Qualified counts records whose Qualified_Date was stamped in the window, attributed to the record's owner — the same source as the Qualified report on the Reports tab, but scoped to the dispo team. So the two can differ: anything qualified by someone outside the team shows there and not here. It carries the same known undercount, since Qualified_Date isn't stamped on every path to Status = Qualified.

Texts come from the Zoho Voice SMS module, not the Analytics pivot: the pivot's Inbound/Outbound Texts columns read 0 on every daily row (they only appear in its grand total), which is why this table used to show no texting at all.

45 seconds is Zoho's own line. Zoho Analytics' "Connections" column is a 50-second duration rule — reverse-engineered against the raw call log over 47 days (309 vs its 302, matching exactly on 41 of them). It is not a voicemail detector; Zoho has no voicemail flag for outbound calls. 45s keeps this dashboard next to that screen instead of telling a different story about the same calls.

Pickups = the line was answered at all. Connections = the call lasted 45s+, i.e. long enough to be a real conversation rather than a voicemail greeting. Talks (90s+) is the stricter cut for a genuine conversation. Zoho can't flag voicemail on outbound calls — the carrier reports a recording picking up exactly like a person, and the CRM's call-result field is never filled in — so length is the only separator available. Counting every pickup as a connection reads ~93% connect rate on cold calls, which isn't real.

SMS is split by source (Zoho Voice message log, not the Dials/Connections pivot below): Campaign = a property-marketing blast (has a template); 1:1 = a real back-and-forth text. The two data sources sometimes disagree sharply on total SMS volume (e.g. Sabah) — they're genuinely different systems, not a rounding difference. Meaningful Touches is the CRM's own auto-counted engagement measure — a longer, more thorough conversation still counts as one touch, so a lower number can mean fewer but deeper conversations, not less activity.