Read Your Exported Analytics

date_started

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

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.

category

Indicates whether a call was:

• Incoming: an inbound call that was connected
• Outgoing: an outbound call that was connected
• Missed: an inbound call where users were rung but didn't accept
• Abandoned: an inbound call that did not ring any users
• Canceled: an outgoing call initiated by a Dialpad user and hung up before someone answers
• Forwarded: an inbound call that was redirected to an alternate number
• Callback_requested: an inbound call where the caller has requested for a callback 
• Callback_connected: Call made to fulfill an in-queue callback request, where the original caller accepted the callback and connected with an agent.
• Callback_cancelled: Call made to fulfill an in-queue callback request, where the original caller declined or did not answer the callback.
• Callback_unconnected: Call made to fulfill an in-queue callback request that was accepted by the caller, but ended without connecting to an agent.
• Other: Calls that do not fall into any of the above categories

Visit this Help Center article to review all definitions.

direction

Call direction indicating whether a call was made (outbound) or received (inbound).

external_number

The phone number of the other party.

internal_number

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.

date_first_rang

Timestamp of the first time a Dialpad user was rung. See also date_rang. This is a new timestamp as of mid-June 2020.

date_queued

Timestamp of when an inbound Call Center call is placed in the Hold Queue.

date_rang

Timestamp when the call started to ring before it was answered (effectively the ringing start time of when it was successfully answered).  

May appear blank if:

• The caller hung up before we could detect ringing
• The user has IVR settings that put callers directly to VM
• It is an outbound call

Example: If the call rings 3 people and the third person answers it, this is the timestamp. If selected, Agents or Operators should be rung immediately. If not, menu or greeting and then date_rang or date_queued.

date_connected

Timestamp when the call connects to an Agent, Operator, or user. 

May appear blank if:

• Dialpad did not detect a date_rang value
• Agent did not answer (Call Center)

date_ended

Timestamp when the call was hung up.

target_id

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

target_kind

Indicates whether the target was an Office (Main Line), Department, Call Center, room, or user.

target_type

User, Dept., Call Center, Office (Mainline), Room Phone, etc. 

name

Name of the target.

email

Email of the user who handled the call; may appear blank if unanswered.

was_recorded

Indicates that a call was recorded manually or automatically, but not Admin call recordings.

entry_point_target_id

Where calls originated from.

entry_point_call_id

A group call may result in multiple calls being created with separate call ID's. This data point ties the child call leg ( aka 'fan outs') back to the parent call leg.

Actions leading to new call ID include:

• Group call
• Transfer (manual and automatic)

proxy_target_id

Caller ID used for outbound calls. 

If a value appears, the call was placed with an outbound ID other than the User's direct line

voicemail

Whether or not a voicemail was left.

transferred_to

Phone number that the call was transferred to.

transferred_to_contact_id

transferred_from_target_id

office_id

company_id

device

Android, Desk_Phone, Desktop_App, Web_app Forwarding_Number, iPad, iPhone

salesforce_activity_id

Unique ID of the Salesforce record that was created when this call was logged.

timezone

availability

time_in_system

date_connected - date_started

(Only included for Call Center targets)

(date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang)

(Only included for Call Center targets)

callback_type

callback_id

Unique ID associated with transferred calls to track each call_id back to a master_call_id.

date

Indicates each date where there was call activity for that user.

user_id

A unique ID that is automatically assigned to all users.

name

Name of user.

email

Email associated with that user.

type

User or Room.

all_calls

Total number of all calls (inbound, outbound, missed, abandoned, and canceled).

inbound_calls

Number of answered calls.

outbound_calls

Number of placed calls that were connected.

voicemails

Number of voicemails.

Data deleted in Analytics will be permanently gone and unable to retrieve.

Filter for voicemails and missed calls only if you want total missed calls. On the Analytics page, this is how missed calls are counted, with voicemails not being counted as an independent event (in grey).

missed

Number of missed calls.

abandoned

Number of abandoned calls.

forwarded

Number of calls forwarded automatically.

canceled

minutes

Total number of minutes on all calls.

ACD

Average call duration in minutes;
Calculation: minutes / (inbound_calls + outbound_calls).

