Use the Dialer dashboard to filter campaign activity, review call outcomes, compare agent performance, open call details in Conversation History, and export report data as CSV. Admins and authorized Contact Center Supervisors can access it through Admin Portal > Analytics > Reports > Dialer.
Use the Dialer dashboard to track campaign activity, review call outcomes, and compare agent performance.
Who can use this
Company, Office, and Contact Center Admins can view Dialpad Dialer analytics. Contact Center Supervisors can also view the dashboard if they have analytics access.
Open the dashboard
To access your Dialer analytics, go to the Dialpad Admin Portal.
Select Analytics
Select Reports
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Select Dialer
Dashboard filters
Use the filters at the top of the dashboard to focus on the activity you want to review:
The dashboard displays its reporting time zone and last-updated time near the title.
The Dialer report currently offers the following filters:
- Offices | Contact Centers
- Date range (for example, Past 7 days)
- Campaign
- Dispositions
- Quality call
- Agentic mode
The Quality call filter lets you view all calls, Quality calls, or non-quality calls. The dashboard and leaderboard update to match the selected filters.
Dashboard metrics
| Metric | What it shows |
| Total calls | Total Dialer calls for the selected filters. The widget also shows an average per day. |
| Connected calls | Number and percentage of calls connected to a live contact. The widget can also show the average per day and average per agent. |
| Unconnected calls | Number and percentage of Dialer calls that did not connect to an agent. The widget also shows an average per day. |
| Machine detected calls | Number and percentage of calls detected as a machine (voicemail/IVR). The widget can also show the average per day. |
| Machine detected rate | Share of calls detected as a machine, with a breakdown of calls where a voicemail was left and calls where no voicemail was left. |
| Unconnected reasons | Breakdown of unconnected calls by Lead rejected, Lead abandoned, and No agents available. The percentages show each reason's share of the unconnected calls in the breakdown. |
| Quality calls | Quality and non-quality connected calls, plus the total connected calls and the Quality-call percentage. |
| Average handle time | Average call handle time over the selected period, shown as a trend. |
| Active talk time | Total time agents spent talking across the selected calls. |
| Average talk time | Average agent talk time across the selected calls. |
| Disposition rate | Share of calls with a disposition. |
| Leaderboard | Agent-level view of the filtered campaign results. |
Use these metrics to answer questions like:
Are our campaigns reaching the right people at the right time?
Which lists or campaigns have the highest answer and conversion rates?
Which dispositions are most common (for example: not interested vs. wrong number)?
Open call details
Select a linked metric to open the related calls in Conversation History. The selected dashboard filters are carried into the call list when supported.
Export Dialer data
Easily export data for offline analysis or team sharing directly from the Dialer Report (which aggregates metrics by campaign, agent, and more)
To export the report:
- Filter the Dialer report as desired
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Select Export (.csv) to download report data
- Select Schedule or Send now
Exports include the following details:
Campaign and Contact Center identifiers
Lead identifiers and phone numbers
Call results, dispositions, and timestamps
Agent who handled the call
Basic handle and talk time metrics