If you haven't yet download any report exports, go here for a brief summary of all of them.
Assuming you've now downloaded a report, let's take a closer look at all the data. Just remember that any calls that happened less than 24 hours from when you export won't show up on your reports.
Call Logs Export
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date_started |
The date and time that a call is received by the Dialpad system. |
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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. |
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category |
Indicates whether a call was...
Visit this Help Center article to review all definitions. |
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direction |
Call direction indicating whether a call was made (outbound) or received (inbound). |
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external_number |
The phone # external to your Organization. |
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internal_number |
The phone # internal to your Organization; users without an assigned # will be given a fake number starting with 803 for routing. |
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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. |
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date_queued |
Timestamp of when an inbound Call Center call is placed in the Hold Queue. |
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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. |
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date_connected |
Timestamp when the call connects to an Agent, Operator, or user. May appear blank if...
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date_ended |
Timestamp when the call was hung up. |
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target_id |
Unique ID automatically assigned to the Office, Department, user, or group. |
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target_kind |
Indicates whether the target was an Office (Main Line), Department, Call Center, room, or user. |
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target_type |
User, Dept., Call Center, Office (Mainline), Room Phone, etc. |
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name |
Name of the target. |
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|
Email of the user who handled the call; may appear blank if unanswered. |
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was_recorded |
Indicates that a call was recorded manually or automatically, but not Admin call recordings. |
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entry_point_target_id |
Where calls originated from. |
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entry_point_call_id |
A group call will always result in at least two call IDs. This data point ties the child call leg ('fan outs') back to the parent call leg.
Actions leading to new call ID include...
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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 |
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voicemail |
Whether or not a voicemail was left. |
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transferred_to |
Phone number that the call was transferred to. |
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transferred_to_contact_id |
Unique ID associated with the contact that the call was transferred to. |
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transferred_from_target_id |
Unique ID associated with the Main Line, Department, or user that transferred the call. |
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office_id |
Unique ID associated with the Office where this call record exists. |
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company_id |
Unique ID associated with the company where this call record exists. |
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device |
Android, Desk_Phone, Desktop_App, Web_app Forwarding_Number, iPad, iPhone |
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salesforce_activity_id |
Unique ID of the Salesforce record that was created when this call was logged. |
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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 |
| time_to_answer | date_connected - (date_rang OR date_queued, whichever comes first) |
|
callback_type |
In-queue callback feature; callback_request, callback_fulfilled, and callback_cancelled |
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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. |
Statistics by User Export
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date |
Indicates each date where there was call activity for that user. |
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user_id |
A unique ID that is automatically assigned to all users. |
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name |
Name of user. |
|
|
Email associated with that user. |
|
type |
User or Room. |
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all_calls |
Total # of all calls (inbound, outbound, missed, abandoned, and canceled). |
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inbound_calls |
Number of answered calls. |
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outbound_calls |
Number of placed calls that were connected. |
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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). |
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missed |
Number of missed calls. |
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abandoned |
Number of abandoned calls. |
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forwarded |
Number of calls forwarded automatically. |
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canceled |
Number of canceled calls; outbound calls that only rang, never connected by human or voicemail. |
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minutes |
Total number of minutes on all calls. |
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acd |
Average call duration in minutes; calculation: minutes / (inbound_calls + outbound_calls). |
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aht |
Average handle time; calculation: (average call duration + wrap-up time) / number of calls |
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inbound_minutes |
Number of inbound minutes. |
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outbound_minutes |
Number of outbound minutes. |
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internal_calls |
Number of calls that were connected between users within your organization. |
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forwarding_number |
Number of times calls were answered via a forwarding phone # 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. |
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desktop_app |
Number of times calls were answered via a desktop app. |
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mobile_voip |
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desk_phone |
Number of times calls were answered via a desk phone. |
Statistics Export
|
date |
Date that the call activity occurred. |
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all_calls |
Total # 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. |
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abandoned |
Number of abandoned calls. |
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forwarded |
Number of calls forwarded automatically, for example in an IVR menu. |
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canceled |
Number of canceled calls; outbound call that just rang out and did not connect either to a human or voicemail. |
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minutes |
Total number of minutes on all calls. |
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acd |
Average call duration in minutes; calculation: minutes / (inbound_calls + outbound_calls). |
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inbound_minutes |
Number of inbound minutes. |
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outbound_minutes |
Number of outbound minutes. |
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average_wait |
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service_level |
The count of calls that hit service level, not the percentage. |
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asa |
Average speed to answer; calculation: date_connected - earlier of date_first_rang or date_queued |
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callback_request |
Inbound call that the caller requested a callback for. |
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callback_fulfilled |
Dialpad placing an outbound call to the caller who requested a callback. |
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callback_cancelled |
Caller declined the callback. |
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open_inbound_calls |
# of inbound calls received during open hours. |
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open_missed_calls |
# of missed calls during open hours. |
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open_abandoned_calls |
# of abandoned calls during open hours. |
Text Statistics Export
|
date |
Date |
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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. |
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internal_texts |
Number of texts to and received from users in your company. |
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external_texts |
Number of texts to and received from users outside your company. |
|
outgoing |
Number of texts sent. |
Statistics by Group Export
|
name |
Name of group. |
| type | Group or room. |
| all_calls | Total # 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. |
| 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 |
|
inbound_minutes |
Number of inbound minutes. |
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outbound_minutes |
Number of outbound minutes. |
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average_wait |
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callbacks_requested |
Inbound call that the caller requested a callback for. |
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callbacks_cancelled |
Caller declined the callback. |
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