Administrators can access analytics for their Office, Departments, and even individual team members.
In this article, we'll take a look at the data available to Administrators and how to export it. Looking for a walkthrough on your own analytics?
Administrators can filter their data based on a specific group or time frame.
- Entire Office
- Main Line
- Call Queues
- Paired Execs
- Last Day of the Week (i.e. Sun, Mon, Tuesday, etc.)
- Last Week (i.e. Sun - Sat)
- Last Month
- Past 7 Days
- Past 30 Days
- Past 3 Months
- All Calls
- Department Calls (inbound only)
Dialpad Tip: Selecting Call Queue will give you an option to view your Hold Queue stats, including avg. waiting time and call length.
The data displayed will reflect all inbound and outbound calls to the selected group of Operators and time frame with the exception of Department Calls (inbound only).
What's the difference between All Calls and Department Calls?
Let’s say a Department Admin wants to see how many calls his Operators handled last week.
By selecting All Calls, they’ll see a total of all the calls each Operator handled regardless of where the call came from or went to (meaning even other Departments).
By selecting Department Calls, they’ll see a total of all the calls each Operator handled on that specific Department.
Think of All Calls as a way for Department Admins to check the total activity of their Operators since only Company and Office Admins can see all your Entire Office Stats.
Entire Office Data
When you select Your Entire Office from your filter, not only can you review the calls by day but also:
- Calling Habits
- Team Member Leaderboards
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
- % of missed calls
- % of team using specific devices (desktop, mobile, desk phone)
Team Member Leaderboards
Need to review individual team member metrics? This section displays the following stats for each member of your team:
- Total Calls
- Total Call Minutes
- Avg. Call (Min.)
- Total Missed Calls
- Total Voicemails
Select a team member from this list to view their own individual metrics.
You'll have the option to export either stats or call logs. Let's take a look at the differences between the two options:
This will export call metrics aggregated by the user and date level (past day, month, etc.). Think of it as a more detailed breakdown of your Top Users leaderboard.
Export Call Logs
This will export call metrics aggregated by the call direction (inbound/outbound) and date level (past day, month, etc.). This will provide more details on specific calls.
Selecting either of these options will email the metrics straight to the Admin, where they'll be able to download the .csv file.
Grant Analytics Access
Navigate to Dialpad.com > Admin Settings > Office > Your Team and select Give analytics access from their drop-down. In addition to viewing analytic reports, non-Admins can export their data.