DialedIn - Management Portal

Adjusted Duration

This is an internal report for use by DialedIn Support only

Agent Activity

This report lists all agent activity for the specified date range. Events such as Login, Waiting, Paused, etc. are listed along with the time of occurrence and any details attached to that event.

The table results include the following columns:

Rep	Agent login name
Campaign	Dialer Campaign
Event	Agent Activity Event
Duration	Duration of Event or Call
Date	Date of Event or Call
Phone	Phone Number
Call Status	Disposition of Call
Details	Details Attached to Event or Call

Agent Analysis

This report summarizes agent activity for the specified date range.

The table results include the following columns:

Date	Date of Event or Call
Rep	Agent login name
Campaign	Dialing Campaign
Hours Worked	This is total logged in time minus the time spent on paused status.
Contacts	Calls where contact was made. This is determined by the disposition type on the wrap up code.
Connects	Calls that connected. This is determined by the disposition type on the wrap up code.
CPH	This is the total amount of connects divided by the total hours worked.
Conversion Rate	Ratio of Sales/Leads/App disposition divided by total contacts.
Conversion Factor	Sales/Leads/App per Contact per hour.
Sale/Lead/App	Sales/Leads/App call status. This is determined by the disposition type on the wrap up code.
S-L-A/HR	Total Sales/Leads/App dispositions divided by the worked hours.
Call Backs	Calls Dispositioned as AGENTSPCB
Avg Talk Time	Total time spent on calls divided by the number of calls passed to agents.

Agent Pause Time

This report lists all of the breaks an agent took during the specified date range.

The table results include the following columns:

Rep	Agent login name
Campaign	Dialing Campaign
Session Login Time	Session Login Time
Session Logout Time	Session Logout Time
Pause Time	Time the Agent Started a Pause
Break Code	Reason for Pause
UnPause Time	Time the Agent Ended a Pause
Time Paused	Total Time Paused
Session ManHours	Session Man-Hours

Agent Session

This report lists all the login sessions for each Rep by day, along with the time of their first call.

The table results include the following columns:

Date	Date of Event or Call
Rep	Agent login name
LogIn Time	Time the Agent Logged In
First Call Time	Time the Agent made or received their first call
LogOut Time	Time the Agent Logged Out

Agent Summary

This report summarizes agent activity for the specified date range.

The table results include the following columns:

Date	Date of Event or Call
Rep	Agent login name
Dialed	Total Dial Attempts
Connects	Calls that connected. This is determined by the disposition type on the wrap up code.
Contacts	Calls where contact was made. This is determined by the disposition type on the wrap up code.
Hours Worked	This is total logged in time minus the time spent on paused status.
Sale/Lead/App	Sales/Leads/App call status. This is determined by the disposition type on the wrap up code.
CPH	This is the total amount of connects divided by the total hours worked.
S-L-A/HR	Total Sales/Leads/App dispositions divided by the worked hours.
Conversion Rate	Ratio of Sales/Leads/App disposition divided by total contacts.
Conversion Factor	Sales/Leads/App per Contact per hour.
Talk Time	Total Time Spent on Calls
Avg Talk Time	Total time spent on calls divided by the number of calls passed to agents.
Time Paused	Total Time Paused
Wait Time	Total Time Spent Waiting
Avg Wait Time	Total Time Spent Waiting divided by the number of times the agent went into waiting status.
Wrap Up Time	Total Wrap-up Time. Wrap up time includes after call work and time spent previewing a lead.
Avg Wrap Up Time	Total Wrap Up Time divided by the number of times the agent went into wrap up time status.
Logged In Time	Total Time Logged In

Agent Summary By Camp

This report summarizes agent activity for the selected campaigns and specified date range.

