Tracking the number of calls that were automatically transferred to a specific number is crucial for businesses to understand their call flows and contact points. Not only does it help Supervisors and Admins schedule their resources, but it also ensures customers receive the assistance they need.
Dialpad's built-in analytics lets you easily export your call logs to track and analyze automatic transfers.
Let's dive into the details.
Who can use this
Admins and users with Analytics permissions can export office-wide data.
Individual users can export their own call data.
Export call logs
To find calls that your group received and were automatically transferred to another number, you'll need to export your call logs.
First, log in to Dialpad.com and head to the Analytics section of the Admin Portal.
Select a User or groups filter
Select the 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.
Total number of automatic transfers
To find the total number of automatic transfers, you'll need to filter your CSV export.
On the exported file:
- Navigate to the direction column
- Filter Inbound
- Navigate to category column
- Filter forwarded
- Navigate to the transferred_to column
- Select the desired number
That’s it! Your spreadsheet will now display calls that were forwarded to that number.
Tip
If there are many calls, use the SUM formula to find the total.