AHT

Average handle time;
Calculation: average call duration + (total wrap-up time / (# of inbound connected calls + # of outbound connected calls))

(Only available when selecting Call Center targets)

inbound_minutes

Number of inbound minutes.

outbound_minutes

Number of outbound minutes.

internal_calls

Number of calls that were connected between users within the same company entity in Dialpad.

forwarding_number

Number of times calls were answered via a forwarding phone number and will show when the user answers the call on any PSTN device, including carrier calling on mobile; forwarding numbers are only for inbound calls.

desktop_app

Number of times calls were answered via a desktop app.

mobile_voip

'HD calls' on our mobile apps (iOS or Android).

desk_phone

Number of times calls were answered via a desk phone.

date

Date that the call activity occurred.

all_calls

Total number of all calls (inbound, outbound, missed, abandoned, and canceled).

inbound_calls

Number of answered calls.

outbound_calls

Number of placed calls that were connected.

voicemails

Number of voicemails; filter for voicemails and missed calls if you want total missed calls. On the Analytics page, this is how missed calls are counted, with voicemails not being counted as an independent (in grey).

missed

Number of missed calls.

abandoned

Number of abandoned calls.

forwarded

Number of calls forwarded automatically, for example in an IVR menu.

canceled

minutes

Total number of minutes on all calls.

ACD

Average call duration in minutes; calculation: minutes / (inbound_calls + outbound_calls).

AHT

Average handle time

(Only available when selecting Call Center targets)

inbound_minutes

Number of inbound minutes.

outbound_minutes

Number of outbound minutes.

service_level

The count of calls that hit service level, not the percentage.

(Only available when selecting Call Center targets)

callbacks_requested

callbacks_completed

callbacks_cancelled

open_inbound_calls

Number of inbound calls received during open hours.

(Only available when selecting Call Center targets)

open_missed_calls

Number of missed calls during open hours.

(Only available when selecting Call Center targets)

callbacks_connected

callbacks_unconnected

missed_voicemails

direct_voicemails

missed_forwarded

asa

open_abandoned_calls

Number of abandoned calls during open hours.

(Only available when selecting Call Center targets)

short_abandoned

Count of the number of calls classified as short-abandoned
(Only available when selecting Call Center targets)

date

user_id

name

email

type

texts

internal_texts

external_texts

outgoing

name

Number of voicemails.

Data deleted in Analytics will be permanently gone and unable to retrieve.

Filter for voicemails and missed calls only if you want total missed calls. On the Analytics page, this is how missed calls are counted, with voicemails not being counted as an independent event (in grey).

missed

Number of missed calls.

abandoned

Number of abandoned calls.

forwarded

Number of calls forwarded automatically.

canceled

minutes

Total number of minutes on all calls.

inbound_minutes

outbound_minutes

time_in_system

Average amount of time that answered calls are in the Dialpad system before connecting to an agent. This includes IVR Menu time, time listening to a pre-recorded message, time spent on hold in the hold queue, etc.

(Only available when selecting Call Center targets)

service_level

callbacks_requested

callbacks_completed

callbacks_cancelled

asa

callbacks_connected

missed_voicemails

A unique ID automatically assigned to each OnDutyRecord. A new OnDutyRecord is created for an Agent any time there is a change in an Agent's:

• availability_status
• on_duty_status
• reason

Unique ID automatically assigned to the Agent.

Indicates the Agent's availability status for the specific Call Center associated with call_center_id. Agent's availability status will be one of:

• available: Agent is set to available for the specific Call Center. They're both on_duty globally and available to take calls for the specific Call Center.
• unavailable: Agent is set to off_duty/unavailable for the specific Call Center with call_center_id.
  • If the Agent is on_duty for any other Call Centers, the status will display in the UI as off_duty [do not disturb] and the Call Center-specific Do Not Disturb mode will be toggled on.
  • If the Agent is off_duty for all Call Centers to which they belong, their status will appear as off_duty.
  • If an Agent is off_duty globally and they are set to available in a specific Call Center, their on_duty_status will change to available for all Call Centers to which they belong. Their availability_status will be set to available for Call Centers in which they are not set to do_not_disturb.
  • If the Agent's personal Do Not Disturb setting is toggled on, this will automatically toggle this Agent to Do Not Disturb mode in all Call Centers and set them to off_duty/unavailable.
• occupied: Agent is currently on a call or on a video call for this specific Call Center with call_center_id. Outbound calls while off duty will not be tracked as occupied; for outbound calls to count as occupied, the Agent needs to remain on duty.
  • If the Agent toggles their Do Not Disturb mode for this Call Center while on a call, they will change their availability status to unavailable even though they are on a call.
    • If they then toggle it back on, their availability status will be set to available even though they are still on a call.
  • If an Agent is in multiple Call Centers and receives a call in CallCenter_1, the Admin cannot change this Agent's availability_status in any Call Center while they are on the call; however, the Agent can toggle their Do Not Disturb settings for CallCenter_2, which will affect the availability_status in CallCenter_2.
• wrapup: Agent is in wrap-up time after completing a call for this specific Call Center with call_center_id.
  • The wrap-up time is the amount of time an Agent must spend after hanging up from a call before they can take another call. This can be set by an Admin in Call Center settings.
  • If an Agent is in multiple Call Centers and is in wrap-up time in CallCenter_1, they can end their wrap-up time in any of the other Call Centers.
  • If an Agent toggles their Do Not Disturb mode for this Call Center in wrap-up time, they will change their availability status to unavailable even though they are in wrap-up time. We do not recommend this as an error may occur.
    • If an Agent toggles it back on, their availability status will be set to available even though they are in wrap-up time.

