Read Your Exported Analytics

Do you have a folder full of shiny new reports ready for review? Let's take a closer look at understanding the data in each exported report.

Call Logs Export

Field

Description

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 *only available on historic data
  • Unanswered_transfer: an inbound forwarded/transferred call divided into 4 subcategories 
    • Router transfer
    • Auto transfer
    • Forward transfer
    • DTMF transfer
  • 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

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)


(Only included for Call Center targets)

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.

Don't forget, any calls that happened less than 24 hours from the date you export will not show up on your reports.

Call Disposition Logs Export

Field

Description

date_started

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

call_id

Unique ID automatically assigned to each call. We generate a new call and call_id when a call is transferred. Entry point calls and fanout user calls will have different call_ids as well.

operator_id

Unique ID automatically assigned to the operator who handled the call.

operator_name

Name of the operator who handled the call. This may appear blank if the call went unanswered.

(Not included for Office Targets)

operator_email

Email address of the operator target who handled the call. This may appear blank if the call went unanswered.

(Not included for Office Targets)

disposition

Disposition that the operator assigned to the call. This may appear blank if no disposition was assigned.

direction

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

external_number

The phone number of the contact.

internal_number

The phone number of the target/user.

Users without an assigned number will be given a fake (dialpadistan) number starting with 803 for routing.

date_rang

Timestamp when the call started to ring before it was answered. If multiple fanout calls are created for one entrypoint call, date_rang will be the datetime of the last fanout call. This field may appear blank if the caller hung up before we could detect ringing, or if the user has routing settings that put callers directly to an IVR menu, forwarding number, or voicemail, or if it is an outbound call.

date_queued

Timestamp of when an inbound Call Center call is placed in the hold queue.

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, or no agent/operator answered the call.

date_ended

Timestamp when the call was hung up.

target_id

Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.

target_kind

Indicates whether the target was an Office, Department, CallCenter, StaffGroup, UserProfile, Room, CoachingGroup, CallRouter, DynamicCaller, Channel, or CoachingTeam.

office_id

Unique ID associated with the Office where this call record exists. This is the office of the call's target.

company_id

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

salesforce_activity_id

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

recording_url

Unique url for the call_recording.mp3 of the call, if call recording was set up for the office. Call recording is available to customers with Pro or Enterprise plans.

note

Notes the operator made for the call. This may appear blank if the operator did not make any notes for the call.

timezone

Timezone of target (e.g. US/Pacific).

Daily Statistics Export

Field

Description

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 of all connected completed inbound and 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
(Only available when selecting Call Center targets)

User Statistics Export

Field

Description

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).

other_voicemail

Number of other voicemails.

missed

Number of missed calls.

abandoned

Number of abandoned calls.

forwarded

Number of calls forwarded (only visible for data prior to Jan 1, 2022). After Jan 1, 2022, forwarded was replaced with

  • Router transfer
  • Auto transfer
  • Forward transfer
  • DTMF transfer

router_transferred

Number of calls that were transferred based on the area code.

auto_transferred

Number of calls that were router transferred.

forward_transferred

Number of calls that were transferred from a desk phone.

dtmf_transferred

Number of calls that were transferred by an auto response menu.

unanswered_transferred

Number of unanswered transferred calls.

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 of the Users's connected completed inbound and 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.

Group Statistics Export

Field

Description

name

Name of the user/group target.

type

Indicates whether the target was a “department” or “call_center”.
(Note: these are the only target types supported currently by this export)

all_calls

Number of total calls made or received.

inbound_calls

Number of answered calls.

outbound_calls

Number of outbound connected calls.

voicemails

Number of voicemails received.

missed

Number of missed calls for the given target.

abandoned

Number of abandoned calls received by this target.

cancelled

Number of cancelled calls for the given target.

minutes

The total number of minutes spent on all calls.

acd

Average call duration of the group's connected completed inbound and outbound calls. 

aht

The target user or group's average handle time in minutes.

inbound_minutes

Number of minutes spent on inbound connected calls.

outbound_minutes

Number of minutes spent on outbound connected calls.

time_in_system

The time in system for calls for the given target.

