Track Call Metrics with the Sierra Dialer Dashboard

Why This Feature Matters

• Helps assess call productivity across your team

• Tracks valid conversations, voicemails, appointments, and call outcomes

• Allows data-driven coaching and performance management

• Ensures accountability by distinguishing real dialer activity from manually logged calls

Step-by-Step Instructions

1. Enable the Dialer for Your Team

• At the account level: Enable the Sierra Dialer from your admin settings

• At the user level: Each agent must connect to the Sierra Dialer in their individual user profile

2. Access the Dialer Dashboard

• In the Sierra Admin, click the gear icon, then select Dialer Dashboard

3. Understand the Metrics in the Dialer Dashboard

⚠️ Only calls placed through the Sierra Dialer are tracked—manually logged calls are excluded.

Column	Description
Dials	Outbound calls placed via browser or phone; includes instant calls. Not dependent on call logging.
Valid Conv.	Calls marked as “Talked to Lead,” or appointments scheduled. Must be logged via call overlay.
Wrong #	Calls marked as “Wrong Number.” Must be logged via call overlay.
Messages Left	Calls where a voicemail was dropped or status set as “Left Message.” Must be logged.
Buyer Appts.	Calls logged as “Talked to Lead and Scheduled Buyer Appt.”
Listing Appts.	Calls logged as “Talked to Lead and Scheduled Listing Appt.”
Total Appts.	Total of Buyer + Listing appointments scheduled via outbound calls
Appts/Hr.	Number of appointments scheduled per hour of calling (must be logged)
Duration	Total time (in minutes) spent on Dialer calls. Not dependent on logging.

 

 

Best Practices

 

 

• Train agents to log all calls using the call overlay to ensure accurate reporting

• Review Valid Conversations and Appointment metrics weekly to coach based on engagement, not just call volume

• Use Appts/Hr. to assess efficiency and adjust lead distribution as needed

• Compare Duration with other metrics to identify high-effort, low-yield calling patterns

 

 

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Troubleshooting Common Issues

 

 

Issue: Call metrics not appearing for an agent

Solution: Confirm the agent is using the Sierra Dialer and not manually logging calls.

 

Issue: Duration is showing but other metrics are 0

Solution: Remind the agent to use the log call overlay after each call to ensure engagement data is recorded.

 

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FAQs

 

 

Q: Are manually logged calls included in the dashboard?

A: No. Only calls placed through the Sierra Dialer are included.

 

Q: Can I see metrics per agent?

A: Yes. The dashboard breaks down call data by agent.

 

Q: What’s the difference between Total Appts. and Appts/Hr.?

A: Total Appts. is a raw count of all appointments scheduled. Appts/Hr. shows how many were scheduled per hour of calling.