Reading your Exported Analytics


Can't decipher your company stats? Let's take a closer look at all the data available to you. Just remember that any calls that happened less than 24 hours from when you export won't show up on your reports.

Export Call Logs

date_started

Date that the call activity occurred

 

call_id

A unique number ID automatically assigned to each call

 

direction

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

 

external_number

The phone # external to your Organization

 

internal_number

The phone # internal to your Organization

 

date_rang

Timestamp when Dialpad first detects an inbound call to a mainline, department, or person.

May appear blank if:

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

date_connected

Timestamp when Dialpad connected the call

May appear blank if:

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

date_ended

Timestamp when the call was hung up.

 

target_id

Unique number ID automatically assigned to the mainline, department or person.

 

target_type

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

 

name

Name of User, Dept., Call Queue, Room Phone that handled the call

 

email

Email of team member who handled the call

May appear blank if unanswered

was_recorded

Whether or not the call was recorded

 

entry_point_target_id

Where the call originated from

Inbound calls only.

You should see this when an inbound call is fanned out to a Dept/Call Queue

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

 

Export Statistics

date_started

Date that the call activity occurred

user_id

ID automatically assigned to all users

name

Name of User

email

Email of team member handling the call

type

(in this case) User

all_calls

Total # of all calls (inbound & outbound)

inbound_calls

Number of received calls

outbound_calls

Number of placed calls

voicemails

Number of voicemails

missed

Number of missed calls

abandoned

Number of abandoned calls

minutes

Total number of minutes on all calls

acd

Average call duration (in mins.)

inbound_minutes

Number of inbound minutes

outbound_minutes

Number of outbound minutes

internal_calls

Number of calls that were placed within your Organization

forwarding_number

Number of times calls were answered via a forwarding phone #

desktop_app

Number of times calls were answered via a desktop app

mobile_voip

Number of times calls were answered via a mobile app (iOS or Android)

desk_phone

Number of times calls were answered via a desk phone.