# Dashboard Overview - Dialer Dashboard Report The **Dialer Dashboard** is a real-time view of dialing activity across all active projects. It is accessible through the **MAXWell Portal** via the **PhoneOps Dashboard** option in the left-side navigation menu. The dashboard refreshes automatically every **15 seconds** and is active between **9:00 AM and 2:00 AM** daily, covering the full span of dialing operations. --- ## Dashboard Layout The dashboard is organized into two main sections: ### Overall Study Summary The top section displays a **single rolled-up row per project**, combining the activity of all agents currently working that project into one summary line. This gives ops staff and PDs a quick at-a-glance view of how each project is performing across the floor without having to dig into individual agent detail. [![image.png](https://portal.maxresinc.com/kb/uploads/images/gallery/2026-03/scaled-1680-/E3ximage.png)](https://portal.maxresinc.com/kb/uploads/images/gallery/2026-03/E3ximage.png) ### Per-Project Breakdown Below the summary, each project is displayed individually with its own table. Each table lists **one row per agent** currently working that project, identified by their numeric **Agent ID** in the leftmost column. At the bottom of each table is a row labeled **SRVR**, which represents calls that were dispositioned automatically by the dialer before ever reaching an agent -- interviewers do not see these calls. [![image.png](https://portal.maxresinc.com/kb/uploads/images/gallery/2026-03/scaled-1680-/hMBimage.png)](https://portal.maxresinc.com/kb/uploads/images/gallery/2026-03/hMBimage.png) #### Call Results Details Next to each project name in the per-project breakdown is a **"Click here to see Call Results Details"** link. Clicking it opens a small pop-up window listing **every call result code recorded for that project since the start of the current day**, along with its count. This is particularly useful when the **Resolved** column shows a high number -- the pop-up lets you quickly see which specific resolved codes are driving that count (for example, a spike in disconnected numbers, wrong numbers, or fax tones) without having to pull a separate report. [![image.png](https://portal.maxresinc.com/kb/uploads/images/gallery/2026-03/scaled-1680-/ud2image.png)](https://portal.maxresinc.com/kb/uploads/images/gallery/2026-03/ud2image.png) --- ## Column Sets Every row -- whether in the summary or the per-project breakdown -- displays three sets of columns: **Total**, **Current Hour**, and **Last Hour**. All three sets share the same column definitions, described below. --- ## Column Definitions The following columns appear under each of the three time-period sets. ### Dialed The total number of phone numbers attempted by the dialer or agents in 1:1 mode, regardless of how the call ended. Any number the system touched counts here. ### Connected The number of calls where a connection was established and the call was **passed to an agent or interviewer** to handle. A connected call means a live respondent (or answering machine) was reached and handed off. ### Dropped / DNO1 A combined count of two related non-productive outcomes: - **Dropped** -- calls where the dialer hung up before reaching 4 rings (dialer-initiated drop). - **DNO1 (Dialer Sent No One)** -- calls where the respondent answered but hung up before the call could be connected to an available agent/interviewer. *\*These are a gray area, and could be confused with Respondent Hung Up During Intro* ### Refusals A combined count of respondents who declined participation, covering four specific disposition codes: - **RHU** -- Respondent Hung Up during the introduction or screener text. *\*These are a gray area, and could be confused with Dialer Sent No One* - **SRF** -- Soft Refusal (respondent declined but may be re-contacted). - **HRF** -- Hard Refusal (respondent declined and should not be re-contacted). - **DNC** -- Do Not Call (respondent requested to be added to the internal DNS/suppression list). ### Resolved The total count of numbers that have reached a **final, non-productive outcome** -- meaning the number is effectively dead and will not be redialed. This includes any disposition where no further contact attempt would be made, such as: Completes, Terms, Over Quotas, disconnected numbers, language barriers, fax/computer tones, wrong numbers, and similar unworkable results. ### Complete The number of interviews that were **fully completed** by a respondent who qualified and finished the entire survey. ### Terms Respondents who were **screened out** (terminated) during the interview because they did not qualify for the study based on the screener criteria. ### Over Quota (OQ) Respondents who qualified and would have completed the interview, but were **terminated because the quota cell they fell into was already full** at the time of their call. ### Incidence A calculated percentage representing the **rate at which willing respondents qualify and complete** the survey. The formula is: `Incidence = Completes / (Completes + Terms + Over Quotas)` A higher incidence percentage means a larger share of respondents who engage with the survey are making it through to a complete. A lower incidence typically indicates heavy screening requirements or a difficult-to-reach target population. --- ## Usage Notes - This dashboard is intended for **monitoring active dialing sessions**. It is not a replacement for end-of-day or end-of-project reporting. - Because the data refreshes every 15 seconds, numbers will shift during active calling hours -- especially in the **Current Hour** columns. - The **Last Hour** columns provide a stable recent snapshot and can be useful for spotting trends or sudden changes in call patterns. - If a project does not appear on the dashboard, confirm with programming staff that the project is actively loaded and dialing.