About this tab
The Dialer Report shows call performance by Campaign for a time window, including abandon rate. From Pacing Settings you change a Campaign's Dial Mode and pacing.
Who can access it
Admin, Super Admin, Account Owner, System Admin. Agents do not have this tab; they follow the Dial Mode set for their Campaign.
Step by step
- Open the Dialer Report.
- Set From to choose the time window, and use Queue Filter to show one Campaign or All Queues.
- Review each Campaign's call performance and abandon rate.
- Click Export CSV to download the report.
- Open Pacing Settings for a Campaign.
- Choose the Dialing mode: Power, Preview, or Predictive.
- For Predictive, set the Dialing ratio between Conservative and Aggressive.
- For Predictive, choose Voicemail detection: Off, Standard, or Premium.
- Save the change.
Voicemail detection
Voicemail detection works on Predictive Campaigns. It decides whether a person or a voicemail answered, so agents spend their time on live conversations.
- Off: Every answered call goes straight to an agent. No one hears detection silence and no real person is hung up by mistake, but agents hear voicemails and must choose the Voicemail disposition themselves.
- Standard: DialPro listens for up to 2.5 seconds. Voicemails and fax machines are hung up automatically before an agent hears them and saved as Voicemail (System). A person may hear a short silence first.
- Premium: Our most accurate detection, powered by speech recognition. It listens to how the call is answered, not just silence and beeps, so fewer voicemails reach agents and fewer real people are hung up by mistake. It also tells home and business answers apart. When it is not sure, the call goes to an agent, so no real person is lost.
Watch the Voicemail (System) share in the Dialer Report after changing the setting.
Fields explained
- Campaign performance: Calls dialed and their outcomes for each Campaign in the window.
- Abandon rate: A Campaign measure kept under the 3% limit over a 30-day period.
- Dialing mode: The Campaign's Predictive, Power, or Preview dialing behavior.
- Dialing ratio: Predictive only. How many lines are dialed per available Agent.
- Estimated concurrent calls: The number of calls the current ratio would place at once.
- Maximum abandonment target: The abandon-rate ceiling pacing works under.
- Voicemail detection: Predictive only. Off, Standard, or Premium.