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Dialer Metrics

Updated

Overview

The Dialer Metrics feature provides detailed call statistics for your team, including live call monitoring, queue visibility, inbound and outbound call activity, call recordings, and agent-level performance data.

Use Dialer Metrics to understand call volume, monitor active calls, review call history, listen to recorded calls, and evaluate agent activity. These insights help partners and teams manage dialer performance, improve follow-up processes, and support more effective communication with leads and merchants.

To open the Dialer Metrics page go to the left-side navigation menu, and click Communications → Dialer Metrics.

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The Dialer Metrics page includes four report tabs:

  • Live Calls
  • Live Queue
  • Dialer Activity
  • Agent Activity

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How does Dialer Metrics work?

Dialer Metrics collects and displays call data from the dialer activity in Merchant Central. Depending on the report tab, you can view calls currently in progress, incoming calls waiting in the queue, detailed inbound and outbound call history, and aggregated activity by agent.

For partners and internal teams, Dialer Metrics provides visibility into team call performance and call usage. For merchants and leads, this helps support timely follow-up and more organized communication.

When a call is associated with an existing lead, Merchant Central can display lead details such as the receiver's DBA name and link directly to the lead record. If the receiver is not saved as a lead, only the phone number is shown.

How to view live calls

The Live Calls report shows calls that are currently in progress. For each call, the report displays:

  • The agent who initiated the call
  • The receiver's phone number (and the lead's DBA name, if the number is associated with a lead)
  • The call start time
  • The Listen shortcut

To check for new calls placed after the page was opened, click Refresh on the right side of the report. The report reloads and displays the latest calls in progress.

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To listen to a call in progress, click Listen for that call.

How to view the live queue

The Live Queue tab shows incoming calls that are currently waiting to be answered.

Click Refresh to manually reload the tab and view the latest queue activity.

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How to review dialer activity

The Dialer Activity report provides detailed information about inbound and outbound calls.

To use the report:

  1. Select the Groups, User Classes, and specific Users whose call activity you want to view.
  2. Select a predefined time span, such as Last 30 Days, or enter a custom date range using the From and To date picker fields.
  3. Click Search.

The report refreshes and displays the matching call activity.

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The report shows caller and receiver information, time of call, call duration, and other lead information. You can sort the report in ascending or descending order by any available column.

If a call was recorded, click Play for that call to listen to the recording.

Additional controls above the report allow you to:

  • Change the number of calls shown per page
  • View the dialer minutes report by group
  • Export the report to Excel or CSV format
  • Drill further into the report using the Search box and the field selection drop-down

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The dialer minutes report shows the minutes used by each user group. Minutes are rounded up, so 61 seconds counts as 2 minutes.

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How to review agent activity

The Agent Activity report provides aggregated call information for each agent.

Searches in the Agent Activity report are performed the same way as searches in the Dialer Activity report:

  1. Select the Groups, User Classes, and specific Users you want to review.
  2. Select a predefined time span or enter a custom date range using the From and To date picker fields.
  3. Click Search.

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The total talk times shown in the Inbound and Outbound Talk Time columns are clickable. Click a talk time to drill into the calls included in the aggregated call duration.

Frequently Asked Questions

  • Why do some receivers show a DBA name while others only show a phone number? If the receiver is an existing lead and their phone number is saved in the CRM, the report displays the receiver's DBA name and phone number. If the receiver is not saved as a lead, only the phone number is shown. 
  • Can I listen to active calls? Yes. In the Live Calls tab, click Listen for the call you want to monitor.
  • Can I listen to recorded calls? Yes. In the Dialer Activity report, click Play for any call that has a recording available.
  • How are dialer minutes calculated? Dialer minutes are rounded up. For example, a call lasting 61 seconds counts as 2 minutes.
  • Can I export Dialer Activity report data? Yes. Use the export controls above the report to export the data to Excel or CSV format.