Analytics: Charting Data

Analytics tell you a lot about your business, and Dialpad's Analytics menu organizes data into an easy-to-understand format to quickly gain insight.

Let’s dive into the details.

Who can use this

Company Admins can access analytics for all Offices, Departments, and individual team members in their company.

Office Admins can access analytics for their Office, Departments, and individual team members they are the admin of.

Department Admins and/or Contact Center Admins can access analytics for departments and/or contact centers they are the admin of.

Individual team members can access analytics for their own personal calls and messages. They can only access company-wide analytics if granted permission by their account admins.

Access analytics

To access your Dialpad analytics, go to the Dialpad Admin Portal and select Analytics (that's the trendline icon on the sidebar).

From here, you can filter, save or export your data.

Set a default analytics view

Select the Pin icon in the top-right corner to set your default view that will display each time you visit the analytics page.

Note

Set your default view as All calls, My calls, or a saved search.

Once you've set a default view, a yellow-colored pin appears in the top-right corner indicating you are viewing your default view.

Multi-target filter

Use our multi-target filters to obtain granular information about your individual performance, your team's performance, or your even your entire company's.

By default, if you’re an office or company admin, when you first view your analytics, it will be filtered to All calls for Entire Office. If you’re an individual team member, you will only see your own data.

To update your analytics view:

1. Select This Office filter

2. Select a User or Group from the drop-down menu

3. Filter by call type

   1. Call type: Users — Displays calls made and received by the selected users, including calls to their personal line, and all other Departments and Contact Centers they are a member of.

      • This can be filtered further by any group they belong to.

   2. Call type: Groups — Displays calls made and received in the filtered group(s).

4. Select Add another user or Add another group to enter another target of the same type

Once a filter has been applied, add additional targets to the filter.

Note

Only Departments and Contact Centers can be mixed. You cannot search for a Department and Coaching Team.
Restrictions are as follows:

• Multiple Departments, Contact Centers, or Main Line

• Multiple Coaching Teams

• Multiple users (+/-group)

• Single office or company

Additional filters

In addition to our multi-target filters, Dialpad offers the following additional filters.

• Date Ranges: Filter based on specific time periods

  • Preset date ranges

    • Today

    • Yesterday

    • Last week

    • Last month

    • Past 7 days

    • Past 30 days

    • Past 90 days

    • Past 180 days

    • Past 365 days

  • Custom date range

Notes

• Preset range selections automatically fill the start and end date. For example, selecting "Past 30 Days" on April 1 will display data from March 1 to April 1.

  • Important: This is not a rolling filter. If you revisit the same URL the next day (April 2), the preset dates remain unchanged—you’ll still see data from March 1 to April 1, not April 2.

• To refresh your data, reset your filters.

• Preset range selections starting with "Past" will include today's data with the historical data.

• Duration: Filter based on the call length

• Call content: Filter based on  Ai features

  • Keywords

    • Select up to five keywords (separated by commas)

  • Moments

    • Select up to five custom moments (separated by commas)

With any call content filter, you'll need to have Ai enabled.

Note

Call content filters are not supported if you've searched multiple targets.

If you search for multiple call content filters, it will return calls in which both call content features occurred on the same call.

• Labels: Filters the call by the shared line's label

  • Labels can only be filtered for external inbound calls to shared lines with a label.

  • Labels can only be filtered to the target called, such as your contact center or department

  • If the call had an internal transfer, it will not be filterable by label
    

• Internal/External: Filter the calls tab to drill into internal or external call data

Note

Deleted and self-calls (calls that you make to yourself, such as checking your voicemail) are not included in internal or external calls.

This filter does not apply to exports, other tabs in analytics, or Dialpad Meetings.

Saved search for filters

Easily return to frequently used filters by saving your search.

To save a search:

1. Select the desired filter(s)

2. Select Save this Search
   

3. Name the search

4. Select Save Search

Tip

Saved searches are bookmarkable, allowing you to save the URL and quickly return to the exact filtered view whenever you need it.

To delete a saved search, open it and select the Trash icon in the top-right corner. Saved search also offers edit and reset options if you decide to make any changes.

