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. These display stats are up to date (give or take a few minutes).
- Entire Office
- Main Line
- Call Centers
- 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
- Operator Calls
- Department Calls (inbound only)
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 Operator Calls and Department Calls?
Let’s say an Dept/Call Center Admin wants to see how many calls their Operators or Agents handled last week.
By selecting Operator Calls, they’ll see a total of all the calls each Operator/Agent handled regardless of where the call came from or went to (meaning even other Departments or Call Centers).
By selecting Department Calls, they’ll see a total of all the calls each Operator/Agent handled on that specific Department or Call Center.
Think of Operator Calls as a way for Dept/Call Center Admins to check the total activity of their Operators/Agents since only Company and Office Admins can see all your Entire Office Stats.
Calls by Day
Once you choose your group, timeframe, and call type (if applicable), your stats will automatically refresh to display insights like:
- Total Calls
- Call Minutes
- Text Messages
- Hold Queue (all Call Center plans)
- Unanswered (Pro and ENT Call Center)
- Service Level (Pro and ENT Call Center)
# of texts
|Hold Queue (Call Center)||
average wait time
|Unanswered (Call Center)||
# of voicemails
|Service Level (Call Center)||
# of total calls
Alerts by Day (Call Center)
If you're viewing Call Center metrics, you'll see Alerts By Day appear when selecting Total Calls from the Calls By Day section.
Toggle through these sections to see metrics for alerts like Service Level, Queue Size, or Agents Off Duty.
You'll also see an option to export your Agent's On Duty status via a CSV download when selecting Service Level.
This log will identify all the times when your Agent's status changed during on-duty hours (i.e. available, wrap-up time, unavailable).
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 the top 100 users of your team:
Select a team member from this list to view their own individual metrics.
You'll have the option to export stats or call logs in addition to voicemails and call recordings. If you choose to export your stats, just remember that any calls that happened less than 24 hours from when you export won't show up on your reports.
Let's take a look at the differences between exporting stats vs logs:
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
If you're a Company Administrator, you can navigate to Dialpad.com > Admin Settings > Office > Team and select Give analytics access from their drop-down.
In addition to viewing analytic reports, non-Admins can export their data.