Overview
The SalesExec Dialer Call Statistics report shows detailed data on incoming calls, outgoing calls, and call transfers across your sales team. Use it to monitor call volume, agent productivity, call outcomes, and call-center efficiency.
Key Functionality
The report provides:
Call volume summary: Total inbound, outbound, and transferred calls over a defined period.
Call outcome breakdown: Outcomes such as answered, missed, transferred, abandoned, and voicemail dropped.
Time metrics: Total talk time, average call duration, wait time, ring time, and hold/transfer durations.
Agent performance analytics: Filter by user or agent to evaluate individual call loads and efficiency.
Date range filtering: Analyze trends by day, week, month, quarter, or custom range.
Queue, campaign, or department segmentation: Compare performance across segments if configured.
Exportable data: Export the report for external analysis or internal audits.
Before you begin
You need access to the Reports section in SalesExec.
Confirm you have permission to view call statistics. Contact your administrator if you cannot access the report.
Ensure call logging and routing are configured if you need accurate data.
How to Use This Feature
Access the Report
Go to Reports.
Under RingResponse Reports, select RingResponse Call Statistics.
Note: The report screen may still show the legacy name RingResponse Call Statistics. Use SalesExec Dialer Call Statistics if available.
Set Filter Options
Filter Item | What it Does |
Date | View calls handled in the selected date range (for example, This Month). |
Time Zone | Select the time zone associated with the calls. In most cases, choose your geographic location. |
Record Type | Select the Record Type associated with the calls you want to view. |
Show Disabled Users | Include calls handled by users who are currently disabled in SalesExec. |
Direction | Choose Inbound or Outbound originated calls. |
View | Choose Marketing Channels, Lead Sources, or Campaigns. |
Channels, Sources, Campaign | Filter calls associated with a specific Marketing Channel, Lead Source, or Campaign. |
User | Choose All users or a subset. Useful for sales managers viewing only their team. |
Call Flow | View calls based on the call flows used. |
Phone Numbers | Filter calls based on specific inbound or outbound numbers. |
Call Status | Filter calls based on final call outcomes. See Call status definitions below. |
Select your desired filters.
Click Apply Filter.
Call status definitions
Status | Definition |
Abandoned | Lead disconnected before speaking with a user. |
Canceled | Outbound call the user ended before connecting with the lead or voicemail. |
Completed | Call that connected with the lead or their voicemail. |
Failed | Call that failed to connect. Possible reasons: bad number, disconnected number, or network error. |
Error | Unknown error occurred when trying to connect. |
Busy | Busy signal detected when trying to connect. |
Missed | Outbound call where the lead had no voicemail configured, or the call timed out. |
Answered | Call that was answered but is ongoing at the time the report was generated. |
Ringing | A user is currently attempting to connect with a lead at the time the report was generated. |
Column Definitions
Column | Definition |
Call Date | Date and time of the call. |
From | Inbound: the lead's phone number used to call in. Outbound: the SalesExec Dialer phone number used to make the call. |
To | Inbound: the SalesExec Dialer phone number used to handle the call. Outbound: the lead's phone number called by a user. |
Marketing Channel, Lead Source, Campaign | The marketing information associated with the lead, depending on the filter selection. |
Call Origination | Inbound (call from a lead) or Outbound (call made by a user). |
Call Flows Used | Call flows used to handle the call. A single call can route through more than one call flow. |
Queues Used | Call flow queue and routing used to distribute the call. A single call can route through multiple queues. |
Transferred | Whether the call was manually transferred to another user or into another call flow. |
Connected Duration | Total time a user was connected with a lead. |
Wait Duration | Total time a lead waited to connect to a salesperson. |
User | The user who answered an inbound call or conducted an outbound call. A single call can be handled by multiple users. |
User Checked | Number of online users checked to take a call. Includes: Presented (call presented but not answered), Answered (call accepted and answered), Unavailable (user flagged unavailable), Declined (user declined), Cooldown (user on cooldown from a previous call), Accepted (user accepted but never connected with the lead). |
Call Status | Final call outcome. See Call status definitions above. |
Confirm it worked
After you apply filters, the report displays call data matching your selections. Verify the date range, direction, user, and call status match what you set. The totals and columns should update based on the filtered data.
Best practices
Run the Call Statistics Report weekly or monthly to monitor call center workload, success rates, and agent performance.
Compare statistics across periods to identify trends, such as rising missed-call rates or shifts in call volume.
Segment by queue, department, or campaign to understand which teams consume the most call resources.
Use call-time metrics to spot inefficiencies or training needs.
Archive periodic reports for compliance reviews, audits, or long-term analysis.
Troubleshooting
Issue | What to check |
Report returns zero or few calls | Ensure call logging and routing are configured and the date range includes the calls. |
Call outcomes seem incorrect | Review call flow configurations and queue/IVR settings to confirm calls are tracked properly. |
Agent stats missing or skewed | Verify user permissions and that call attribution (queue or user) is correctly applied at call time. |
Export file incomplete or corrupted | Limit the date range or filters. Large datasets can cause performance issues. |
Metrics don't align with expectations | Double-check filters, segmentation, and that all inbound/outbound channels are included. |
FAQ
What does the Call Statistics report show?
Aggregated call data across your team, including inbound, outbound, transfers, outcomes, and time metrics.
Where do I find this report?
Under Reports > Sales Team & User Performance > SalesExec Dialer Call Statistics.
Can I filter by agent?
Yes. Use the User filter to select all users or a subset.
What does "User Checked" mean?
It shows how many online users were checked to take a call, including whether they were presented, answered, unavailable, declined, on cooldown, or accepted but not connected.
Can I export the report?
Yes. The report is exportable for external analysis or internal audits.