Read Your Exported Analytics

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

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 Short Abandoned: an inbound call that did not ring anyone and the caller hung up within a specific timeframe Canceled: an outgoing call initiated by a Dialpad user and hung up before someone answers 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 # external to your Organization.
internal_number	The phone # internal to your Organization; users without an assigned # will be given a fake number starting with 803 for routing.
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 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: 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
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.

Statistics by User 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	Email associated with that user.
type	User 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.
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
inbound_minutes	Number of inbound minutes.
outbound_minutes	Number of outbound minutes.
internal_calls	Number of calls that were connected between users within your organization.
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.
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.

Statistics Export

date	Date that the call activity occurred.
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.
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).
inbound_minutes	Number of inbound minutes.
outbound_minutes	Number of outbound minutes.
average_wait
service_level	The count of calls that hit service level, not the percentage.
asa	Average speed to answer; calculation: (date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang) / number of calls
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 received during open hours.
open_missed_calls	# of missed calls during open hours.
open_abandoned_calls	# of abandoned calls during open hours.

Text Statistics Export

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.

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.
outbound_minutes	Number of outbound minutes.
average_wait
callbacks_requested	Inbound call that the caller requested a callback for.
callbacks_cancelled	Caller declined the callback.

Agent Status Export

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: availability_status on_duty_status reason
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: available: Agent is set to available for the specific Call Center. They're both on_duty globally and available to take calls for the specific Call Center. unavailable: Agent is set to off_duty/unavailable for the specific Call Center with call_center_id. If the Agent is on_duty for any other Call Centers, the status will display in the UI as off_duty [do not disturb] and the Call Center-specific Do Not Disturb mode will be toggled on. If the Agent is off_duty for all Call Centers to which they belong, their status will appear as off_duty. If an Agent is off_duty globally and they are set to available in a specific Call Center, their on_duty_status will change to available for all Call Centers to which they belong. Their availability_status will be set to available for Call Centers in which they are not set to do_not_disturb. If the Agent's personal Do Not Disturb setting is toggled on, this will automatically toggle this Agent to Do Not Disturb mode in all Call Centers and set them to off_duty/unavailable. occupied: Agent is currently on a call or on a video call for this specific Call Center with call_center_id. Outbound calls while off duty will not be tracked as occupied; for outbound calls to count as occupied, the Agent needs to remain on duty. If the Agent toggles their Do Not Disturb mode for this Call Center while on a call, they will change their availability status to unavailable even though they are on a call. If they then toggle it back on, their availability status will be set to available even though they are still on a call. If an Agent is in multiple Call Centers and receives a call in CallCenter_1, the Admin cannot change this Agent's availability_status in any Call Center while they are on the call; however, the Agent can toggle their Do Not Disturb settings for CallCenter_2, which will affect the availability_status in CallCenter_2. wrapup: Agent is in wrap-up time after completing a call for this specific Call Center with call_center_id. The wrap-up time is the amount of time an Agent must spend after hanging up from a call before they can take another call. This can be set by an Admin in Call Center settings. If an Agent is in multiple Call Centers and is in wrap-up time in CallCenter_1, they can end their wrap-up time in any of the other Call Centers. If an Agent toggles their Do Not Disturb mode for this Call Center in wrap-up time, they will change their availability status to unavailable even though they are in wrap-up time. We do not recommend this as an error may occur. If an Agent toggles it back on, their availability status will be set to available even though they are in wrap-up time.
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: available: Agent is set to available for at least one Call Center. They are on duty; however, they may be set to off_duty/unavailable for the specific Call Center with call_center_id. If this is the case, their Do Not Disturb mode will be toggled on for this Call Center. unavailable: Agent is set to off_duty/unavailable for all Call Centers. If they are set to Do Not Disturb in all Call Centers, this will toggle their global on_duty_status to off_duty, and they will be set to unavailable. If the Agent’s personal Do Not Disturb is toggled on, this will automatically toggle this agent to Do Not Disturb in all Call Centers and set their on_duty_status to unavailable. If the Agent is set to Do Not Disturb in all Call Centers, they will not be able to be set to globally on_duty/available. If the agent is off_duty but not Do Not Disturb in a Call Center, when they are toggled on_duty globally, they will also be set available for that Call Center. If an agent is off_duty globally, if they are set to available in a specific Call Center, their on_duty_status will change to available for all Call Centers to which they belong. occupied: Agent is currently on a call or on a video call in any of the Call Centers to which they belong. Outbound calls while off duty, will not be tracked as occupied; for outbound calls to count as occupied, the Agent needs to remain on duty. wrapup: Agent is in wrap-up time after completing a call for any Call Center to which they belong. If an Agent is in multiple Call Centers and is in wrap-up time in CallCenter_1, they can end their wrap-up time in any of the other Call Centers.
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	Email address for the Agent.
target_type	User.
call_center_id	Unique ID automatically assigned to the Call Center.

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