The table results include the following columns:

Rep	Agent login name
Dialed	Total Dial Attempts
Connects	Calls that connected. This is determined by the disposition type on the wrap up code.
Contacts	Calls where contact was made. This is determined by the disposition type on the wrap up code.
Hours Worked	This is total logged in time minus the time spent on paused status.
Sale/Lead/App	Sales/Leads/App call status. This is determined by the disposition type on the wrap up code.
CPH	This is the total amount of connects divided by the total hours worked.
S-L-A/HR	Total Sales/Leads/App dispositions divided by the worked hours.
Conversion Rate	Ratio of Sales/Leads/App disposition divided by total contacts.
Conversion Factor	Sales/Leads/App per Contact per hour.
Talk Time	Total Time Spent on Calls
Avg Talk Time	Total time spent on calls divided by the number of calls passed to agents.
Time Paused	Total Time Paused
Wait Time	Total Time Spent Waiting
Avg Wait Time	Total Time Spent Waiting divided by the number of times the agent went into waiting status.
Wrap Up Time	Total Wrap-up Time. Wrap up time includes after call work and time spent previewing a lead.
Avg Wrap Up Time	Total Wrap Up Time divided by the number of times the agent went into wrap up time status.
Logged In Time	Total Time Logged In

Agent Summary By Sub

This report summarizes agent activity by sub-campaign for the selected campaigns and specified date range.

The table results include the following columns:

Campaign	Dialing Campaign
Subcampaign	Dialing Sub-Campaign
Rep	Agent login name
Dialed	Total Dial Attempts
Connects	Calls that connected. This is determined by the disposition type on the wrap up code.
Contacts	Calls where contact was made. This is determined by the disposition type on the wrap up code.
Hours Worked	This is total logged in time minus the time spent on paused status.
Sale/Lead/App	Sales/Leads/App call status. This is determined by the disposition type on the wrap up code.
CPH	This is the total amount of connects divided by the total hours worked.
S-L-A/HR	Total Sales/Leads/App dispositions divided by the worked hours.
Conversion Rate	Ratio of Sales/Leads/App disposition divided by total contacts.
Conversion Factor	Sales/Leads/App per Contact per hour.
Talk Time	Total Time Spent on Calls
Avg Talk Time	Total time spent on calls divided by the number of calls passed to agents.
Time Paused	Total Time Paused
Wait Time	Total Time Spent Waiting
Avg Wait Time	Total Time Spent Waiting divided by the number of times the agent went into waiting status.
Wrap Up Time	Total Wrap-up Time. Wrap up time includes after call work and time spent previewing a lead.
Avg Wrap Up Time	Total Wrap Up Time divided by the number of times the agent went into wrap up time status.
Logged In Time	Total Time Logged In

Agent Summary By Ring Group

** Coming Soon **

Agent Time Sheet

This report lists all the login sessions for a Rep, along with the total Man Hours and Logged in Time.

The table results include the following columns:

Rep	Agent login name
Campaign	Dialing Campaign
LogIn Time	Time the Agent Logged In
LogOut Time	Time the Agent Logged Out
Logged In Time	Total Time Logged In
Man Hours	Total Time Logged In, Not in Pause
Time Paused	Total Time Paused
Talk Time	Total Time Spent on Calls
Avg Talk Time	Total time spent on calls divided by the number of calls passed to agents.
Wrap Up Time	Total Wrap-up Time. Wrap up time includes after call work and time spent previewing a lead.
Wait Time	Total Time Spent Waiting

Call Details

This report details each dial attempt made for the given parameters. If a custom table is specified, then the lead information fields from that table will also be displayed.

The table results include the following columns:

Date	Date of Event or Call
Rep	Agent login name
Campaign	Dialing Campaign
Subcampaign	Dialing Sub-Campaign
Phone	Phone Number
State	State Dialed
Country	Country Dialed
Attempt	Dialing Attempt Number
Caller ID	Caller ID for the dialing campaign/sub-campaign
Inbound Source	Caller ID and Description
Lead ID	Called party Lead ID
Client ID	Called party Client ID
Last	Lead Last Name
First	Lead First Name
Import Date	Date Lead Was Imported
Call Status	Disposition of Call
Is Callable	Disposition 'Is Callable'
Duration	Duration of Event or Call
Call Type	Type of Call
Details	Details Attached to Event or Call
Hangup	Indicates if the Agent hung up on the call
HoldTime	The amount of time that the call is on hold

Call Distribution

This report shows the distribution of call attempts based on the call attempt instance for the corresponding lead. It can be grouped by call attempt or by the age of the lead.

The table results include the following columns:

Attempt	Dialing Attempt Number
Dialed	Total Dial Attempts
Percent	Percentage

Call Distribution NOANS

This is an internal report for use by DialedIn Support only

Caller ID Swap Summary

This is an internal report for use by DialedIn Support only

Caller ID Swaps

This report lists all Caller IDs that have been replaced because they were flagged as spam. The number of calls and connect percentage looks back at the previous 30 days. Connects are calls that went through, which is not necessarily the same as what you may have configured as a "connect".