Keep in mind your saved searches in the analytics section do not carry over to the call history page.

Analytics categories

Dialpad provides many different visualizations on key topics, allowing you to stay on top of your contact center and agent's performance.

Easily switch view the different data by clicking between section categories. Dialpad offers out-of-the-box reporting on the following categories:

• Calls

• Ai CSAT (if added to your plan)

• Moments

• Unanswered

• Service level

• Duration

• Texts

• Queue

• Agent status

• Heatmaps

• Concurrent calls

Let's go over each category.

Calls

The Calls Tab provides a graph of your call volume over time. Select a day to open a detailed overview of the call events for that day.

Below the Call volume over time chart, you'll see the Call Count Breakdown.

The Call Count Breakdown displays an overview of call types and activities during the timeframe set in your filter.

Select the arrow beside each target activity to expand the content.

If you have not filtered for specific keywords or moments, the Calls Tab data displays granular data on the total number of calls. More than just being able to view the total number of inbound and outbound calls, you can also quickly reference the following:

• Total number of Answered Calls

• Total number of Unanswered Calls

• Total Number of Callbacks Requested

• Total Number of Calls Initiated by a Dialpad User

• Total Number of Callbacks

Each of these sections is further broken down into:

• Total Number of Missed Calls

• Total Number of Abandoned Calls

• Total Number of Unanswered Transferred Calls

• Total Number of Other Voicemails

• Total Number of Messages

• Total Number of Spam Calls

• Total Number of Connected Calls

• Total Number of Cancelled Calls

Hover over each item to see the target's definition, and be sure to review our Analytics Glossary.

Ai CSAT

The Ai CSAT tab allows you to stay on top of the customer experience by monitoring your customer satisfaction survey results and Ai predictions.

In order to see this tab, you must have Ai CSAT enabled.

Quickly view your overall Ai CSAT score and response rate, as well as weekly and 30-day trends.

Monitor agent performance by checking their CSAT score, the CSAT variance over the selected time period, and the number of their calls that were rated.

Moments

The Moments tab displays an overview of your Custom Moments usage over time.

If you have not searched for a specific moment, this tab will show the top moments (by their occurrence count) within the sample of calls you’ve filtered for.

Admins can review the moments’ occurrence trends plotted over time, as well as an agent leaderboard with occurrence counts of the top moments.

Search for a specific moment (or 3), by using the moment filter.

Check the box beside the moments you'd like to review and select if you'd like to see data on where the moment was used (ie on the agent side, customer side, or both).

Unanswered

The Unanswered tab provides insight into the number of unanswered calls over time.

Each day displays the total number of voicemails, missed calls, abandoned calls, short-abandoned calls, and unanswered transferred calls. Click on the bar graph to see the total number of calls compared to the total number of unanswered call types.

Below the graph, you'll see an agent leaderboard that highlights the total number of missed calls (as well as how they were missed) for each team member.

Duration

The Duration tab provides you with information on call duration, the amount of time that a call is connected to an agent (also known as talk time).

Click on any date on the Call Duration Over Time graph to see a detailed breakdown of the total call duration (inbound and outbound), total inbound call duration, and total outbound call duration.

Below the graph, you'll find call duration totals and averages for the filtered timeframe.

Texts

The Texts tab displays the total volume of text messages sent over the filtered timeframe.

Click on any date on the Text Volume Over Time graph to see the total number of texts, and the number of internal (messages sent to Dialpad team members) and external messages (messages sent to a non-Dialpad number).

Below the overview, you'll see a per-agent breakdown displaying:

• Total number of Inbound messages (ie received messages)

• Total number of Outbound messages (ie sent messages)

• Total number of group messages

• Total number of messages sent internally

• Total number of messages sent externally

• Total number of delivered messages

• Total number of undelivered messages

• Total number of failed messages

• Total number of messages with an unknown delivery status

Agent status

The Agent status tab displays the time agents spend in an Available or On-Call status.

Click on the graph bars to review the daily totals and number of time spent in each status.

