Dialing vs Idling shows how much time each rep spends on the dialer, and how much time they're online but not dialing. It's built from call activity, so reps don't have to track anything.
Find it
Go to Analytics → Dialing vs Idling.
Use the team picker to focus on specific reps, and pick a date range.
How time is counted
Dialing: time on a live call, plus gaps of up to 5 minutes between calls.
Idling: longer gaps, up to an hour. The rep is still around, just not dialing.
Offline: anything longer, plus the time before the first call and after the last one.
Click the gear icon to change these thresholds, the daily target (5 hours of dialing by default) and the hours of the day that count.
Tiles and the Summary table
The tiles show dialing per day against your target, qualified dials, utilization (dialing divided by time online), idling, connection rate and talk time.
Per day averages over every calendar day in the range, weekends included. Period total shows totals instead.
In the Summary table, a green dot means the rep is online now, and the Shift strip shows when they usually work.
Utilization is green at 60% or more, orange from 35%, and red below that.
Days follow your time zone. Switch to Rep's time to use each rep's own local day.
Daily activity
The Daily activity tab shows hours of dialing per rep and day: dark green is an hour or more over target, green meets it, amber is within an hour, red is further below, and a dot means no dialing.
Click a day for that rep's day view, with a timeline that's green while dialing and amber while online but idle.
Pick Today to watch the day unfold. Hover a rep's timeline for their shift and totals so far.
Every column has an info icon with its definition, and Definitions explains every metric.