The table results include the following columns:

Date	Date of Event or Call
Phone	Phone Number
Description	Ring Group Description
Flagged By	Entity or entities that flagged the number
APIs Flagged
Calls	Number of Calls
Connect %	Percentage of Calls Connected
Replaced By	The Caller ID that replaced the original
From Bank	Whether replacement number was taken from banked numbers

Caller ID Swap Graph

This is an internal report for use by DialedIn Support only

Caller ID Tracking

This report summarizes outbound calls by the Caller ID used. Note that the graphic chart will not be included when the report is exported.

The table results include the following columns:

Caller ID	Caller ID used by the dialing campaign
Total Calls	Total Dials Made
Agent Calls	Number of Calls Dispositioned by an Agent
Connect %	Percentage of Calls Connected
Last 30 Days	Number of times this Caller ID has been used in the last 30 days

Calls Per Hour

The purpose of this report is to show how call volume fluctuates over each hour of the day.

The table results include the following columns:

Hour	The hour of the day for the call counts
Total Calls	Total number of calls
Connects	Number of calls that resulted in a connect, i.e., a call attempt that was successful reaching a person or answering machine
Contacts	Number of calls that resulted in a contact, i.e., a call attempt that was Connected and, in addition, the person answering was identified as the right contact
Sales/Lead/App	Number of calls that resulted in a sale, i.e., a call attempt that was Connected, the person answering was identified as the right Contact, and a positive action resulted from the call
Conversion Rate	The percentage of contact calls that resulted in a sale
Inbound	The number of calls that were inbound
Inbound%	The percentage of calls that were inbound
Abandoned Calls	The number of inbound calls that were abandoned by caller
Abandoned Rate	The percentage of inbound calls that were abandoned by caller
Outbound	The number of calls that were outbound
Outbound%	The percentage of calls that were outbound
Dropped	The number of outbound calls that were dropped by called party
Dropped Rate	The percentage of outbound calls that were dropped by called party
Talk Time	The aggregated amount of time talking during all calls
Avg Hold Time	The average amount of time that calls are parked, or put on hold
Avg Wait Time	The average amount of time that an inbound caller waits to be connected to an agent
Contact%	The percentage of calls that result in a ‘Contact’

Campaign Call Log

This report summarizes all dials by their disposition. Charts break down the call volume by 15 minute intervals, as well as graphical depictions of agent vs system handled calls and call status distribution.

Note that the charts will not be included when the report is exported.

The table results include the following columns:

Call Status	Disposition of Call
Description	Description of Call Status
Calls	Total Count of calls for this disposition
Percent	Percentage of calls for this disposition

Campaign Contact

This report summarizes outbound calls by Campaign.

Note that the graphic chart will not be included when the report is exported.

The table results include the following columns:

Campaign	Dialing Campaign
Total Calls	Total Dials Made
Agent Calls	Number of Calls Dispositioned by an Agent
Contacts	Calls where contact was made. This is determined by the disposition type on the wrap up code.
Connect %	Percentage of Calls Connected
Contact%	Percentage of Calls Contacted

Campaign Summary

This report summarizes campaign activity for the specified date range.

The table results include the following columns:

Period	Period included in the summary
Campaign	Dialing Campaign
Total Leads	Total Number of Leads in the campaign
Available	Callable Leads
Dialed	Total Dial Attempts
Dials per Hr	Dial Attempts per Hr
Avg Attempts	Average Dial Attempts on Leads in a campaign that has activity within the date range selected
Reps	Number of Agents included in the summary
Man Hours	This is total logged in time minus the time spent on paused status.
Logged In Time	Total Agent Time Logged In
Connects	Number of calls that connected. This is determined by the disposition type on the wrap up code.
Connect %	Percentage of Calls that resulted in a Connect
Contacts	Number of calls where a contact was made. This is determined by the disposition type on the wrap up code.
Contact%	Percentage of Calls that resulted in a Contact
Hangups	Number of calls that were hung up on
CPH	Connects Per Hour - this is the total amount of connects divided by the total hours worked.
Conversion Rate	Ratio of Sales/Leads/App disposition divided by total contacts.
Conversion Factor	Sales/Leads/App per Contact per hour.
Sale/Lead/App	Sales/Leads/App call status. This is determined by the disposition type on the wrap up code.
S-L-A/HR	Total Sales/Leads/App dispositions divided by the hours worked.
NoAns Rate	Percentage of calls that did not answer
Norb Rate	Percentage of calls that do not ring back
Drop Rate	Percentage of Connected Calls that were Dropped
Avg Wait Time	Total Time Spent Waiting divided by the number of times the agent went into waiting status.

