Overview
Dialer.io provides you with insights into:
Daily lead flow and dialing activity
Agent performance and disposition accuracy
Campaign efficiency and number health
Opportunities for optimization through reporting and filters.
Dashboard Metrics Explained
In the Dashboard, you’ll see a summary of your team’s performance for the day:
New Leads: Total number of new leads uploaded for the day.
Exhausted Leads: Leads excluded from further dialing based on their disposition or lead age.
Dial Attempts: Total outbound calls made that day.
Pickups: Number of leads who answered the call.
Conversions: Successful outcomes defined by your criteria (appointments set, sales, etc.).
Unique Dial Rate: Measures the percentage of unique leads dialed compared to total dials made.
Contact Rate (Per Lead & Per Dial):
Per Lead: How many leads were successfully contacted based on the number of leads attempted in a day.
Per Dial: Actual pickup rate from your calls based on the total number of dials made.
Number Health: Measures your numbers’ spam reputation across carriers.
Using the Dial Reporting Section
Step 1: Filter Your Data
Rolling 30 Days: Analyze trends over time.
Filter by:
Agent
Disposition
Campaign
Step 2: Sort Calls by Duration
Go from Longest to Shortest.
Look for inconsistencies like long calls marked as "No Contact"—a sign of incorrect dispositioning.
Step 3: Correct Dispositions
Read Call Notes or Listen to Recordings.
Update dispositions where needed (e.g., change to "Hang Up Before Finalized Booking").
Step 4: Identify Patterns
Track recurring mistakes by agents.
Review No Contact or No Disposition calls to improve CRM data accuracy.
Incorrect Dispositions
Incorrect dispositions:
Skew performance metrics.
Lead to false negatives (real contacts being marked incorrectly).
Impact contact rates and lead quality metrics.
Campaign Prioritization Tips
Dialer.io allows you to prioritize leads by campaign levels:
P1 (Priority 1): Fresh leads. Highest conversion potential.
Example: 15% pickup rate, 36% contact rate.P2-P4: Older leads. Gradual drop in pickup/contact rates.
If your Unique Dial Rate gets high and Contact Rate drops:
Pause P3 & P4 campaigns temporarily.
Focus on P1 & P2 to maximize ROI.
Monitoring Leads
Review active leads being called.
Break down by Disposition or Dial Attempts for better lead management.
Agent Performance Reporting
Calls: Total calls made.
Total Time: Time agents are ready to take calls.
Ready Time: Time agents were on Ready state but not dialing. Essentially, total gaps between calls.
Preview Time: Time spent reviewing a lead before dialing.
Dial Time: Time spent dialing.
Talk Time: Time spent on live calls.
After Work Time: Time spent wrapping up after calls. Keep this small.
Managing Number Health
Active Numbers: Available for calling.
Cooldown Numbers: Temporarily paused due to spam flags on 2+ carriers.
Dialer.io automatically cools these numbers until the spam flags clear.
Once cleared, numbers go back into active rotation.
Best Practices for Managers
Regularly review disposition accuracy to keep CRM data clean.
Prioritize campaigns by lead freshness.
Monitor unique dial rate to ensure you're not over-dialing stale leads.
Coach agents with high After Work times or incorrect dispositions.
Pause low-priority campaigns when contact rates dip.
Watch number health to avoid spam flags and reduced pickup rates.