Dials per hour

Dials per hour is one of the simplest numbers in a campaign report: how many calls the dialer placed on behalf of one agent in an hour. It tells you whether the dialer is keeping people busy or letting them sit idle between conversations. A low figure usually points at thin lead lists, conservative pacing, or agents stuck in long calls that block the dialer from feeding them anything new.

The number rises and falls with your pacing choices. In Predictive dialing the system uses the Dial level and the calculated Lines per agent to decide how aggressively to dial, so a higher level produces more dials per hour. Slower modes like Preview dialing or Manual dialing (click to dial) naturally show fewer dials, because the agent controls each call and there is no machine racing ahead to place the next one. The Contact rate then tells you how many of those dials actually reached a live person rather than ringing out.

Reading it carefully

More dials is not automatically better. Pushing the dialer too hard inflates your Drop rate and your Abandonment rate, because calls connect with no free agent to take them, and that path runs straight into compliance trouble. A healthy view pairs dials per hour with the Answer rate and the Conversion rate so you see effort and outcome together rather than chasing raw volume for its own sake. Two thousand dials that produce nothing is worse than half as many that close.

You will find this metric on the Real-time report for a live snapshot and on the Agent performance view for end-of-shift comparisons. Treat it as a diagnostic, not a target. If dials per hour drops sharply mid-shift, check whether a Lead list ran dry, whether agents are stacking up in Wrap-up, or whether Talk time crept up on a hard campaign. It is a useful key performance indicator, or KPI, but only when you read it alongside the quality numbers it sits next to.