Analytics: Charting Data

  • Updated

Access Analytics

Access analytics from the Analytics Section from (that's the trendline arrow icon on your sidebar). Analytics_overview.png

From here, you can filter, save or export your data.

Select the Pin icon in the top-right corner to set your own default view that will display each time you visit the Analytics section.


*All Calls, My Calls, or a Saved Search can be set as the default view.

Once you've set a default view, a yellow-colored pin appears in the top-right corner indicating you are viewing your default view.

Multi-Target Filter

Use our multi-target filters to obtain granular information about your individual performance, your team's performance, or your even your entire company's. 

By default, if you’re an Office or Company Admin, when you first click into your analytics it will be filtered to All Calls for Entire Office. If you are an Individual Team Member, you will see data just for you.

To update your analytics view:

  1. Click the User or Group filter
  2. Select the desired targets from the drop-down menu


You can filter for the following:

  • User Calls: All calls made and received by the Users, including calls to their personal line, and all other departments and call centers they are a member of
    • This can be filtered further by any group they belong to
  • Groups Calls (Department, Main Line, or Call Center): Displays only calls made and received in the filtered group(s).
  • Coaching Team Calls: Show all individual calls made by the team members
    • Excludes Call Center calls  

Once a filter has been applied, add additional targets to the filter.

Select Add another user or Add another group in the filter draw to enter another target of the same type.

Additional Filters Available 

In addition to our Multi-Target Filters, Dialpad offers the following additional filters. 

  • Date Ranges: Filter based on specific time periods
    • Preset Date Ranges
      • Today
      • Yesterday
      • Last Week
      • Last Month
      • Past 7 Days
      • Past 30 Days
      • Past 90 Days
      • Past 180 Days
      • Past 365 Days 
    • Custom Date Range
  • Duration: Filter based on the call length
  • Call Content: Filter based on our Ai features
    • Keywords 
      • Select up to five keywords (separated by commas)
    • Moments
      • Select up to five custom moments (separated by commas)

With any Call Content filter, you'll need Ai enabled.

  • Internal/External: Filter the Calls tab to drill into internal or external call data.

Saved Search for Filters

Easily return to frequently used filters by Saving your search. 

To save a Search:

  1. Filter as desired
  2. Select Save this SearchSave_this_search.png
  3. Name your saved search and
  4. Select Save Search


Saved Searches are stored in the My Searches section to the left side of the Analytics menu.

Saved Searches are bookmarkable, meaning you can bookmark the URL and return to that exact filtered view at any time. 

To delete a Saved Search, open it and select the Trash icon in the top-right corner. Saved Search also offers edit and reset options if you decide to make any changes.

Keep in mind your Saved Searches in the Analytics section do not carry over to the Call History section.

Analytics Section Categories

Dialpad provides many different visualizations on key topics, allowing you to stay on top of your Call Center and Agent's performance. 

Easily switch view the different data by clicking between section categories. Dialpad offers out-of-the-box reporting on the following categories:

  • Calls
  • Ai CSAT (if added on to your plan)
  • Moments
  • Unanswered
  • Service Level
  • Duration
  • Texts
  • Queue
  • Agent Status 
  • Heatmaps
  • Concurrent Calls 

Let's go over each category in detail. 

Calls Tab

The Calls Tab provides a graph visualization of your call volume over time. Click on any of the days in the Total Calls chart to open a detailed overview of the call events for that day. 


Below the 'Call volume over time' chart, you'll see the Call Count Breakdown.

The Call Count Breakdown displays an overview of call types and activities during the timeframe set in your filter. 

Click the arrow beside each target activity to expand the content.


If you have not filtered for specific keywords or moments, the Calls Tab data displays granular data on the Total number of calls. More than just being able to view the total number of inbound and outbound calls, you can also quickly reference the following:

  • Total number of Answered Calls
  • Total number of Unanswered Calls
  • Total Number of Callbacks Requested
  • Total Number of Calls Initiated by a Dialpad User
  • Total Number of Callbacks 

Each of these sections is further broken down into:

    • Total Number of Missed Calls
    • Total Number of Abandoned Calls
    • Total Number of Unanswered Transferred Calls 
    • Total Number of Other Voicemails 
    • Total Number of Messages
    • Total Number of Spam Calls
    • Total Number of Connected Calls
    • Total Number of Cancelled Calls

Hover over each item to see the target's definition, and be sure to review our Analytics Glossary. 


The Ai CSAT tab allows you to stay on top of the Customer Experience by monitoring your customer satisfaction survey results and Ai predictions.

In order to see this tab, you must have Ai CSAT enabled. 

Quickly view your overall Ai CSAT score and response rate, as well as weekly and 30-day trends.Ai_CSAT_tabs.png

Monitor Agent performance by checking their CSAT score, the CSAT variance over the selected time period, and the number of their calls that were rated. 

Moments Tab

The Moments Tab displays an overview of your Custom Moments usage over time. 

If you have not searched for a specific moment, this tab will show the top moments (by their occurrence count) within the sample of calls you’ve filtered for.


Admins can review the moments’ occurrence trends plotted over time, as well as an Agent leaderboard with occurrence counts of the top moments.

Search for a specific moment (or 3), by using the Moment filter.

Check the box beside the Moments you'd like to review, and select if you'd like to see data on where the Moment was used (ie on the Agent side, Customer Side, or both).


Unanswered Tab 

The Unanswered Tab provides insight into the number of Unanswered Calls over time. 

Each day displays the total number of voicemails, missed calls, abandoned calls, short-abandoned calls, and unanswered transferred calls. Click on the bar graph to see the total number of calls compared to the total number of unanswered call types. 


Below the graph, you'll see a Call Overview for your Agents. 

