Knowing your call volumes (i.e., call count) over specific periods of time is crucial for resource allocation. Use your call logs to see how many calls came through outside of your business hours, or on a weekend, and adjust your staffing (or hours!) as needed.
Let's dive into the details.
Who can use this
Dialpad admin and users with Analytics permission can view office-wide call logs.
Individual users can export their own analytics data.
Export call logs
To see your call count over time, first you need to export your call logs.
Head to your Admin Portal from Dialpad.com
Navigate to the Analytics section
Select the desired User or groups
Select a desired date range
Select Export (.csv)
Select Call Logs
Select Send Report
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That's it! You'll receive a download link with a CSV file containing the call logs.
Incoming and outgoing calls over time
To see your incoming and outgoing calls over a specific period of time, filter your call logs CSV export.
On the CSV file:
Navigate to the Direction column
Select Inbound or Outbound on the filter
Navigate to Target_type column
Select a User or Group filter
Navigate to Name column
Select a specific group
Navigate to the Date_started column and sort by date
Now you can identify incoming or outgoing calls that took place before or after a specific time, and use the Category column filter to see the data for different call categories.
Tip
Make sure that the date_started column uses the date and time format.