BI Reporting: Call Volumes by Hour and Day of Week
    • 06 Jun 2023
    • 2 Minutes to read
    • Dark
    • PDF

    BI Reporting: Call Volumes by Hour and Day of Week

    • Dark
    • PDF

    Article summary

    Dialpad's 'Call Volumes by Hour and Day of Week' report offers a comprehensive analysis of call volume patterns in contact centers. This report helps assess staffing needs and identify bottlenecks. The heatmap format allows easy identification of abnormal spikes or drops in call volumes, unusual trends, and seasonal patterns. The report includes default filters for calls, start time, and target name. It is displayed as a combination of a heatmap and table, with the option to view call records without leaving the page. Users can also download the data with various formatting options. The report contains a data dictionary explaining the definitions and refresh rates of the data.

    Dialpad's 'Call Volumes by Hour and Day of Week' report provides a detailed view into your contact center's call volume patterns, great for assessing staffing needs and bottlenecks. With an easy-to-understand heatmap format, you can easily identify those anomalous days where call volumes crashed or spiked, spot unusual trends, and clearly see seasonality patterns.  

    Let's get into the details of this report. 

    Who Can Use This Feature

    The 'Call Volumes by Hour and Day of Week'  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 Contact Center or Ai Sales plan.

    Default Filters

    This report contains 3 default filters:

    • Calls is Entry Point Call
    • Calls Start Time
    • Call Target Name


    Visualization Type

    The 'Call Volumes by Hour and Day of Week' is a templated report displayed as a heatmap and table combination.


    Click the day to view a pop-up of the call records — call duration, start time, disposition, and call summary — without having to leave the page. call_by_day_week_drill.png

    Select 'Download' to instantly save your data to your computer, with multiple formatting and selection options. 

    Data Dictionary and Refresh Rates

    This report contains unique Analytics definitions —  read through the following table to learn more about the data in your report, and how soon it comes available after a call. 



    Availability after Call End

    Call ID

    A unique ID automatically assigned to each call. We generate new call IDs most of the time a call is transferred. Entry point call and user call have different call IDs as well.

    5 Minutes

    Target ID

    Unique ID automatically assigned to the Office, Department, user, or group.

    5 Minutes

    Target Kind

    Indicates whether the target was an Office (Main Line), Department, Call Center, Router, room, or user. Unconnected outbound group calls may not be all accounted for when filtering by this field. Use Call Target: Target Kind to ensure all are counted.

    5 Minutes

    Category List

    A list of tags used to classify a call's outcome - answered, placed, missed, abandoned, etc.

    5 Minutes

    Internal Endpoint

    The phone number of the Dialpad user or group who owns this call. Note: Users without an assigned number will be given a fake number starting with 803 for routing purposes. If a group line has no number, then this field will default to showing the office's mainline number.

    5 Minutes

    External Endpoint

    The phone number of the external party contacted for this call.

    5 Minutes

    Start Time

    The date and time that a call is received by the Dialpad system.

    5 Minutes

    Connected Duration

    Length of time the call was connected. This is based on the connected and end dates of the call.

    5 Minutes


    Time from when the call was created to the time it ended.

    5 Minutes

    Disposition List

    Comma separated list of descriptive labels applied to the call by an operator. For aggregating on individual dispositions, use the Disposition dimensions.

    5 Minutes

    View Call Summary

    Link to this call's summary page on Dialpad. Recording availability and permissions will apply when opening.

    5 Minutes

    For more information on BI's datasets and notable concepts, be sure to review this Help Center article. 

    Was this article helpful?