Advanced Dialer Call Report Overview

Overview

Report Type	Granularity	Purpose	Primary Use Cases
Call-level detail	One record per dialed call attempt	Track outbound calling activities via Talkdesk Advanced Dialer for campaign performance, agent productivity, contact outcomes, and compliance monitoring.	Campaign performance tracking, contact pattern analysis, agent productivity monitoring, connectivity troubleshooting, dialing strategy optimization, compliance measurement.

Field Definitions

Core Identification Fields

Field	Type	Description	Key Uses
Interaction ID	UUID	Talkdesk unique call identifier (primary key)	Join across reports, link recordings, track call journey
Advanced Dialer Interaction ID	UUID	Advanced Dialer system identifier for the call	Vendor troubleshooting, billing reconciliation, platform logs
External Call ID	String	Advanced Dialer native call reference	Debug dialer issues, support tickets
Contact ID	String	Talkdesk contact record identifier	View contact history, segmentation, multi-touch attribution
Contact External ID	String	CRM/external system customer ID	Reconcile with external systems, data import/export

Campaign and List Management

Field	Type	Description	Key Uses
Campaign Name	String	Human-readable campaign name (Advanced Dialer)	Compare campaigns, ROI reporting, filtering
Campaign ID	Numeric	Unique campaign identifier	Precise filtering, API references
List ID	Numeric	Contact list identifier	Track list performance, source comparison
List Name	String	Human-readable list name	Lead quality analysis, vendor evaluation
Record Prefix	String	Contact record category/segment	Record segmentation, custom routing

Contact Information

Field	Type	Description	Key Uses
CLI (Caller Line ID)	Phone	Outbound number shown to contact (ANI)	Monitor answer rates, local presence strategy, caller ID reputation
Contact Phone Number	Phone	Destination number dialed	Verify dialing accuracy, detect invalid numbers, list quality
Contact Number	String	Alternative/supplementary contact number	Alternative contacts, number formatting

Call Attempt Tracking

Field	Type	Description	Key Uses
Attempt Number	Integer	Sequential attempt for this contact (1, 2, 3...)	Optimize retry strategies, measure persistence, calculate attempts-to-connect
Dial Mode	Enum	Predictive / Preview / Progressive	Compare mode effectiveness, optimize campaigns, balance prep vs. productivity

Timing and Duration Metrics

Field	Type	Description	Key Uses
Call Started Time	DateTime	When the call connected and the conversation began (answered)	Calculate time-to-answer, analyze optimal call times, and timezone compliance
Ringing at Customer	Seconds	Duration phone rang before answer/failure	Optimize ring duration, detect answering behavior patterns
Call Finished Time	DateTime	When the call ended (any party disconnect)	Calculate duration, analyze patterns, schedule callbacks
Total Duration	Seconds	Connected call duration (Finished - Started)	Average handle time, resource estimation, efficiency metrics

Call Outcomes and Disposition

Field	Type	Description	Key Uses
Agent Disposition	String	Agent-selected outcome (customizable per campaign)	Success rates, coaching, follow-up segmentation, conversion metrics
System Disposition	String	Automated technical outcome (standardized)	Identify technical failures, deliverability issues, and dialer accuracy
Non-Connected Reason	String	Detailed reason for connection failure	Root cause analysis, list quality issues, optimize dialing logic

Examples of Agent Dispositions: Sale Completed, Not Interested, Callback Requested, Wrong Number, Left Voicemail, Schedule Appointment
Examples of System Dispositions: Connected, Not Connected
Examples of Non-Connected Reasons: Number Disconnected, Invalid Number Format, Carrier Error, Do Not Call List, Busy Signal, Answering Machine, Call Rejected, Timeout

Agent and Team Information

Field	Type	Description	Key Uses
Agent ID	UUID	Talkdesk agent identifier	Individual performance, metrics calculation, and audit
Agent Name	String	Agent full name	User-facing reports, leaderboards, and coaching
Team Name	String	Advanced Dialer team assignment	Team performance comparison, resource allocation
Transferred Agent ID	UUID	Receiving agent ID (null if no transfer)	Track transfer patterns, escalation rates
Transferred Agent Name	String	Receiving agent name (null if no transfer)	Identify specialists, transfer effectiveness

