Dialer Agent Productivity
Open and filter
Open Dialer → Reports and choose Dialer Agent Productivity in the Report selector. CRM Dialer access and the dialer reports permission are required; results include only permitted work. Choose Date Range and Batch, User, Department, Source Type, Visibility Scope, then select Load Report. The initial dates are 30 days before today through today; the picker also offers Today, Yesterday, Last 7 Days, Last 30 Days, This Month and Last Month. User, department and batch choices depend on access. Source, scope and import status choices are fixed; see the filter reference.
Read the report
Agent and Batches identify the person and queues touched; Attempts, Connected, Callbacks, Interested, Promotions, No Answer and Wrong Number show activity; Avg Attempts is displayed to two decimals. Promotion Rate is promotions divided by interested outcomes, or zero when none.
Manual queues use agent wrap-up and auto queues use bridged telephony evidence where available. Cards show Agents, Attempts, Connected, Callbacks and Promotions.
The table supports search, sorting and pagination (100 rows per page), plus CSV, Excel and PDF exports after the report enhancement loads. Export only where authorized. Rows in the shared table are text, not drill-down links; use the dialer workspace for queue or prospect work. Changing Report opens the chosen report without retaining the current filters.
What the activity measures count
For manual queues, recorded dispositions and scheduled callbacks count as attempts. For automatic queues, linked telephony evidence and wrap-up records are grouped by their call reference, agent, date and batch so repeated evidence for that same call is combined. Connected reflects the recorded outcome; it is not a call-duration total. Callbacks counts scheduling actions, Interested counts INTERESTED or QUALIFIED disposition logs, and Promotions counts CRM promotion actions.
Avg Attempts uses the current attempt count of items referenced by qualifying disposition logs. An item appearing in several logs can contribute more than once; this is not simply the displayed Attempts divided by unique prospects. Values can change as the underlying items change. Agent Batches counts queues represented by attempt evidence, so activity recorded only through other action logs can have a different scope.
Use the charts
Read the chart definitions for this report and use the chart type buttons to compare measures. Table search redraws linked charts across matching loaded rows; summary cards retain the full report totals. See chart, search and export procedures and all dialer filters and navigation.
Use and verify
If Alex Example has four interested outcomes and two promotions, Promotion Rate is 50%. Check wrap-ups for manual queues and bridged call evidence for auto queues when counts differ.