Dialer

As discussed in the CDR (Call Detail Records) overview, a Call Detail Record is a data record that provides information about a telephone call or communication transaction. Further, in CDR, calls recorded are segregated into various categories, one such category is Dialer, which includes a list of all the calls made using the dialer campaign from the portal.

The common KPIs for Dialer call type have been listed below:

Dialer

Fields	Description
Customer	The contact number of customers to whom the call is made.
Call Type	The types of dialer calls can be one of these: Ratio calls, Preview calls, Manual calls, and Inbound calls.
DID Number	The DID number is used to dial out calls from the dialer.
Connected to Agent	The name of the agent with whom the call was connected.
Connected to Agent Ring Time	The amount of time that the call rang on the agent's end before being answered or missed.
Missed by Agent(s)	The name of the agent(s) who missed the call.
Campaign ID	ID of Campaign
List ID	The ID of the lead list used in the call
List Name	The name of the lead list used in the campaign
Inbound Queue
Call Status	Status of the call - Missed, answered, dropped
Disposition Code	Latest disposition code against the call
Disposition Name	Name of the disposition against the call
Sub Disposition Code	It provides additional detail about the outcome of the call. For example, within the "Successful Sale" disposition code, there could be various sub-disposition codes such as "Single Product Purchase," "Bundle Purchase," "Upgrade," and so on.
Sub Disposition Name	Name of the sub-disposition against the call
Wrap Up Duration	Time is taken by the agent to select disposition for the call.
Disposition Note	Also known as call remarks, these are the notes mentioned by the agent against the call.
First Call Resolution	This tells if the resolution is provided by the agent to the customer on the first call, with which the customer is satisfied and hasn't called again for the same issue.
Call Start Date	Date when the call was initiated.
Call Start Time	The time when the call was initiated.
Call Answered Date	Date when the call was answered.
Call Answered Time	The time when the call was answered.
Call End Date	Date when the call ended.
Call End Time	The time when the call ended.
Ring Duration (hh:mm: ss)	The time for which the call was answered (only applicable for dialer outbound calls).
Wait for Duration (hh:mm: ss)	The time for which the customer has to wait for his call to be answered (only applicable to outbound and incoming call ratios).
Answer Duration (hh:mm: ss)	The time duration for which a call was connected between customer and agent.
Hold Duration (hh:mm: ss)	The time duration for which the call was placed in a hold state.
Total Call Duration (hh:mm: ss)	This is the sum of the ring duration, wait duration, answer duration, and hold duration.
Agent Call Duration (in seconds)	It refers to the amount of time an agent spends on a phone call with a customer or caller.
Hold Count	The number of times the call was put on hold.
Retry Count	This tells you the number of times the call was re-attempted (retry count = 1, 2, 3, etc.).
Short Call	A short call is one that lasts within the time range set in the campaign form. If it lasts longer than the time limit, then it is not a short call.
SLA Adherence	Whether the call was answered by an agent within the SLA mentioned in the inbound queue form (only applicable for inbound calls).
Circle	This represents the customer's network region. For example, Delhi, Haryana, etc.
Operator	The telecom operators of the customer, like Vodafone, Airtel, Idea, etc.
Recording URL	This is the URL path for a downloadable MP3 audio recording of a particular call segment. The recording is stored, retrieved, and evaluated, according to business needs. Note: Available recording formats are: Mono(default) & Stereo.
Call Flow	The sequence of steps and interactions that occur during a phone call.