Note: time_in_system is an average over all inbound connected calls for the given target.

service_level

Number of above service level calls answered during open/holiday hours.

callbacks_requested

Number of inbound calls where the caller requested a callback.

callbacks_completed

Number of callbacks made to fulfill callback requests.

callbacks_canceled

Number of canceled callbacks where the caller missed or declined the callback.

callbacks_connected

Number of connected callbacks.

callbacks_unconnected

Number of unconnected callbacks.

missed_voicemails

Number of missed calls where the caller left a voicemail.

unanswered_transferred

Number of unanswered transferred calls.

missed_transferred

Total number of inbound calls that rang but no one picked and be transferred to other target.(dtmf_transfer, auto_transfer, router_transfer, forward_transfer)

short-abandoned

Number of short-abandoned calls.

handled

Total number of connected calls. Sum of outbound connected, inbound answered and callback connected.

answered

Total number of inbound answered calls

answered_transferred

Total number of calls that were answered and manually transferred

message

Total number of calls that were unanswered and go to message

spam

Total number of calls that are spam

in_queue_voicemail

Total number of calls where a caller selected the voicemail option from an automated response menu

dtmf_voicemail

Total number of calls that were unanswered and ended in IVR to leave a voicemail. These calls must have voicemails.

direct_to_voicemails

Number of calls that went directly to voicemail and the caller left a message.

transfer_voicemail

Total number of calls that were directly transferred to other target’s voicemail

other_voicemails

Total number of voicemail types where:

  • The call did not ring and was sent directly to voicemail 
  • The caller was the queue, left a voicemail and ended the call
  • The caller selected the voicemail option from an automated response menu
  • Caller was transferred and automatically sent to a department’s or individual’s voicemail 

outbound_connected

Total number of calls that were outbound connected.

connected_transferred

Total number of calls that were connected and manual transferred to other targets

transferred_out

Total number of calls that were transferred to other targets

transferred_in

Total number of calls that were transferred from other targets into this target

dtmf_transfer

Total number of calls that were auto transferred via an automated response menu.

auto_transfer

Total number of calls that were transferred to another office, call center, department, geo router, team member, or room phone.

router_transfer

Total number of calls that were transferred based on the caller’s area code

forward_transfer

Total number of calls that were transferred from a desk phone to another number

forwarded

Number of calls forwarded automatically

*only available on historic data. As of Aug, 2022, the forwarded category is 'Unanswered Transfer'

missed_forwarded

Number of missed calls that were forwarded via fallback routing options.

timezone

Timezone of target (e.g. US/Pacific).

Text Statistics Export

Field

Description

date

Date

user_id

ID automatically assigned to all users

name

Name of user

email

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

 

Text Logs Export

Field

Description

date

The date and time when the activity of the entry took place and triggering the creation of a new entry in the exported data.

message_id

A unique ID automatically assigned to each message.

name

Name of the user/group target.

email

Email address of the user/group target. In the call logs, this may appear blank if the call went unanswered.

target_type

Indicates whether the target was an office, department, call_center, staff, user, room, coaching_group, call_router, dynamic_caller, channel, or coaching_team.

target_id

Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.

sender_id

A unique ID automatically assigned to the sender of the message. This will be blank if the sender is not in the Dialpad system. This will be the same as target_id, if this is an outgoing message.

direction

The direction of the text - internal for incoming text messages, or external for outgoing text messages.

to_phone

Phone number for the recipient of the message.

from_phone

Phone number for the sender of the message.

encrypted_text

Encrypted text of the message.

encrypted_aes_text

Message plain text content.

mms

Unique url to the mms message content.

timezone

Timezone of target (e.g. US/Pacific).

Note:

The "Text Logs" export option is not enabled by default. If you would like access, reach out to our Support team.

