Overview
The Dialer Productivity Report shows Total Connects — the calls that connected when your team dialled out.
A connect is not the same as a conversation. Calls that reach an answering machine are counted as connects too, not only calls picked up by the person you were trying to reach.
Steps
Step 1: Open your dashboard
From the left panel, hover under Dashboards.
Step 2: Open Performance Reports
Under Performance Reports, click Dialer Productivity Report.
Step 3: Read Total Connects
Total Connects shows the calls that connected during the selected period.
This includes calls answered by a live person and calls routed to an answering machine.
Step 4: Change the time period
Filter by time period — last seven days, last week, last year, and other options — or set a custom range.
Important Notes
Connects include answering machines. The figure is higher than the number of real conversations your team had, and the gap widens the more voicemails they hit.
Do not treat connects as conversations. If you are measuring whether your team is actually talking to sellers, connects will flatter the picture. Look at call outcomes and durations.
Attempts and connects are both inflated, in different ways. Attempts count every line in a multi-line session; connects count answering machines. The ratio between them is a rougher measure than it looks.
Check the date range before reading the number. The report opens on a default period, which may not be the one you have in mind.
A low connect rate usually points at the number, not the caller. Check the phone number's spam status before treating it as a performance problem.
Very short call durations alongside high connects is the signature of a lot of voicemails.
Troubleshooting
Your connects look high but nobody is having conversations
Connects include answering machines. Check call durations and outcomes to see how many were real conversations.
Your connect rate looks poor
Check the Spam Check on the numbers being dialled. A flagged number produces high attempts and few connects, and no extra effort from the caller will fix it.
The numbers do not match what you expected
Check the time period. The report defaults to a set range rather than the one you have in mind.
You want one agent's connects
The report covers all agents by default. Narrow it to the person you want.
You are comparing two callers and the figures look very different
Check whether they are using the same dialer, and whether they are calling the same kind of list. Both change the numbers substantially.
You want to measure genuine conversations
Use call outcomes rather than connects. Outcomes are recorded per call and distinguish what actually happened.
Related
How to Check Dialer Total Attempts — the other half of this report
Spam Status and Remediation — the usual cause of a poor connect rate
Communication KPIs — the wider communication reporting
Summary
You tracked your dialer connections. From the left panel you hovered under Dashboards, went to Performance Reports, and opened the Dialer Productivity Report to see Total Connects — the calls that connected in the selected period, including those answered by an answering machine as well as by a live person. You then filtered the report by time period.