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      Call Count Breakdown Analytics
      • 11 Sep 2024
      • 3 Minutes to read
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      Call Count Breakdown Analytics

      • Updated on 11 Sep 2024
      • 3 Minutes to read
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      Article summary

      Understanding the different types of calls is important for analyzing data because it helps us learn more about each call's purpose. By categorizing calls based on their type, like sales calls, support calls, or customer inquiries, we can see how well our teams are doing and find ways to improve.

      Let's dive into the details.

      What is Call Count Breakdown?

      Call Count Breakdown is an interactive, visual representation of all calls (inbound and outbound) in your Office, Main Line, Department, Coaching Team, or Contact Center over a select period of time.

      To access the Call Count Breakdown, head to your Dialpad Admin Portal. 

      1. Select Analytics 
      2. Select the desired filters 
      3. Navigate to Call Count Breakdown

      Call Count Breakdown definitions

      Understanding Call Count Breakdown categories will help you analyze and improve the performance of your business operations. 

      Don't forget to review our Analytics Glossary for more information on your Dialpad data.

      Call Overview 
      Total CallsAll inbound and outbound calls for the selected timeframe.
      Handled Calls All calls that connected an Agent to a caller, including inbound, outbound, and callback call
      Inbound Calls 
      Inbound Calls All inbound calls.
      AnsweredCalls that connected to a Dialpad user.
      Manual TransferCalls that were answered and manually transferred to a Dialpad use.
      UnansweredCalls that did not connect to a Dialpad use.
      Missed

      Calls that rang, but were not answered. For group calls, this means operators were run but did not answer.

      Missed Voicemail Missed calls where the caller left a voicemail.
      Abandoned Calls that ended before an agent or operator was rung.
      Short-Abandoned Calls that were abandoned within a threshold designed by the Contact Center. Short Abandoned calls are not included in the Service Level calculations. 
      Unanswered TransferThe sum of auto, router, DTMF, forwarded, and scripted IVR transfers that never connected to an operator.
      Router TransferCalls that were transferred based on the caller's area code. 
      Auto TransferCalls that were transferred to another Department, Office, Contact Center, geo router, room phone or team member.
      Forward TransferCalls that were transferred from a desk phone to another number.
      DTMF Transfer Calls that were auto-transferred via an automated response menu. 
      Scripted IVR Transfer
      		Calls that were transferred via a scripted IVR workflow.
      Other Voicemail Calls that did not ring and went to voicemail. 
      Direct to VoicemailCalls that did not ring and were sent directly to voicemail. 
      In Queue VoicemailCalls where the caller was in the queue, but decided to leave a voicemail and end the call. 
      DTMF VoicemailCalls where the caller selected the voicemail option from an automated response menu. 
      Transfer Voicemail Calls that were transferred and then sent to a Department or individual's voicemail. 
      Message Calls that ended at the 'to a message' fallback option.
      SpamCalls that were detected as spam. 
      Callbacks RequestedCalls that ended with a request for an in-queue callback. 
      Outbound Calls 
      Outbound CallsAll outbound calls.
      User InitiatedCalls initiated by a Dialpad user.
      Connected

      Outbound calls that were picked up. 

      Does not include system-iniated callbacks. 

      Manual TransferCalls that were manually transferred to another user and connected. 
      CancelledOutbound calls that hung up before they connected.
      Callback AttemptsAll calls made to fulfill in-queue callback requests.
      Successful Callbacks Calls made to fulfill in-queue callback requests, where the original caller accepted the callback and connected with an agent. 
      Unsuccessful CallbacksCalls made to fulfill in-queue callback requests that were not connected to an agent or the caller.
      Unsuccessful Callbacks: Missed by CustomerCalls made to fulfill in-queue callback requests, where the caller declined or did not answer the call.
      Missed by Customer: Customer Declined/MissedNumber of callbacks that rings the customer first to be placed back in queue for an available agent, but the customer misses or declines the callback. 
      Missed by Customer: Ring, no answer by customerNumber of callbacks that connected with the agent first but the customer never answers when the agent tries to call back the customer. 
      Missed by Contact CenterCalls made to fulfill in-queue callback requests that ended without connecting to an agent. 
      Missed by Contact Center: TimeoutCalls made to fulfill in-queue callback requests that timed out in the queue without ringing an agent. 
      Missed by Contact Center: Agent declined/missedCalls made to fulfill in-queue callback requests that timed out in the queue without connecting to an agent.
      Missed by Contact Center: Customer Accepted/Agent declined Calls made to fulfill in-queue callback requests that were accepted by the caller but ended without connecting to an agent (dial operator first).
      Missed by Contact Center:Agent dialed first: agent declined/missedCalls made to fulfill in-queue callback requests that ended without connecting to an agent (dial operator first).
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