Do you have a folder full of shiny Dialpad BI reports on your desktop sitting for review? Let's take a closer look at understanding this data.
If you haven't yet exported any reports, have a look at this Help Center article to learn more.
Call Logs Export
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:
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. 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:
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:
|
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 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:
|
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 |
Unique ID associated with the contact that the call was transferred to. |
transferred_from_target_id |
Unique ID associated with the Main Line, Department, or user that transferred the call. |
office_id |
Unique ID associated with the Office where this call record exists. |
company_id |
Unique ID associated with the company where this call record exists. |
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 |
Timezone of target (e.g. US/Pacific). |
availability |
Indicates whether the call was received during 'open' or 'closed' hours. |
time_in_system |
date_connected - date_started (Only included for Call Center targets) |
time_to_answer |
(date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang)
|
callback_type |
In-queue callback feature; callback_request, callback_fulfilled, and callback_cancelled |
callback_id |
Unique ID associated with the callback request. |
master_call_id |
Unique ID associated with transferred calls to track each call_id back to a master_call_id. |
User Statistics Export
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 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 |
Number of canceled calls; outbound calls that only rang, never connected by human or voicemail. |
minutes |
Total number of minutes on all calls. |
ACD |
Average call duration in minutes; |
AHT |
Average handle time;
(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 |
|
desk_phone |
Number of times calls were answered via a desk phone. |
Daily Statistics Export
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 |
Number of canceled calls; outbound call that just rang out and did not connect either to a human or voicemail. |
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) |
time_in_system | Average Time (Only available when selecting Call Center targets) |
callbacks_requested |
Inbound call that the caller requested a callback for. |
callbacks_completed |
Dialpad placing an outbound call to the caller who requested a callback. |
callbacks_cancelled |
Caller declined the callback. |
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 |
Number of completed outbound calls to the caller who requested a callback, successfully connected to an agent |
callbacks_unconnected |
Number of completed outbound calls to the caller who requested a callback, but were not successfully connected to an agent |
missed_voicemails |
Missed calls that resulted in a voicemail |
direct_voicemails |
Calls that went direct to voicemail |
missed_forwarded |
Missed calls that were the result of a forward |
asa |
Average speed to answer; calculation: (date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang) / number of calls |
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 |
Text Statistics Export
date |
Date |
user_id |
ID automatically assigned to all users |
name |
Name of user. |
|
Email of team member handling the call. |
type |
User (in this case). |
texts |
Total number of texts. |
internal_texts |
Number of texts to and received from users in your company. |
external_texts |
Number of texts to and received from users outside your company. |
outgoing |
Number of texts sent. |
Group Statistics Export
name |
Name of group. |
type | "Department" or "Call Center" are the only types supported for this export |
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 |
Number of canceled calls; outbound calls that only rang, never connected by human or voicemail. |
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 + wrap-up time) / number of calls (Only available when selecting Call Center targets) |
inbound_minutes |
Number of inbound minutes. |
outbound_minutes |
Number of 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. |
service_level |
The count of calls that hit service level, not the percentage. (For call centers only) |
callbacks_requested |
Number of inbound calls that the caller requested a callback for. |
callbacks_completed |
Number of completed outbound calls to the caller who requested a callback. |
callbacks_cancelled |
Number of callbacks declined by the caller. |
asa |
Average speed to answer; calculation: (date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang) / number of calls (Only available when selecting Call Center targets) |
callbacks_connected |
Number of completed outbound calls to the caller who requested a callback, successfully connected to an agent |
callbacks_unconnected | Number of completed outbound calls to the caller who requested a callback, but were not successfully connected to an agent |
missed_voicemails |
|
direct_voicemails | |
missed_forwarded | |
short_abandoned | Count of the number of calls classified as short-abandoned (Only available when selecting Call Center targets) |
Agent Status Exports
Note: These exports are only available for call center usage.
Agent Status Logs
date | The date and time when an Agent's availability status was changed and triggered the creation of a new OnDutyRecord in the Dialpad system. |
record_id |
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:
|
target_id |
Unique ID automatically assigned to the Agent. |
availability_status |
Indicates the Agent's availability status for the specific Call Center associated with call_center_id. Agent's availability status will be one of:
|
on_duty_status |
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:
|
reason | Reason for going off duty. This is set via the global Call Center availability drop-down. Admins may create custom off duty statuses in the Call Center settings. |
name | Name of the agent. |
Email address for the Agent. | |
target_type | User. |
call_center_id | Unique ID automatically assigned to the Call Center. |
setter_name | The name of the entity that changed the agent’s availability status. Could be the name of the Call Center, Office, agent or agent’s supervisor. |
setter_email | The email of the agent or agent’s supervisor that changed the agent’s availability status. If the entity changing the availability status is a Call Center or Office, this column will be null. |
setter_role |
The role of the agent that changed the availability status.
|
Agent Status Exports
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. |
occupied |
Number of hours the agent was occupied on a call in this Call Center. |
wrapup |
Number of hours the agent was in wrapup time in this Call Center. |
unavailable |
Number of hours the agent was off_duty/unavailable for this Call Center. |
Handling Other Call Center |
Number of hours the agent was occupied on a call for a different Call Center. |
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. |
custom_status |
Number of hours the agent was off-duty with a column for each custom status for this Call Center. |
CSAT Export
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. 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 |
Disposition left by the agent at the end of the call. |
survey_id | A unique ID automatically assigned to each survey. |
question |
The survey text sent to the customer. If CSAT is from an Ai prediction then this is: "CSAT prediction powered by Vi" |
response |
1-5 response from Customer for their Satisfaction (CSAT). 1=low satisfaction, 5=high satisfaction. |
state |
If they completed the survey or not after it was considered sent (empty if incomplete) |
call_recording_url |
Link to call recording (if enabled) |
csat_transcription |
Transcribed response from customer to follow up question (if DTMF Survey) |
csat_recording_url |
Recording from customer to follow up question (if DTMF Survey) |
follow_up_question |
The follow up question sent to the customer (if SMS survey) |
follow_up_response |
The response given by the customer (if SMS survey) |
Don't forget that any calls that happened less than 24 hours from when you export won't show up on your reports.
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Looking for different fields that what's available in these exports? Learn more about the Dialpad Business Intelligence feature.