1. Click Agent/Agent Group from the top-left corner of the page.
  2. Select the desired Agent/Agent Group from the list.
  3. Click Search.

Key Performance Indicators (KPIs)

  • Below is a table explaining the KPIs available in the Dialer Agent Performance Report:
Field NameDescription
Agent NameName of the agent being monitored for dialer activities.
GroupThe group the agent is assigned.
Intercom IDThe unique intercom ID assigned to the agent.
First Login TimeTime when the agent first logged into the dialer system for the day.
Last Logout TimeTime when the agent logged out of the dialer system.
Logged In DurationTotal time the agent was logged into the dialer system.
Break DurationTotal time the agent spent on breaks during their logged-in session.
Campaign NameName of the dialer campaign(s) the agent participated in.
Total CallsTotal number of calls dialed or received by the agent.
Average Calls/DayAverage number of calls handled daily by the agent.
Average Inbound Calls/DayAverage number of inbound calls handled daily by the agent.
Total Answered CallsTotal number of calls answered by the agent.
Average Outbound Calls Answered/DayAverage number of outbound calls answered daily by the agent.
Outbound Calls AttemptedTotal number of outbound calls initiated by the agent.
Outbound Calls AnsweredTotal number of outbound calls successfully answered by customers.
Outbound Transferred Calls AnsweredTotal number of answered outbound calls transferred to another agent or system.
Inbound Calls AnsweredTotal number of inbound calls answered by the agent.
Inbound Transferred Calls AnsweredTotal number of inbound calls answered by the agent after being transferred.
Total Missed CallsTotal number of missed calls (not answered) during the agent’s logged-in duration.
Inbound Calls MissedTotal number of missed inbound calls.
Transferred Calls MissedTotal number of missed transferred calls.
Total Available DurationTotal time the agent was available to handle calls.
Total Ring DurationTotal time the agent’s phone rang for incoming and outbound calls.
Total In-Call DurationTotal duration the agent spent on calls (including talk time and hold time).
Total Inbound In-Call DurationTotal talk time spent on inbound calls.
Total Outbound In-Call DurationTotal talk time spent on outbound calls.
Total Idle DurationTotal time the agent was idle (logged in but not handling calls).
Occupancy RatePercentage of time spent actively handling calls compared to total logged-in time.
Average Call Handling DurationAverage time spent per call, from start to finish, including wrap-up.
Total Hold DurationTotal duration for which calls were placed on hold.
Average Hold DurationAverage hold duration across all calls.
Average Inbound Call Handling DurationAverage time spent handling inbound calls, including ringing and talk time.
Average Outbound Answered Call Handling DurationAverage time spent handling answered outbound calls.
Maximum Call Handling DurationLongest duration of a single call handled by the agent.
Total Wrap Up DurationTotal time spent by the agent in wrap-up after calls.
Average Wrap Up DurationAverage time spent wrapping up after each call.
Not Connected DurationTotal time spent on calls that did not connect successfully (e.g., no answer, busy tone).

Download and Export Reports

FieldDescription
Download Archived ReportsAllows downloading of previously archived call reports. These reports are stored in a pre-processed format for easy access.
ExportClick Export to download the report as a .csv file.