Export Guide: Calculating Response Time
    • 04 Apr 2024
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    Export Guide: Calculating Response Time

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    Article Summary

    Customers appreciate quick and efficient assistance with questions, concerns, or issues. Not only do timely responses keep them happy (and less likely to escalate), but they also mean your agents can help more customers. Use Dialpad's built-in analytics to export your team's call logs and drill into response time. 

    Let's dive into the details. 

    Who can use this feature

    Dialpad admin and users with Analytics permission

    Individual users can export  their own analytics data 

    Export call logs

    First, export your call logs by heading to your Admin portal at Dialpad.com 

    1. Navigate to the Analytics section
    2. Select a User or group
    3. Select a desired date range
    4. Select Export (.csv)
    5. Select Call Logs
    6. Select Send Report

    That's it! You'll receive a download link with a CSV file containing the call logs.

    Average response time

    To view response times, apply the following filters to the exported call logs file:

    1. Navigate to the Direction column
    2. Select the Inbound filter 
    3. Navigate to the Category column
    4. Select the Incoming filter 
    5. Navigate to the Target_type column
    6. Select the User filter 

     To find the average response time, use the formula of subtracting the date_connected value from the date_rang column.

    Dialpad tip:
    To ensure the result is displayed correctly, set the date_connected and the date_rang columns to Duration.

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