The Dialer Metrics feature provides you with detailed call statistics as well as the ability to tune in to live calls or listen to call recordings. To open the Dialer Metrics page go to Tools > Dialer Metrics:
The Dialer Metric page contains four report tabs including Live Calls, Live Queue, Dialer Activity, and Agent Activity:
The Live Call report shows a list of calls currently in progress. For each call, the report shows the name of the Agent who initiated the call, the Receiver's phone number and the call start time.
If the Receiver is an existing Lead and their phone number is saved in the CRM then the report will show both the Receiver's DBA name (which links directly to the Lead) and their phone number. If a Receiver is not a registered Lead then only their phone number will be shown.
When you open the Dialer Metrics page the calls currently in progress will be automatically shown.
If after a while you wish to check out any new calls that were placed in the meantime click on the Refresh button on the right side of the report and if will refresh, displaying the new calls in progress:
In order to start listening in on a call in progress click Listen for that call.
The Live Queue tab shows the incoming calls that are currently waiting to be answered.
Click the Refresh button if needed to reload the tab manually:
The Dialer Activity report provides you with detailed information on all inbound and outbound calls. To use the report, select Groups, User Classes and specific Users whose call activity you wish to view (the default option is to include all).
Then select a pre-defined time span (e.g. Last 30 Days) or enter a more specific time interval using the "From" and "To" date picker boxes. When finished hit the Search button and your report will refresh, showing the required information:
As shown in the above image, your report shows the Caller and Receiver information, Time of Call, Call Duration and the Lead information. You can sort your report in ascending or descending order using any of these columns.
If a call was recorded you can listen to it by clicking the Play button shown for each recorded call.
Right above the report there are additional controls allowing you to limit the number of calls shown per page, to export the report to Excel or CSV format or to drill further into the report using the Search box and the field selection drop-down:
The Agent Activity report provides aggregated call information for each Agent as shown in the below image. Searches in the Agent Activity report are performed in the same manner as described previously for the Dialer Activity report search:
Note that the total talk times shown in the Inbound and Outbound Talk Time columns can be clicked on in order to drill further into all of the calls that are a part of the aggregated call duration.