Campaign Usage

This report breaks down all leads in a campaign by the number of dialing attempts on each, and if the lead is marked as callable or not.

Note that the charts will not be included when the report is exported.

The table results include the following columns:

Status	Indicates if a Lead is marked as Callable or Uncallable
Attempt	Dialing Attempt Number
Count	Total Number of Leads with that Number of Attempted Dials

Comparison Report

This report provides a side by side comparison of the selected KPIs for two custom periods of time.

Conference Transfer

** Coming Soon **

Contact Rate

This report summarizes Calls, Answers, Connects, Contacts and Conversions for the given date range.

The table results include the following columns:

Call Status	Disposition of Calls counted
Description	Description of Call Status
Calls	Total Count of calls with this disposition
Percent	Percentage of calls with this disposition
Avg Attempts	Average Dialing Attempts

Contact Rate (List Level)

** Coming Soon **

Dialing Metrics

This is an internal report for use by DialedIn Support only

FAS Dials

** Coming Soon **

Group Duration

This is an internal report for use by DialedIn Support only

Inbound Summary

This report summarizes inbound calls for the specified date range.

The table results include the following columns:

Campaign	Dialing Campaign
Inbound Source	Caller ID and Description
Total Calls	Total number of corresponding calls
Duration	Total duration of all corresponding Events or Calls
Handled By Rep	Number of corresponding calls handled by an agent
Handled By IVR	Number of corresponding calls handled by the IVR
Voice Mail	Number of corresponding calls sent to Voicemail
Abandoned Calls	Number of corresponding calls that were Abandoned
Avg Talk Time	Total time spent on corresponding calls divided by the number of those calls passed to agents
Avg Hold Time	Average Hold Time for corresponding calls

Internal Transfer Summary

This is an internal report for use by DialedIn Support only

Journal Log

This is an internal report for use by DialedIn Support only

Lead Inventory

This report breaks down all of the leads in a campaign by Call Status. It also totals the number of available leads remaining.

The table results include the following columns:

Result Codes	Description of Call Disposition
Type	Indicates if the Call Made a Connection, Contact, etc.
Count	Number of Calls

Lead Inventory By Sub

This report breaks down all of the leads in a campaign and sub-campaign by Call Status. It also totals the number of available leads remaining.

The table results include the following columns:

Subcampaign	Dialing Subcampaign
Result Codes	Description of Call Disposition
Type	Indicates if the Call Made a Connection, Contact, etc.
Count	Number of Calls

Lead NPA

This report gives a count by NPA (area code) of every outbound call for the date range, and every lead, regardless of import date. If "Include Owned NPAs" is selected, then the recommended DIDs will be adjusted accordingly.

The table results include the following columns:

State	The state to which the corresponding NPA belongs
NPA	Area code of the numbers called
Major City	Key identifying city covered by the area code
Timezone	Time zone of location for the area code
Owned DIDs	Number of Owned DIDs for the NPA (area code)
Leads	Number of leads with this NPA
Calls	Number of calls made to this NPA
Percent of Total Calls	Percentage of the Total Calls made to this NPA
Recommended DIDs	Recommended number of DIDs to add

Local Presence

This is an internal report for use by DialedIn Support only

Missed Calls

This report lists all inbound calls that were abandoned or sent to voicemail during the date range, along with the most recent call from that number along with that call's disposition.

The table results include the following columns:

Phone	Phone number of missed call
Missed Calls	Number of calls missed
First	Corresponding Lead First Name
Last	Corresponding Lead Last Name
Most Recent	Most Recent Date/Time Called
Call Status	Disposition of Call

Production By Sub

This report summarizes calls by sub-campaign during the date range.

The table results include the following columns (there is also a column for each custom call disposition, in addition to the standard columns listed here):

Subcampaign	Dialing Sub-campaign
Connects	Number of calls that connected. This is determined by the disposition type on the wrap up code.
Contacts	Number of calls where contact was made. This is determined by the disposition type on the wrap up code.
Sales	Number of calls with Sales/Leads/App call status. This is determined by the disposition type on the wrap up code.

