The Voicemail Agent Handling Report provides visibility into agent performance and workload distribution for voicemail resolution. It helps teams understand how each agent assigns, handles, and resolves voicemails. The report highlights the number of voicemails assigned to agents, how many they successfully resolved, how many remain unresolved, and the average time taken to resolve voicemails.
This report is useful for evaluating agent efficiency, workload balance, and resolution turnaround times. Managers can use it to identify performance trends, detect delays in voicemail handling, and ensure service levels are maintained.
Let's get into the details of this report.
Who can use this
The Voicemail Agent Handling report is available for Dialpad users with the Dialpad BI add-on who are Company Admins or have Analytics-specific permissions.
You'll also need to be on a Dialpad Support or Dialpad Sell plan.
Default filters
This report contains four default filters:
Calls Start Time (Required)
Calls Is During Open Hours (Yes/No)
Voicemails Last Resolver
Call Target Name
Visualization Type
The Voicemail Agent Handling report is a templated report displayed in a table format.
Select Settings (the gear icon) > Download to save your data to your computer, with multiple formatting and selection options.
Data Dictionary
This report contains unique Analytics definitions — read through the following table to learn more about the data in your report.
Last Resolver | The agent who last handled and resolved the voicemail. |
Count Assigned | The total number of voicemails that were assigned to the agent during the selected reporting period. This indicates the workload distributed to the agent. |
Count Resolved | The total number of voicemails that the agent successfully resolved. This reflects the agent’s completed voicemail handling activities. |
Count Unresolved | The number of voicemails assigned to the agent that remain unresolved at the time the report is generated. This helps identify pending workload. |
Avg. Time to Resolve (Minutes) | The average time, measured in minutes, that the agent takes to resolve a voicemail from assignment to completion. This metric indicates efficiency and responsiveness. |
Note
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