Voicemail Export

Field

Description

call_id

Unique ID automatically assigned to each call. We generate a new call and call_id when a call is transferred. Entry point calls and fanout user calls will have different call_ids as well.

target_id

Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.

name

Name of the user/group target.

email

Email address of the user/group target. In the call logs, this may appear blank if the call went unanswered.

external_number

The phone number of the contact.

internal_number

The phone number of the target/user. Users without an assigned number will be given a fake (dialpadistan) number starting with 803 for routing.

date

The date and time when the activity of the entry took place and triggering the creation of a new entry in the exported data.

date_listened

The date and time that the voicemail recording was listened to by the recipient.

listened_by_target_id

Unique ID of the target who listened to the voicemail recording.

listened_by_name

Name of the target who listened to the voicemail recording.

listened_by_email

Email for the target who listened to the voicemail recording.

recording_url

Unique URL for the voicemail_recording.mp3

transcription_text

Text transcript of the voicemail content.

Recordings Export

Field

Description

call_id

Unique ID automatically assigned to each call. We generate a new call and call_id when a call is transferred. Entry point calls and fanout user calls will have different call_ids as well.

target_id

Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.

name

Name of the user/group target.

email

Email address of the user/group target. In the call logs, this may appear blank if the call went unanswered.

operator_id

Unique ID automatically assigned to the operator who handled the call.

operator_name

Name of the operator who handled the call. This may appear blank if the call went unanswered.

operator_email

Email address of the operator target who handled the call. This may appear blank if the call went unanswered.

external_number

The phone number of the contact.

internal_number

The phone number of the target/user. Users without an assigned number will be given a fake (dialpadistan) number starting with 803 for routing.

date

The date and time when the activity of the entry took place and triggering the creation of a new entry in the exported data.

recording_url

Unique url for the call_recording.mp3 of the call, if call recording was set up for the office. Call recording is available to customers with Pro or Enterprise plans.

duration

Duration of the call recording.

timezone

Timezone of target (e.g. America/Vancouver)

Agent Status Log Exports 

Note: These exports are only available for call center usage.

Field

Description

date

The date and time when the activity of the entry took place and triggering the creation of a new entry in the exported data.

record_id

Unique ID automatically assigned to each new entry in the exported data.

target_id

Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.

availability_status

Indicates the agent’s availability status for the specific Call Center associated with call_center_id.

on_duty_status

Indicates the agent’s global on duty status for all Call Centers to which they belong.

reason

Indicates the reason for going off duty. This may be a custom reason set for the Office, or a system reason such as ‘Missed Call’ or ‘occupied_other_cc’.

name

Name of the user/group target.

email

Email address of the user/group target. In the call logs, this may appear blank if the call went unanswered.

target_type

Indicates whether the target was an office, department, call_center, staff, user, room, coaching_group, call_router, dynamic_caller, channel, or coaching_team.

call_center_id

Unique ID automatically assigned to the Call Center

setter_name

Name of the target that triggered the change in status. This will be blank if the status change was triggered internally and not set manually by a user or group.

setter_email

Email of the target that triggered the change in status. This will be blank if the status change was triggered internally and not set manually by a user or group.

setter_role

Indicates whether the user that triggered the change in status was a supervisor or operator. This will be blank, if the status change was not triggered by a user.

timezone

Timezone of target (e.g. US/Pacific).

Agent Status Statistics Export 

Field

Description

operator_id

Unique ID automatically assigned to the operator who handled the call.

name

Name of the user/group target.

available

Number of hours the agent was on duty and available to take calls for this 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 in (occupied, occupied-end)
availability_status in (occupied, 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 in (wrapup, wrapup-end)
availability_status in (wrapup, 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 in (occupied, occupieed-end, wrapup, 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 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 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

timezone

Timezone of target (e.g. US/Pacific).

Note: The Custom Status columns are the Custom Agent Statuses that come after the default Agent Status columns. These columns are sorted in ASCIIbetical order (case sensitive). The order of the columns may change if a new status is added.

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.

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

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 Ai"

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)

 

If you haven't yet exported any reports,  have a look at this Help Center article to learn more. 

Have more questions about analytics? Check out our FAQ.

 

⭐️ Looking for different fields, and more granular information? Learn more about the Dialpad Business Intelligence feature and how we can completely customize and transform your reporting. 

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