Agent status data can be exported to display a summary of agent status periods for the contact center (agent status statistics), or display records of all agent status changes in the contact center (agent status logs).

Below the Agent Availability Over Time graph, you'll find an agent leaderboard, providing individual agent information on the amount of time they spent in each state. You can also see the amount of time they spent handling another contact center, which is especially helpful to understand a complete overview of their time.

Heatmaps

The Heatmaps tab provides a simplified visualization of your call volume and answer times. Use this tab to figure out when exactly you’ll need more agents available to answer calls, cutting down on lengthy wait times that often hurt customer satisfaction.

Concurrent calls

The Concurrent Calls tab tracks how many calls are in progress at any one time, each day of the week. It’ll assist in contact center forecasting and aligning agent schedules to prepare for a large number of calls.

Click on the graph bars to review the totals.

Disposition

The Disposition tab displays an overview of your Call Dispositions usage over time.

If you have not searched for a specific call disposition, this tab will show the top dispositions (by their occurrence count) within the sample of calls you’ve filtered for.

Click any date to see an overview of dispositions used on that day.

Below the graph, you'll find a breakdown of each disposition's total usage, and percentage used during the selected time period.

IVR menu tab

The IVR Menu tab is a great place for Department and Contact Centers to analyze the use their IVR menus. You'll see IVR menu options, usage count, and usage percentage.

Select any date to see an overview of IVR Menu options used on that day.

Below the graph, you'll see the usage totals and percentages for each IVR menu option.

Alerts by day

Use the Alerts by Day overview to stay on top of your contact center's performance by tracking how often your Contact Center alerts are triggered. To find the alerts by day overview, scroll below the Call Count Breakdown on the calls tab.

Here, you'll find a graph overview of the following alerts:

• Service Level

• Wait Time

• Queue Size

• No Agents

• Agents Off-Duty

Select a day to view how many times the alert was triggered on that day.

Recommendations by day

Use the recommendations by day overview to see how often your Real-Time Assist cards are being used by your agents. To find the recommendations by day overview, scroll below the call count breakdown on the calls tab.

View the grand total of real-time assist cards used at the bottom, and click on a day to view how many times real-time assist cards were triggered on that day.

Calling habits

Learn the how and the who of your team's calling behavior from the Calling Habits section.

These pie charts are located on the calls tab, below the recommendations by day section.

Here's where you can get a general sense of how calls are placed/received throughout your office.

These stats include:

• % of Calls Internal vs External (calls outside the company)

• % of Device Usage (web app, desktop app, mobile VoIP, etc.)

  • (Device usage statistics will only reflect calls made directly to/from individual users, and not calls made to/from groups like contact centers, departments, or offices)

Note

Calling Habits are only visible when an admin is looking at an entire Office's analytics, not a single Department or Contact Center.

Additional call habit metrics are available to individual team members only or when an admin is looking at their personal analytics, including your average call length, and the busiest day of calling.

Leaderboards

Admins are able to easily monitor agent call volumes, number trends, and recommendation use with Dialpad's leaderboard feature.  

On the calls tab page, scroll to the very bottom of the page. Here, you'll find 3 different leaderboards:

• Agent calls

• Recommendations

• Phone numbers

Navigate between the three by selecting the name from the top.

The Agent Calls Leaderboard displays the total number of calls the agent incurred, broken down into the following totals:

• Total duration

• Average duration

• Answer time

• Placed

• Answered

• Missed

Filter the columns to display only the data you need.

Need to review individual team members' metrics? Click their name on the agent calls leaderboard to open a new view of their personal performance.

Note

The Agent leaderboard displays when you are looking at an entire Office's analytics, not a single Department's.

The Recommendations Leaderboard displays the most used real-time assist cards, and the card's CSAT (as rated thumbs up or thumbs down by the agent).

The Phone Numbers Leaderboard provides insight into the performance of your shared lines (ie main line, contact center or department).

Easily review how often calls were placed, missed, and received on each line. You can also compare each line's total and average call duration.

Note

If you're looking for specific Contact Center analytics read this Help Center article.