The Dialer Performance dashboard answers one question: is the floor working, and if not, why. Everything on it comes from a single query, so no two numbers on this screen can disagree with each other.
Open it from Dashboard → Dialer.
Every term used here is defined once in How Calls Actually Work. If "connected" and "answered" sound like the same word to you, read that page first — the difference is the whole point of this dashboard.
🧭 What is on the page#
The order is deliberate. Headline numbers first, then why they are what they are, then who and which list produced them.
📊 The six tiles#
| Tile | What it tells you | Act on it when |
|---|---|---|
| All calls | Every call in the window, inbound and outbound. | You want raw volume. The subtitle shows how many were dialled out. |
| Connects | Real conversations between a rep and a person. | This is the number that pays. |
| Connect rate | Connects ÷ dials. | It drops without your dial count dropping — check Screened and Bad number. |
| Avg talk time | Averaged over every conversation. | It falls sharply: reps are being handed calls that are not ready. |
| Reps online | Who is actually able to take a call. | It is lower than you expect mid-shift. |
| Appointments | Outcomes booked. | The whole point. |
A tile showing — means not measured, not zero. We never print 0% for something we could not measure, because a false zero gets a good list or a good rep cut.
🧱 What happened to every dial#
One stacked bar covering every dial in the window, split into outcomes that never overlap. The segments always add up to your dial count exactly.
Three segments are worth money the moment you look at them:
🙅 Declined
They saw the call and said no. High numbers point at your caller ID reputation or a tired list — not at your reps.
🔙 Rep hung up first
You cancelled before they could answer. This is pacing. Lower lines per rep or add reps.
☎️ Bad number
Numbers that do not exist. Clean these out and stop paying to dial them.
Hover any segment for its exact count and share. Hover a key entry for a plain-English explanation of what that outcome means.
👥 Who actually picked up#
Three things look like an answer and only one is sellable. This panel separates them:
| Card | Meaning |
|---|---|
| Talked to a person | A rep and a lead on the same call. |
| Picked up, no rep | They answered and got nobody. Your abandonment number. |
| Answering machine | Detected as a machine, never counted as a conversation. |
| Handset screened it | iPhone or carrier screening answered instead of the person. |
| Avg conversation | Across every call, with the long-call average shown beside it. |
Machines and screening fail differently. A machine means leave a message. A screened call means a real human may still call you back. Merging them hides both, which is why they are counted apart.
📅 Calls by day#
Dials and connects as paired bars on one shared scale — never two scales, because connects are a subset of dials and a second axis would let a bad day draw like a good one.
Bars are bucketed in your time zone. Hover a day for dials, connects and the rate for that day.
📋 Connect rate by list#
Which lists are worth calling. Bars are sized by rate, not volume, because "which list did we call most" is not the question.
A list with fewer than 10 dials shows its dial count and no bar at all. A rate from four dials is noise, and shown as a percentage it gets a good list deleted.
🏆 Leaderboard#
Your reps, ranked. Sort by connects, dials, connect rate, or talk time by clicking the buttons in the panel header.
Default sort is connects, because it rewards conversations rather than whoever burned through the list fastest.
A rep under 10 dials shows a dash instead of a rate, and can never win a rate-based sort. Ranking a rep with four dials as your best closer is how a good rep gets moved off a good list.
🔍 Filters and export#
Pick a range
Use the pills for common ranges, or the Range dropdown for the full list including custom dates.
Narrow to one rep
The Rep filter shows the reps you are allowed to see. Managers see their team, owners see everyone. Choosing a rep narrows every panel at once.
Set custom dates
Choose Custom dates in Range, then set From and To. Dates are read in your own time zone.
Export
Export downloads the leaderboard as a CSV with the filters you applied. An unmeasured rate exports blank, never as 0.
🩺 When a number looks wrong#
Everything reads — or 0
Hard-refresh the page first (Cmd+Shift+R or Ctrl+F5). If it persists, your session may have expired — the page will say so. See Troubleshooting.
Today shows nothing but reps are dialling
Check your time zone in your profile. If it is wrong, today's calls may be filed under yesterday. See How Calls Actually Work.
Connect rate dropped and dials did not
Look at Screened and Voicemail in the outcome bar. A rise in either lowers your rate without anybody doing anything wrong. Then check Bad number.
The bars do not add up to the dial count
They always should. If they do not, report it — that is a real bug, not a rounding quirk.
🆕 What changed recently#
Dashboard
This whole dashboard was rebuilt. It now shows what happened to every single dial in eleven categories that always add up to your dial count, so nothing is hidden in an "other" pile.
Three numbers were corrected. Average talk time now counts every conversation rather than only the long ones, so it reflects your real floor. Connect rate now counts voicemail-answered dials in the total, because a dial that reached a machine is still a dial. The daily chart now counts outbound calls only, in your own time zone.
Your connect rate may read slightly lower than before. It was previously overstated — nothing about your calling changed.
The leaderboard moved here from its own tab, with sorting and CSV export.
See What's New for the full history.