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.
Export Call Logs
|
date_started |
Date that the call activity occurred |
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call_id |
A unique number ID automatically assigned to each call |
|
category |
Indicates whether a call was incoming, outgoing, missed, abandoned, or canceled |
|
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:
|
|
date_queued |
Timestamp of when an inbound Call Center call is placed in the Hold Queue. |
|
date_connected |
Timestamp when Dialpad connected the call. May appear blank if:
|
|
date_ended |
Timestamp when the call was hung up. |
|
target_id |
Unique number ID automatically assigned to the mainline, department or person. |
|
target_kind |
|
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target_type |
User, Dept., Call Center, Office (Mainline), Room Phone, etc. |
|
name |
Name of User, Dept., Call Center, Room Phone that handled the call |
|
|
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 Center |
|
entry_point_call_id |
Ties child call leg back to parent call leg. |
|
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 |
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transferred_to_contact_id |
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transferred_from_target_id |
|
|
office_id |
|
|
company_id |
|
|
device |
Android, Desk_Phone, Desktop_App, Web_app Forwarding_Number, iPad, iPhone |
|
salesforce_activity_id |
Requires Salesforce integration |
|
timezone |
(e.g. US/Pacific) |
|
availability |
Shows if the call came in during your "open" or "closed" hours |
|
wait_time |
|
|
callback_type |
Callback types: callback_request, callback_fulfilled, and callback_cancelled |
|
callback_id |
Export Statistics by User
|
date |
Date that the call activity occurred |
|
user_id |
ID automatically assigned to all users |
|
name |
Name of User |
|
|
Email of team member handling the call |
|
type |
User or Room |
|
all_calls |
Total # of all calls (inbound, outbound, missed, abandoned and canceled) |
|
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 |
|
forwarded |
|
|
canceled |
|
|
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. |
Export Statistics
|
date |
Date that the call activity occurred |
|
all_calls |
Total # of all calls (inbound, outbound, missed, abandoned and canceled) |
|
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 |
|
forwarded |
|
|
canceled |
|
|
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 |
|
average_wait |
|
|
service_level |
|
|
callback_request |
Inbound call that the caller requested a callback for |
|
callback_fulfilled |
Dialpad placing an outbound call to the caller who requested a callback |
|
callback_cancelled |
Caller declined the callback |
|
open_inbound_calls |
# of inbound calls during open hours |
|
open_missed_calls |
# of missed calls during open hours |
|
open_abandoned_calls |
# of abandoned calls during open hours |
Exported Text Logs
|
hour |
Hour of the day |
|
date |
|
|
user_id |
ID automatically assigned to all users |
|
name |
Name of User |
|
|
Email of team member handling the call |
|
type |
(in this case) User |
|
texts |
Total number of texts |
|
internal_texts |
Number of texts to users in your company |
|
external_texts |
Number of texts to users outside your company |
|
outgoing |
Number of texts sent |
Have more questions about analytics? Check out our FAQ.
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