> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aisync.link/llms.txt
> Use this file to discover all available pages before exploring further.

# Dialer Performance

> Your calling numbers in one screen: what each tile means, which panels drive decisions, and how to filter, sort, and export.

The Dialer Performance dashboard answers one question: **is the floor working,
and if not, why.** Everything on it comes from a single query, so no two numbers
on this screen can disagree with each other.

Open it from **Dashboard → Dialer**.

<Note>
  Every term used here is defined once in
  [How Calls Actually Work](/dialer/how-calls-work). If "connected" and "answered"
  sound like the same word to you, read that page first — the difference is the
  whole point of this dashboard.
</Note>

## 🧭 What is on the page

```mermaid theme={null}
graph TB
    A[🔍 Filters<br/>range · dates · rep] --> B[📊 Six metric tiles]
    B --> C[🧱 What happened to every dial]
    C --> D[👥 Who actually picked up]
    D --> E[📅 Calls by day]
    E --> F[📋 Connect rate by list]
    F --> G[🏆 Leaderboard]
    G --> H[🏷️ Where contacts stand]

    style A fill:#2a4d7a,color:#fff
    style B fill:#1f7a4d,color:#fff
    style G fill:#6b3fa0,color:#fff
```

The order is deliberate. Headline numbers first, then *why* they are what they
are, then *who* and *which list* produced them.

## 📊 The six tiles

| Tile              | What it tells you                               | Act on it when                                                             |
| ----------------- | ----------------------------------------------- | -------------------------------------------------------------------------- |
| **All calls**     | Every call in the window, inbound and outbound. | You want raw volume. The subtitle shows how many were dialled out.         |
| **Connects**      | Real conversations between a rep and a person.  | This is the number that pays.                                              |
| **Connect rate**  | Connects ÷ dials.                               | It drops without your dial count dropping — check Screened and Bad number. |
| **Avg talk time** | Averaged over every conversation.               | It falls sharply: reps are being handed calls that are not ready.          |
| **Reps online**   | Who is actually able to take a call.            | It is lower than you expect mid-shift.                                     |
| **Appointments**  | Outcomes booked.                                | The whole point.                                                           |

<Warning>
  A tile showing **—** means *not measured*, not zero. We never print 0% for
  something we could not measure, because a false zero gets a good list or a good
  rep cut.
</Warning>

## 🧱 What happened to every dial

One stacked bar covering every dial in the window, split into outcomes that
never overlap. **The segments always add up to your dial count exactly.**

Three segments are worth money the moment you look at them:

<CardGroup cols={3}>
  <Card title="🙅 Declined" icon="ban">
    They saw the call and said no. High numbers point at your caller ID reputation
    or a tired list — not at your reps.
  </Card>

  <Card title="🔙 Rep hung up first" icon="rotate-left">
    You cancelled before they could answer. This is pacing. Lower lines per rep or
    add reps.
  </Card>

  <Card title="☎️ Bad number" icon="circle-xmark">
    Numbers that do not exist. Clean these out and stop paying to dial them.
  </Card>
</CardGroup>

<Tip>
  Hover any segment for its exact count and share. Hover a key entry for a
  plain-English explanation of what that outcome means.
</Tip>

## 👥 Who actually picked up

Three things look like an answer and only one is sellable. This panel separates
them:

| Card                    | Meaning                                                        |
| ----------------------- | -------------------------------------------------------------- |
| **Talked to a person**  | A rep and a lead on the same call.                             |
| **Picked up, no rep**   | They answered and got nobody. Your abandonment number.         |
| **Answering machine**   | Detected as a machine, never counted as a conversation.        |
| **Handset screened it** | iPhone or carrier screening answered instead of the person.    |
| **Avg conversation**    | Across every call, with the long-call average shown beside it. |

<Note>
  Machines and screening fail **differently**. A machine means leave a message. A
  screened call means a real human may still call you back. Merging them hides
  both, which is why they are counted apart.
</Note>

## 📅 Calls by day

Dials and connects as paired bars on one shared scale — never two scales,
because connects are a subset of dials and a second axis would let a bad day
draw like a good one.

Bars are bucketed in **your** time zone. Hover a day for dials, connects and the
rate for that day.

## 📋 Connect rate by list

Which lists are worth calling. Bars are sized by **rate**, not volume, because
"which list did we call most" is not the question.

<Warning>
  A list with fewer than 10 dials shows its dial count and **no bar at all**. A
  rate from four dials is noise, and shown as a percentage it gets a good list
  deleted.
</Warning>

## 🏆 Leaderboard

Your reps, ranked. Sort by connects, dials, connect rate, or talk time by
clicking the buttons in the panel header.

Default sort is **connects**, because it rewards conversations rather than
whoever burned through the list fastest.

<Note>
  A rep under 10 dials shows a dash instead of a rate, and can never win a
  rate-based sort. Ranking a rep with four dials as your best closer is how a good
  rep gets moved off a good list.
</Note>

## 🔍 Filters and export

<Steps>
  <Step title="Pick a range">
    Use the pills for common ranges, or the Range dropdown for the full list
    including custom dates.
  </Step>

  <Step title="Narrow to one rep">
    The **Rep** filter shows the reps you are allowed to see. Managers see their
    team, owners see everyone. Choosing a rep narrows every panel at once.
  </Step>

  <Step title="Set custom dates">
    Choose **Custom dates** in Range, then set From and To. Dates are read in your
    own time zone.
  </Step>

  <Step title="Export">
    **Export** downloads the leaderboard as a CSV with the filters you applied. An
    unmeasured rate exports blank, never as 0.
  </Step>
</Steps>

## 🩺 When a number looks wrong

<AccordionGroup>
  <Accordion title="Everything reads — or 0" icon="circle-question">
    Hard-refresh the page first (**Cmd+Shift+R** or **Ctrl+F5**). If it persists,
    your session may have expired — the page will say so. See
    [Troubleshooting](/go-live/troubleshooting).
  </Accordion>

  <Accordion title="Today shows nothing but reps are dialling" icon="clock">
    Check your time zone in your profile. If it is wrong, today's calls may be filed
    under yesterday. See [How Calls Actually Work](/dialer/how-calls-work).
  </Accordion>

  <Accordion title="Connect rate dropped and dials did not" icon="arrow-trend-down">
    Look at Screened and Voicemail in the outcome bar. A rise in either lowers your
    rate without anybody doing anything wrong. Then check Bad number.
  </Accordion>

  <Accordion title="The bars do not add up to the dial count" icon="triangle-exclamation">
    They always should. If they do not, report it — that is a real bug, not a
    rounding quirk.
  </Accordion>
</AccordionGroup>

## ➡️ Where to go next

<CardGroup cols={2}>
  <Card title="How calls actually work" icon="diagram-project" href="/dialer/how-calls-work">
    The definitions behind every number here.
  </Card>

  <Card title="Predictive pacing" icon="gauge-high" href="/dialer/predictive-pacing">
    Why the engine dials the number of lines it does.
  </Card>

  <Card title="Ask your agent instead" icon="robot" href="/agents/asking-about-your-data">
    Get these answers in plain language without opening the dashboard.
  </Card>

  <Card title="Call reports" icon="file-lines" href="/reports/call-reports">
    Per-call detail behind the totals.
  </Card>
</CardGroup>