BI Reporting: Call Logs Report

Dialpad's 'Call Logs' Report is a starting point for custom aggregations, serving as a jumping-off point for further analysis and exploration within Dialpad BI.

Completely customizable, the daily call logs can be modified to fit your daily, weekly or quarterly reporting needs and can be broken down by call center. Not only that, the Call Logs report can be used to export call logs into another reporting tool. 

Let's get into the details of this report. 

Default Filters

This report contains 2 default filters:

  • Calls is Entry Point Call
  • Calls Start Time

call_logs_report_default_filters.png

*By default, call logs are filtered to return information on all calls, on the current day. 

Visualization Type

The Call Logs Report is a templated report displayed in a Table format. 

Call_logs_report.png

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. 

Columns

Description 

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

Duration

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

 

 

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