Dialer report filters and navigation
Use dialer reports to plan callback work, compare queue progress and trace which outcomes became CRM contacts. A report reads existing work; calling, changing a disposition and promoting a prospect belong in the dialer workspace.
Open the correct report
- Open Dialer → Reports when that navigation item is available, or open the dialer reports in the Reports directory. Your account needs CRM Dialer access and permission to view dialer reports.
- Choose the required report from the Report selector at the upper right. It navigates immediately to that report. Existing filter selections are not carried to the new page.
- Set the filters described below, then select Load Report. Changing a filter alone does not reload the report. Wait for the result before changing filters again.
- Read the summary and table together. Search and chart controls work on the rows already returned. To change the underlying date or permission-limited dataset, adjust the report filters and select Load Report again.
The dialer navigation provides Overview, My Queues and, when permitted, Workspace, Import CSV and Reports. The gear opens Page settings; it is separate from report filters. See personal Notes. Report rows are plain text, including names and batch labels; open My Queues or Workspace to act on a prospect.
Filter reference
| Control | Options and use | Scope and result |
|---|---|---|
| Date Range | Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, or a custom range selected in the calendar. | The initial range starts 30 days before today and includes today: 31 calendar dates. The Last 30 Days preset starts 29 days before today. Dates are inclusive. The meaning of the date varies by report; see the next table. |
| Batch | All Batches or one available queue. | The selector loads up to 500 accessible batches. An omitted batch in this selector does not prove that the batch was deleted. All Batches still respects access rules. |
| User | All Users or a listed user. Administrators receive company user choices; other users receive their own named choice. | All Users does not bypass accessible-batch or service permissions. My Dialer Activity and My Callback Due always use the signed-in user and do not offer this filter. |
| Department | All Departments or one listed department. | Administrators receive all company departments; other users receive departments available through their manager scope. This filters the batch assignment department. |
| Source Type | All Sources, MANUAL, FILTER, IMPORT. | Describes how the batch originated. It is separate from whether calls are made manually or automatically. |
| Visibility Scope | All Scopes, PRIVATE, USER, DEPARTMENT, GLOBAL. | Filters the batch’s configured visibility category. Selecting GLOBAL does not grant access or change sharing. |
| Import Status | All Statuses, QUEUED, PROCESSING, COMPLETED, FAILED, PARTIAL, CANCELLED. | Only available on Dialer Import Jobs. It filters current job status; it does not retry, cancel or resume a job. |
| Load Report | Apply the current filter selections. | Reloads the current report with those values. Table search is a separate, local narrowing of the resulting rows. |
Choose a report and understand its dates
| Report | Filters besides Date Range | What the date and user mean |
|---|---|---|
| My Dialer Activity | Batch, Source Type, Visibility Scope | Activity dates for the signed-in user, grouped by date and batch. Manual wrap-up and bridged call evidence provide the activity measures. |
| My Callback Due | Batch, Source Type, Visibility Scope | Scheduled callback dates on open CALLBACK items whose last action is attributed to you. DUE includes future callback times; check the actual date and time. |
| Dialer Batches | Batch, Department, Source Type, Visibility Scope | Batch creation dates. Counts describe current queue state, not only actions performed during the period. |
| Dialer Agent Productivity | Batch, User, Department, Source Type, Visibility Scope | Agent activity in the period, using manual wrap-up and bridged telephony evidence where applicable. |
| Dialer Department Performance | Department, Source Type, Visibility Scope | Batch creation dates and current rollups by assigned department, including Unassigned. |
| Dialer Disposition Analysis | Batch, User, Department, Source Type, Visibility Scope | Disposition-log dates; User means the user who made the logged action. Multiple logs can refer to the same prospect. |
| Dialer Conversion | Batch, User, Department, Source Type, Visibility Scope | Item update dates; User means the item’s last-action user. Current interested disposition and CRM promotion flag are separate measures. |
| Dialer Import Jobs | Batch, User, Import Status | Job queued dates; User means the uploader. A job must be yours or belong to an accessible batch. |
Read, chart and export the result
Native summary cards describe the complete report result. Table search and sorting redraw linked charts across matching loaded rows, but do not recalculate those native cards. Chart categories can also be limited; use the table to inspect the full result. Each report links to its exact chart definitions in the chart index.
The enhanced table displays 100 rows per page and offers CSV, Excel and PDF. Exports use all matching loaded rows, not only the visible page. The original table can show Copy as well when the modern enhancement is unavailable. See Report tables and charts for search, chart switches, export formats and error recovery.
Example: plan tomorrow’s follow-up work
- Choose My Callback Due, set a custom range that includes tomorrow, choose the Autumn enquiry queue, and select Load Report.
- Read Callback At for each row. A row labelled DUE can still be scheduled for tomorrow; do not interpret that label as overdue.
- Open the dialer Workspace separately to carry out the callback at the agreed time. Viewing or exporting the report does not claim an item or place a call.
- After completing the actual work, reload the report. A resolved callback may no longer belong to the CALLBACK-only result.
Troubleshooting
- No dialer data matched: clear table search if present, widen the report date range, select the relevant All filters and load again. An empty result is different from a permission or load error.
- An older queue is missing: batch and department reports filter queue creation dates; recent activity on an older queue does not move its creation date.
- Totals differ across reports: compare definitions first. Dispositions count logs, Conversion counts current items, and Agent Productivity measures activity. They are not interchangeable totals.
- Charts are absent: empty results do not provide a table dataset for the route-specific charts. Missing enhancement assets can also leave the basic report available.
- Access denied or load error: ask an administrator to check your Dialer and reporting permissions; retain the error message and chosen filter values for support. Do not change account access merely to reproduce an illustration.