Overview
The Dialer Productivity Report shows how many outbound dial attempts your team has made.
Total Attempts counts every line dialled, not every contact reached. In a multi-line session, one round of dialling counts as several attempts. This matters when you are comparing agents or judging effort.
Steps
Step 1: Open your dashboard
From the left panel, go to Dashboard.
Step 2: Open Performance Reports
Under Performance Reports, click Dialer Productivity Report.
Step 3: Read Total Attempts
Total Attempts is the total number of outbound dial attempts made during the selected period, including all lines in a multi-line session.
Step 4: Check the period
The report defaults to the last seven days, for all agents.
Check this before drawing conclusions from the number.
Step 5: Change the time period
Use the time period filter to change the range.
Choose a preset — Last 7 days, Yesterday, Last week, This year, and others
Or open the drop-down and choose Between for a custom range, then set a start date and an end date
Important Notes
Total Attempts is not the number of people called. On the triple line dialer, one round of dialling produces three attempts. A single line caller making the same effort will show roughly a third of the attempts.
Do not compare agents on attempts alone if they use different dialers. The comparison is meaningless unless they are on the same setup. Look at connects and conversations instead.
Check the date range before reading any figure. The report opens on the last seven days, which is not the period most people have in mind when they ask how the month is going.
The default is all agents. Narrow it when you want one person's numbers.
High attempts with low connects points at the numbers, not the caller. Check the phone number's spam status before treating it as a performance issue.
Attempts measure activity, not results. A rising attempt count with a flat conversation count is a warning, not an achievement.
Troubleshooting
The numbers look far higher than expected
Check whether the caller is using the triple line dialer, which produces three attempts per round. Also check the date range.
The numbers look too low
Check the date range. The report defaults to the last seven days.
You want one agent's figures
The report defaults to all agents. Narrow it to the person you are interested in.
You want a specific period such as last month
Open the time period drop-down and choose Between, then set your start and end dates.
Attempts are high but almost nothing connects
Check the Spam Check on the numbers being dialled. A flagged number produces exactly this pattern, and no amount of extra dialling will fix it.
Two agents show very different attempt counts
Confirm they are using the same dialer before treating the difference as effort.
Related
Single Line vs Triple Line Dialer — why attempt counts differ between the two
Spam Status and Remediation — the usual cause of high attempts with low connects
Communication KPIs — the wider communication reporting
Summary
You checked your dialer attempts. From the left panel you opened Dashboard, went to Performance Reports, and clicked Dialer Productivity Report to see Total Attempts — the outbound dial attempts for the selected period, counting every line in a multi-line session. You then adjusted the time period, using a preset or Between with a custom start and end date.