Indicates the Agent’s global on_duty_status for all Call Centers to which they belong. Agent’s on_duty_status will be one of:

• available: Agent is set to available for at least one Call Center.
  • They are on duty; however, they may be set to off_duty/unavailable for the specific Call Center with call_center_id. If this is the case, their Do Not Disturb mode will be toggled on for this Call Center.
• unavailable: Agent is set to off_duty/unavailable for all Call Centers. 
  • • If they are set to Do Not Disturb in all Call Centers, this will toggle their global on_duty_status to off_duty, and they will be set to unavailable.
    • If the Agent’s personal Do Not Disturb is toggled on, this will automatically toggle this agent to Do Not Disturb in all Call Centers and set their on_duty_status to unavailable.
    • If the Agent is set to Do Not Disturb in all Call Centers, they will not be able to be set to globally on_duty/available.
      
    • If the agent is off_duty but not Do Not Disturb in a Call Center, when they are toggled on_duty globally, they will also be set available for that Call Center.
      
    • If an agent is off_duty globally, if they are set to available in a specific Call Center, their on_duty_status will change to available for all Call Centers to which they belong.
      
• occupied: Agent is currently on a call or on a video call in any of the Call Centers to which they belong. Outbound calls while off duty, will not be tracked as occupied; for outbound calls to count as occupied, the Agent needs to remain on duty.
• wrapup: Agent is in wrap-up time after completing a call for any Call Center to which they belong.
  • If an Agent is in multiple Call Centers and is in wrap-up time in CallCenter_1, they can end their wrap-up time in any of the other Call Centers.

The role of the agent that changed the availability status.

• If the agent changed their own status, this column’s value will be "operator."
• If the agent’s supervisor changed their status, this column’s value will be "supervisor."
• If the entity changing the availability status is a Call Center or Office, this column will be null.

operator_id

A unique ID automatically assigned to the operator who handled the call.

name

The name of the agent or group target.

available

Number of hours the agent was on duty and available to take calls for the Call Center.

This corresponds to the columns in the Agent Status Logs Export where the agent has:

on_duty_status: available
availability_status: available

occupied

Number of hours the agent was occupied on a call in this Call Center.

This corresponds to the columns in the Agent Status Logs Export where the agent has:
on_duty_status: occupied or occupied-end
availability_status: occupied or occupied-end

wrapup

Number of hours the agent was in wrapup time in this Call Center.

This corresponds to the columns in the Agent Status Logs Export where the agent has:
on_duty_status: wrapup or wrapup-end
availability_status: wrapup or wrapup-end

unavailable

Number of hours the agent was off_duty/unavailable for this Call Center.

This corresponds to the columns in the Agent Status Logs Export where the agent has:

availability_status: unavailable.
reason: None or verify_status

Handling Other Call Center

Number of hours the agent was occupied on a call for a different Call Center.

This corresponds to the columns in the Agent Status Logs Export where the agent has:
on_duty_status: occupied or occupieed-end or wrapup or wrapup-end
availability_status: unavailable
reason: occupied_other_cc

Missed Call

Number of hours the agent was off-duty/unavailable for this Call Center after missing a call while they were On Duty. This status will persist until their next change in status or change in off-duty reason.

This corresponds to the columns in the Agent Status Logs Export where the agent has:
on_duty_status: unavailable
availability_status: unavailable
reason: Missed call

custom_status

Number of hours the agent was off-duty with a column for each custom status for this Call Center.

This corresponds to the columns in the Agent Status Logs Export where the agent has:

on_duty_status: unavailable
availability_status: unavailable
reason: custom_status

operator_id

A unique ID automatically assigned to the operator who handled the call.

operator_name

The name of the agent.

contact_name

The name of the contact (if available)

office_id

Unique ID associated with the Office where this call record exists.

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.

target_kind

Indicates whether the target was an Office (Main Line), Department, Call Center, room, or user.

target_id

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

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.

external_endpoint

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

disposition

The survey text sent to the customer.

If CSAT is from an Ai prediction then this is: "CSAT prediction powered by Vi"

1-5 response from Customer for their Satisfaction (CSAT). 1=low satisfaction, 5=high satisfaction.

If they completed the survey or not after it was considered sent (empty if incomplete)

Link to call recording (if enabled)

Transcribed response from customer to follow up question (if DTMF Survey)

Recording from customer to follow up question (if DTMF Survey)

The follow up question sent to the customer (if SMS survey)

The response given by the customer (if SMS survey)