Service Level Tab

The Service Level Tab displays your service level percentage over time, during your Open Hours. 
Click on any day to see the average Service Level for the day, as well as the total number of calls, and the number of calls above your Service Level. 
Easily reference the Average Speed to Answer for both Open and Closed Hours. 
Below the daily overview graph, you'll find the Complete Service Level for the filtered time frame. 

Duration Tab

The Duration Tab provides you with information on Call Duration, the amount of time that a call is connected to an Agent (also known as Talk Time).

Click on any date on the Call Duration Over Time graph to see a detailed breakdown of the total call duration (inbound and outbound), total inbound call duration, and total outbound call duration. 


Below the graph, you'll find call duration totals and averages for the filtered timeframe. 

Easily reference the average hold time, average handle time, and average Wrap Up time from the same tab!

Texts Tab

The Texts Tab displays the total volume of text messages sent over the filtered timeframe. 

Click on any date on the Text Volume Over Time graph to see the total number of texts, and the number of internal (messages sent to Dialpad team members) and external messages (messages sent to a non-Dialpad number). 


Below the overview, you'll see a per-agent breakdown displaying:

  • Total number of Inbound messages (ie received messages)
  • Total number of Outbound messages (ie sent messages)
  • Total number of group messages
  • Total number of messages sent internally
  • Total number of messages sent externally

Agent Status Tab

The Agent Status Tab displays the time Agents spend in an Available or On Call status. 

Click on the graph bars to review the daily totals and number of time spent in each status. 

Agent Status data can be exported to display a summary of agent status periods for the call center ( Agent Status Statistics), or display records of all Agent status changes in the call center (Agent Status Logs).


Below the Agent Availability Over Time graph, you'll find an Agent leaderboard, providing individual Agent information on the amount of time they spent in an Available, Off Duty, On a Call, or in a Wrap Up state. You can also see the amount of time they spent handling another Call Center, which is especially helpful to understand a complete overview of their time. 

Heatmaps Tab

The Heatmaps Tab provides a simplified visualization of your call volume and answer times. Use this tab to figure out when exactly you’ll need more agents available to answer calls, cutting down on lengthy wait times that often hurt customer satisfaction.


Concurrent Calls Tabs 

The Concurrent Calls Tab tracks how many calls are in progress at any one time, each day of the week. It’ll assist in contact center forecasting and aligning agent schedules to prepare for a large number of calls.

Click on the graph bars to review the totals.


Disposition Tab

The Disposition Tab displays an overview of your Call Dispositions usage over time. 

If you have not searched for a specific Call Disposition, this tab will show the top dispositions (by their occurrence count) within the sample of calls you’ve filtered for.

Click any date to see an overview of dispositions used on that day. 


Below the graph, you'll find a breakdown of each Disposition's total usage, and percentage used during the selected time period. 

IVR Menu Tab

The IVR Menu Tab is a great place for Department and Call Centers to analyze the use their IVR menus. You'll see IVR menu options, usage count, and usage percentage.

Click any date to see an overview of IVR Menu options used on that day. 


Below the graph, you'll see the usage totals and percentages for each IVR menu option. 

Alerts by Day

Use the Alerts by Day overview to stay on top of your Call Center's performance by tracking how often your Call Center alerts are triggered. To find the Alerts by Day Overview, scroll below the Call Count Breakdown on the Calls Tab. 

Here, you'll find a graph overview of the following alerts:

  • Service Level
  • Wait Time
  • Queue Size
  • No Agents
  • Agents Off-Duty 


Click on a day to view how many times the alert was triggered on that day.

Recommendations by Day

Use the Recommendations by Day overview to see how often your Real-Time Assist cards are being used by your Agents. To find the Recommendations by Day Overview, scroll below the Call Count Breakdown on the Calls Tab. 


View the grand total of Real-Time Assist Cards used at the bottom, and click on a day to view how many times Real-Time Assist Cards were triggered on that day.

Calling Habits 

Learn the How and the Who of your team's calling behavior from the Calling Habits section. 

These pie charts are located on the Calls Tab, below the Recommendations by Day section.

Here's where you can get a general sense of how calls are placed/received throughout your office.

These stats include:

  • % of Calls Internal vs External (Calls Outside the Company)
  • % of Device Usage (Web App, Desktop App, Mobile VoIP, etc.)
    • (Device usage statistics will only reflect calls made directly to/from individual users, and not calls made to/from groups like call centers, departments, or offices)


Additional Call Habit metrics are available to Individual Team Members only or when an Admin is looking at their personal analytics, including your Average Call Length, and the Busiest Day of Calling. 



Admins are able to easily monitor Agent call volumes, number trends, and recommendation use with Dialpad's Leaderboard feature.  

On the Calls Tab page, scroll to the very bottom of the page. Here, you'll find 3 different leaderboards:

  • Agent Calls
  • Recommendations
  • Phone Numbers

Navigate between the three by selecting the name from the top. 


The Agent Calls Leaderboard displays the total number of calls the Agent incurred, broken down into the following totals:

  • Total Duration
  • Average Duration
  • Answer Time
  • Placed
  • Answered 
  • Missed

Filter the Columns to display only the data you need.


Need to review individual team members' metrics? Click their name on the Agent Calls Leaderboard to open a new view of their personal performance.

The Recommendations Leaderboard displays the most used Real-Time Assist Cards, and the card's CSAT (as rated thumbs up or thumbs down by the Agent).


The Phone Numbers Leaderboard provides insight into the performance of your Shared Lines (ie Main Line, Call Center or Department). 

Easily review how often calls were placed, missed and received on each line. You can also compare each line's total and average call duration. 





💡 If you're looking for specific Call Center analytics head over to this Help Center article.