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Coaching metrics
Exact definitions of dials, connects, people reached, pickup rate, talk time, time in state and the coaching notes.
Every number on the Coaching screen, the live floor and the stats API is defined here. Managers see the whole team; agents see only their own numbers.
Call counts
| Metric | Definition |
|---|---|
| Dial | A call NitroDialer asked Dialpad to place. Previews that were skipped without dialing don't count. |
| Connect | Dialpad reported the call as connected. This includes voicemail boxes and answering machines. |
| Reached (contact) | The agent's outcome is in a Reached category (positive, neutral or negative) or Do not call. This is the honest "a human picked up" number. |
| Conversation | A reached call with 60 seconds or more of talk time. |
| Appointment | The outcome is marked as an appointment (default: Appointment set). |
| Missing outcome | A call that ended but never got an outcome. |
Rates
| Rate | Formula |
|---|---|
| Pickup rate | Reached ÷ dials |
| Connect rate | Connects ÷ dials |
| Conversation rate | Conversations ÷ reached |
| Appointment rate | Appointments ÷ reached |
| Dials per working hour | Dials ÷ (logged-in time − paused time) |
| Reached per working hour | Reached ÷ (logged-in time − paused time) |
Pickup rate, not connect rate, is the number to coach on. Connect rate looks good when voicemail is answering.
Time
| Measure | From → to |
|---|---|
| Ring time | Dial requested → connected (or ended, if it never connected) |
| Talk time | Connected → hung up |
| Average talk | Average talk time over reached calls only |
| Wrap-up | Hung up → outcome saved |
Time in state
Logged-in time is split by what the agent was doing: ready, ringing, on a call, wrapping up and paused. Each change is recorded the moment it happens, so the split is exact rather than estimated. The "Where logged-in time goes" chart shows it per agent.
How long conversations last
People reached are grouped by talk time: under 30 s, 30–60 s, 1–2 min, 2–5 min and over 5 min. A tall first bar usually means the opener isn't landing.
Best hours to reach people
The heatmap shows pickup rate for each weekday and hour, using the time the call was placed in your workspace time zone. Cells with fewer than 5 dials are hatched so a lucky hour doesn't stand out.
Coaching notes
Each agent is compared with the team median, using only agents with 20 or more dials in the period. A note appears when:
| Note | Shown when |
|---|---|
| Low pickup | 30+ dials and pickup rate below 70% of the median |
| Weak opener | 10+ people reached and 40% or more of them hung up inside 30 seconds |
| Low booking | 10+ people reached and appointment rate below 60% of the median |
| Top converter | 10+ people reached, 3+ appointments and appointment rate at least 140% of the median |
| Slow wrap-up | Average wrap-up over 30 s and more than 1.5× the median |
| Lots of pausing | 1+ hour logged in and paused more than 25% of it |
| Slow pace | 30+ dials and dials per working hour below 70% of the median |
| Missing outcomes | Any call without an outcome |
Time zones and periods
"Today" and daily charts use your workspace time zone. Calls are counted in the period they were placed, even if the outcome was saved later.