Admins and Individual Team Members can access analytics by going to Dialpad.com > Analytics. In this Help Center article, we'll take a look at the data available.
- Filter drawer for selecting, applying, and editing filters
- Metrics available with chosen filters
Users & Groups
Filter by User, Office, Department, Call Center, or Coaching Group.
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 filter your data by user or group click on the drop-down arrow to search through a list of your users and group lines. You will have the ability to filter for the following:
- User Calls: Show calls from that user both individual and as an agent/operator for a group they belong to; you can filter this further by any group they belong to
- Groups Calls (Department, Main Line, or Call Center): Show all calls made by Agents on behalf of those groups; does not include personal calls from those Agents/Operators
- Coaching Group Calls: Show all individual calls made by the team members, excluding Call Center calls
When a target has been added, you can add another to the filter. Select Add another user or Add another group in the filter draw and enter another target of the same type.
Additional Filters Available
- Preset Ranges
- Last Week
- Last Month
- Past 7 Days
- Past 30 Days
- Past 90 Days
- Past 180 Days
- Past 365 Days
- Custom Date Range
Choose the length of calls that are filtered into the data.
With any Call Content filter, you'll need Voice Intelligence enabled to generate results. Additionally, this type of filter is not supported if you've searched multiple targets.
You can select up to five keywords (separated by commas) and up to five moments to filter multiple entries.
- Agent side: the Operator or your Dialpad Team Member said the keyword(s)
- Customer side: the customer or your external contact said the keyword(s)
- Agent side: the moment(s) occurred on the Operator or your Dialpad Team Member’s side of the conversation
- Customer side: the moment(s) occurred on the customer or your external contact’s side of the conversation
Charts & Tabs
Total Calls Tab
When viewing the total calls tab, if you have not filtered for specific keywords or moments, the data available to includes:
- # of Placed Calls
- # of Answered Calls
- # of Missed Calls
- # of Abandoned Calls
- # of Forwarded Calls
- # of Canceled Calls
- # of Voicemails
Admins will also see a leaderboard of operators whose calls met your filter criteria.
If you have filtered any specific Moments or Keywords, the data shown here will only include calls that meet those specific criteria.
For these searches, data will be broken down by Customer Calls and Agent Calls, which refers to the side of the call on which the filtered Keyword or Moment occurred.
Admins will also see a leaderboard of Operators whose calls met your filter criteria.
When you have not explicitly searched for a moment, this tab will show the top moments (by occurrence count) within the sample of calls you’ve filtered for.
Admins will also see those moments’ occurrence trends plotted over time and a team member leaderboard for moment occurrence counts of the top moments.
When you’ve searched for a specific moment, this tab will show you occurrence counts overtime for those specific moments only, as well as occurrence count totals.
When you have not searched for specific keywords, we graph the top three Notable Keywords and display a corresponding table of data for those keywords.
What is a Notable Keyword? You don’t care how many times common words like “um,” “and,” or “hello” are said on your calls, so our algorithm looks for words within your filtered set that seem to be unique to your calls and shows you data on the top three.
For Admins, we also display a team leaderboard for those Notable Keywords.
Similar to the Moments tab, when you have searched for specific keywords, the occurrence count over time for those keywords will be graphed on this tab.
A corresponding leaderboard will also be displayed, as well as a list of related keywords.
Call Minutes & Text Messages
Both of these tabs will appear only if you have not filtered for a specific Moment or Keyword. The following data will be included:
- # of Total Minutes
- # of Outbound Minutes
- # of Inbound Minutes
- Average Call
- # of Texts
- # of Texts Inside Company (Dialpad to Dialpad)
- # of Texts Outside Company (to an external or non-Dialpad phone number)
Call Lists & Summaries
Toggle to the Calls List menu to view the list of calls that constitute the charts you are currently viewing.
Admins can also click on a team member in any leaderboard to view the relevant calls specific to that team member.
For calls that have a Voice Intelligence transcript, meaning Voice Intelligence was enabled, you can view the full Call Summary right from the Calls List.
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 Missed Calls
- % of Device Usage (Web App, Desktop App, Mobile VoIP, etc.)
Additional metrics surrounding calling habits that are available to Individual Team Members only or when an Admin is looking at their personal analytics include:
- Average Call Length
- Busiest Day of Calling
Team Member Leaderboards (Admins Only)
Need to review individual team member metrics? This section displays the following stats for the top 100 users of your team:
- Total Calls
- Total Call Minutes
- Avg. Call (Min.)
- Total Placed Calls (outbound)
- Total Received Calls (inbound)
- Total Missed Calls
- Total Cancelled Calls
Select a team member from this list to view their own individual metrics.
Shared Lines Leaderboards
When viewing a specific shared line (Main Line, Call Center or Department), in addition to seeing Team Member stats, Admins can also see DID usage for those shared lines that have more than one number.
Please note, Admins will not be able to see call metrics across all of the associated shared lines - Department Call Types only.