Contact Center Analytics

Analytics and Call History menus reveal a lot about overall performance, but Contact Centers in Dialpad can take advantage of deeper metrics that gather insight from every conversation.

Let's take a look at the metrics organized for a Contact Center.

Who can use this

Contact Center analytics are available to Dialpad Support and Dialpad Sell and customers on Advanced and Premium plans.
To access analytics, you must also be a Contact Center Admin or Supervisor, or be granted analytics permissions.

Access Contact Center analytics

To access your Contact Center analytics, head to your Dialpad Admin Portal.

Select Analytics
Select All calls
Select a Contact Center

Note

Only Admins or Supervisors can access the Contact Center Analytics, and no keyword or moment filter should be used.

Available metrics

Dialpad's out-of-the box analytics displays the following metrics.

Metric	Included Statistics
Unanswered	Chart: # of Total voicemail # of Missed # of Abandoned # of Short-abandoned # of Unanswered transferred Agent Leaderboard: Total Duration Average duration Answer time # of calls placed # of calls answered # of Total missed calls # of Missed: Ring No Answer calls # of Missed: Rejected calls # of Canceled calls
Service Level	Chart: # of SLA eligible calls # of Answered calls # of Missed calls # of Abandoned calls # of Unanswered transferred calls # of Short-abandoned calls Average speed to answer Open + closed hours # of Calls meeting Service Level Agent Leaderboard: Total Duration Average duration Answer time # of calls placed # of calls answered # of Total missed calls # of Missed: Ring No Answer calls # of Missed: Rejected calls # of Canceled calls
Duration	Chart: Total duration Outbound duration Inbound duration Average call duration Average hold time Average wrap up time Average handle time Agent Leaderboard: Total Duration Average duration Answer time # of calls placed # of calls answered # of Total missed calls # of Missed: Ring No Answer calls # of Missed: Rejected calls # of Canceled calls Total Hold time Average Hold time Total Wrap up time Average Wrap up time Total Ring time Average Ring time Total Talk time Average Talk time You can export this data to a CSV file by selecting Export at the top-left of the chart and select the report type you need.
Queue	Chart: Average speed to answer Average time in system Average call duration Agent Leaderboard: Total Duration Average duration Answer time # of calls placed # of calls answered # of Total missed calls # of Missed: Ring No Answer calls # of Missed: Rejected calls # of Canceled calls
Agent Status	Chart: # of hours available # of hours on a call in Contact Center # of hours on a call in other Contact Center # of hours Busy Agent Leaderboard: # of hours available # of hours off duty # of hours on call # of hours in wrap-up # of hours busy # of hours handling other Contact Center You can export this data to a CSV file by selecting Export at the top-left of the chart and select the report type you need.
Heatmaps (Weekly Averages)	Chart: Call volume Answer times
Concurrent Calls	Chart: Average concurrent calls Maximum concurrent calls
Ai CSAT	Chart: CSAT Score % Survey response rate % Evaluated by Ai Agent Leaderboard: CSAT Score % change compared to previous filter period Calls rated Customers with the Ai CSAT Add-on will additionally see Ai CSAT predictions along with their customer responses
Dispositions	Chart: Total disposition Agent Leaderboards: # of dispositions noted in total # of dispositions noted for each disposition Disposition Leaderboards: # of dispositions % of each disposition You can export this data to a CSV file by selecting Export at the top-left of the chart.
IVR Menu	Chart: IVR menu options (set by Contact Center) Usage count Usage percentage

Alerts by day

Under the Calls tab, navigate to Alerts by day to see the trends for Contact Center-based alerts including service level, wait time, queue size, no agents and agents off duty metrics.

Recommendations by day

Under the Calls tab, navigate to Recommendations by day to see trends for real-time assist cards that were triggered during agents' calls. This will give you insights into how often these cards are being used and their overall effectiveness during calls.

Note

The Alerts and Recommendations by day won't appear if you include today's date or if you select multiple Contact Centers in the filter.

Leaderboards

Dialpad offers 3 different Contact Center Leaderboards, letting you gain insights on your top performers, most used numbers and Ai recommendations.

Use the up and down arrows to sort the leaderboard by column, or even hide certain metrics if they don't matter do you.
Let's look at each leaderboard.

Agent calls leaderboard

The Agent calls leaderboard provides a clear overview of an agent performances, tracking an agent's number of calls, total call minutes, average call duration, answer time, outbound calls made, inbound calls answered, missed calls, and canceled calls.

Recommendations

The Recommendations leaderboard tracks the usage of each Real-Time Assist Card, along with its helpfulness ratings.

Phone numbers

The Phone numbers leaderboard tracks metrics like total calls, call minutes, average call duration, outbound calls, answered inbound calls, missed calls, and canceled calls.

Note

The Phone numbers leaderboard is only applicable if your Contact Center has more than one phone number assigned.

Heatmaps

More than just a dashboard, heatmaps provide a clear visual of call volume patterns and answer times, letting contact center managers can see which days of the week are busier than others and schedule the workforce accordingly.

Darker colors on the heatmap indicate higher call volumes or longer answer times for that time period. To view detailed information, hover over a cell in the heatmap.

If you want more data, select Show Exact Values to view the number of calls or answer time at all times.

You can also customize your heatmap by only displaying information during your line's open hours.

Dialpad offers 2 different types of heatmaps, lets look at each one.

Note

Heatmaps are only available for Contact Centers and do not include greetings or menus.

Call volume heatmap

The Call volume heatmap indicates the number of calls reaching the Contact Center during a period of time.

Answer times

The Answer times heatmaps shows how long callers wait in the queue before an agent answered their call during a specific period, excluding time spent on greetings or in the IVR menu.

Note

When you filter by a specific day or week, you'll see data for that exact period of time. However, if you filter by an entire month, Dialpad will show the average data across all days of the week.

Concurrent calls

The Concurrent calls tab shows how many calls are happening at the same time. Contact Center managers can use this information to plan agent schedules and get ready for future simultaneous calls, helping to reduce long wait times.

It will display average and maximum concurrent calls for each day of the week.

IVR Menu

In the IVR Menu tab, analyze the use of IVR menus in a Department or Contact Center. You'll see IVR menu options, usage count, and usage percentage.

Change your IVR menu configuration? IVR menu options will still appear in the IVR Menu tab for analytical purposes whether any options were changed or disabled.

Learn more about Dialpad's Contact Center analytics here.