Call Quality and Technical Details

Field	Type	Description	Key Uses
Advanced Dialer SIP Hangup Code	Numeric	SIP protocol termination code (RFC 3261)	Diagnose technical issues, carrier problems, and network health
Is Callback?	Boolean	Yes = scheduled callback; No = standard campaign call	Separate callback vs. cold outreach performance, conversion rates

Common SIP Codes: 200 (Normal), 404 (Not Found), 486 (Busy), 487 (Terminated), 503 (Unavailable), 603 (Decline)

Additional Information

Field	Type	Description	Key Uses
Notes	Text	Agent free-form notes during/after call	QA context, future interactions, customer insights, text analytics
Tasks Name	String	Follow-up tasks/activities created	Track post-call work, completion rates, CRM integration

Understanding Call Flow

Typical Sequence:

List Selection: Record from List (List ID/Name) in Campaign (Campaign ID/Name)
Dialing: System dials via specified Dial Mode to Contact Phone Number showing CLI
Ringing: Tracked in Ringing at Customer
Connected: Call Started Time recorded when answered
Conversation: Agent interacts with contact
Ended: Call Finished Time, Total Duration calculated
Disposition: Agent Disposition + System Disposition recorded
Documentation: Notes added, Tasks created

Special Scenarios:

Transfers: Transferred Agent ID/Name populated
Callbacks: Is Callback? = Yes
Failed Attempts: System Disposition shows failure, Non-Connected Reason details cause
Retries: Attempt Number increments per contact

Common Report Use Cases

Use Case	Key Fields	Goal
Campaign Performance	Campaign Name, Agent Disposition, System Disposition, Total Duration, Attempt Number	Measure effectiveness and ROI
List Quality	List Name, System Disposition, Non-Connected Reason, Contact Phone Number	Identify poor-quality lists
Agent Productivity	Agent Name, Team Name, Call Started Time, Total Duration, Agent Disposition	Compare performance, coaching
Retry Optimization	Attempt Number, Agent Disposition, Ringing at Customer, Call Started Time	Determine the best retry timing
Technical Troubleshooting	SIP Hangup Code, System Disposition, Non-Connected Reason	Diagnose connectivity issues
Compliance	CLI, Contact Phone Number, Call Started Time, Notes	Calling time regulations, DNC

Available Filters

Date/Time: Call Finished (ranges supported), Timezone
Outcomes: Agent Disposition, System Disposition
Campaign: Campaign ID, Campaign Name, List ID, List Name
Agent/Team: Agent Name, Team Name
Contact: Contact ID, Contact External ID, Interaction ID
Call Details: Dialing Mode, Attempt Number, Is Callback?
Operators: equals, contains, not equals, does not contain (where applicable)

Data Quality Notes

Null/Missing Values:
- Transferred Agent fields: Null when no transfer
- Ringing at Customer: May be 0/null for certain System Dispositions
- Notes: Optional, often blank
- Non-Connected Reason: Only populated on connection failure
Data Refresh: Available within 5-15 minutes of call completion
Best Practices:
- Use both Agent and System Disposition for complete outcome understanding
- Combine filters for meaningful insights (Campaign + Date + Disposition)
- Export raw data for BI tools
- Track trends over time vs. single-day snapshots
- Correlate with other reports via Interaction ID

Key Terminology

ANI: Automatic Number Identification (calling party number = CLI)
CLI: Caller Line Identification (outbound number displayed)
DNIS: Dialed Number Identification Service (Contact Phone Number)
Advanced Dialer: Third-party platform powering Advanced Dialer systems
Predictive Dialing: Algorithm dials multiple numbers per agent
Preview Dialing: Agent reviews contact before dialing
SIP: Session Initiation Protocol (voice call standard)
System Disposition: Automated technical outcome
Agent Disposition: Manual agent-assigned outcome

Support Resources

Report Config: support.talkdesk.com
Campaign Setup: Advanced Dialer Administrator Guide
API Integration: docs.talkdesk.com/docs/advanced-dialer-api