Production Report

This report summarizes calls by an agent during the date range.

The table results include the following columns (there is also a column for each custom call disposition, in addition to the standard columns listed here):

Rep	Agent login name
Skill	Agent skill
Man Hours	The total logged in time minus the time spent on paused status
Logged In Time	Total Time that agent was Logged In
Connects	Number of calls that connected. This is determined by the disposition type on the wrap up code.
Contacts	Number of calls where contact was made. This is determined by the disposition type on the wrap up code.
Contacts/ManHour	Number of Contacts per Man-Hour
Sale/Lead/App	Number of calls with Sales/Leads/App call status. This is determined by the disposition type on the wrap up code.
Sales/ManHour	Number of Sales per Man-Hour

Route Status

This is an internal report for use by DialedIn Support only

Shift Report

This report summarizes outbound calls by campaign for the specified date range. It provides totals of call dispositions and whether they made a connection or contact.

The table results include the following columns (summarized for every campaign):

Date	Date of Event or Call
Campaign	Dialing Campaign
Call Status	Disposition of Call
Description	Ring Group Description
Type	Disposition type - Indicates if the Call Made a Connection, Contact, etc.
Calls	Number of Calls
Percent	Percentage of calls with this call status (among all calls for the applicable campaign)

Skipped Leads

** Coming Soon **

State Dialing Metrics

This report shows connect rates by area code for all outbound-type calls. A call is considered connected based on agent type dispositions rather than system type.

The table results include the following columns:

NPA	Area Code
State	State where the NPA resides
Calls	Number of Calls
Connect Rate	Ratio of Connects Based on System Status per Dials
Sale/Lead/App	Sales/Leads/App call status. This is determined by the disposition type on the wrap up code.
Operator Disconnects	Calls with a CR_CEPT status (Operator Intercept)

Sub-campaign Summary

This report summarizes campaign/sub-campaign activity for the specified date range.

The table results include the following columns:

Period	The period start date for the period length specified under ‘Group By’
Campaign	The dialing campaign
Subcampaign	The specific sub-campaign under Campaign
Total Leads	Total Number of Leads
Dialed	Total Dial Attempts
Dials per Hr	Dials per Hour
Available	Number of Callable Leads
Avg Attempts	Average Attempts on Leads in a campaign that has activity within the date range selected
Man Hours	This is the total logged-in time minus the time spent on paused status
Connects	Calls that connected. This is determined by the disposition type on the wrap up code
Contacts	Calls where contact was made. This is determined by the disposition type on the wrap up code
CPH	Connects Per Hour; the total number of connects divided by the total hours worked
Sale/Lead/App	Sales/Leads/App call status, determined by the disposition type for the corresponding wrap up code
S-L-A/HR	Total Sales/Leads/App dispositions divided by worked hours
Connect Rate	Ratio of Connects per Dial
S-L-A Rate Value	Dials per Sale
Conversion Rate	Ratio of Sales/Leads/App disposition divided by total contacts
Conversion Factor	Sales/Leads/App per Contact per hour
Operator Disconnects	Calls with a CR_CEPT status

Text Details

This report details each text message sent or received.

The table results include the following columns:

Date	Date of Event or Call
Rep	Agent login name
Phone	Laed Phone Number
Caller ID	Caller ID associated with the Rep
Last	Lead Last Name
First	Lead First Name
Direction	Whether the message was Delivered or Received by the Rep
Message	Contents of the text message

Transfer Agent

This report looks at all calls that were transferred from a Rep to a Closer, and how many of those calls turned into sales (based on call disposition).

The table results include the following columns:

Rep	Agent login name (who initiated transfer)
Closer	Rep who handled call last
Date	Date of Event or Call
Phone	Lead's Phone number
Call Status	Disposition of Call

Automated Reports

At the top of each Report input screen, as well as in Settings, you can find access to this screen, which allows you to schedule any of the listed reports to be sent to you periodically, using default parameters.

By checking a report’s period view (currently, Daily, Weekly, and Monthly), the corresponding report gets generated and sent. The reports are sent to the user’s email address configured in settings. The email will look something similar to the one in the following picture.

The email will include an attachment for the report, usually in Excel format, similar to the one in the following picture.