Analytics Glossary

Learn more about the terms we use in your Analytic reports.

General

Average Call Duration: Includes both Placed and Received calls in the average and is based on the connected date and end date of the call.

The connected date is when a caller starts talking to a user (meaning we don't count the ring time).

Canceled Calls: A canceled call is when a Dialpad user initiates an outgoing call but hangs up before anyone picks up. This is different from an abandoned call since abandoned only reflects inbound.

Device Usage:

• Desktop App: Either the Native App (Mac or Windows) or the Chrome App
• Forwarding Number: Placed or received a call on another PSTN number
• Mobile HD Calling (VoIP): Used HD Calling (VoIP) on iOS (iPhone or iPad) or Android
• Desk Phone: Any form of SIP desk phone (Obihai, Polycom, and any SIP device)

Internal vs External: Internal calls are any calls between Dialpad users of the same Office. External calls are any calls between a Dialpad user and non-Dialpad user OR any calls between an internal Dialpad user and external Dialpad user (someone outside of your Office).

Minute Stats: Total, Outbound, and Inbound all have the same logic as Calls, Placed, and Received respectively.

Placed Calls: Outbound calls that were connected. If a user hangs up while the call is ringing and before anything picks up, then it's recorded as a Canceled call and not included in this section.

Answered Calls: Inbound calls that were answered by a user. Even if the caller is routed from an IVR menu to a user, as long as they answer the call, it will be considered a Received call.

Timezone: Determined by your Office's timezone, not individual users. This helps keep your Analytics consistent across all users within your Office.

Total Calls: Total calls are all calls that have been received or placed, including missed, abandoned, and canceled.

Voicemails: An inbound call where the caller left a voicemail. Voicemails will also be included in Missed Calls if Dialpad attempted to ring a user that did not answer, and in Abandoned Calls, if the call was transferred straight to a user's voicemail.

Call Center

Abandoned Calls: An inbound call that did not end up ringing your Agents. We'll mark an inbound call as abandoned in the following scenarios:

1. Caller was in the hold queue but hung up before the call rang out to an Agent
2. Caller hung up during the menu or while listening to a recorded greeting
3. Caller was routed directly to your Call Center voicemail (so either your Call Center was closed or no Agents were currently toggled On Duty)
4. Caller tries to call in during your Call Center closed hours

We also break down Callbacks Requested and Callbacks Completed in Call Center to analyze in-queue callback performance.

Forwarded Calls: An inbound call that went through your Fallback options and was forwarded to another Call Center, Department, or Mainline

Service Level: This displays the percentage of calls answered during open hours within the time threshold set for that Call Center, by default 60s. Short Abandoned calls are excluded from this metric. The answer time is calculated as the difference between the moment the call arrives, (date_started) and when it connects to an agent (date_connected).   

Short-abandoned: Short Abandoned calls are a sub-set of abandoned calls when callers hang up within a specific time frame. Short abandoned calls are excluded from service level calculations.

Missed Calls: Inbound call where we rang out to your available Agents but they didn't accept the call. The difference between a missed call and an abandoned call is that with a missed call, there are available Agents who have been rung out to (and they simply missed the call). In an abandoned call, Dialpad never rung out to any Agent because no Agents were available (or the other scenarios outlined under Abandoned).

Departments and Main Line

Abandoned calls: Any inbound calls that did not end up ringing an Operator. This means the caller was either sent directly to voicemail, was routed to an IVR menu where the menu options are set up to forward to a different department, or was routed to an IVR menu where they hung up before selecting any of the options from the IVR menu.

Missed Calls: Inbound calls where Dialpad attempted to ring an Operator, but the Operator didn't answer. When reviewing user stats, the total number of missed calls will include calls to the direct user's line as well as any lines that they've been assigned to as an Operator. 

Frequently Asked Questions (FAQs)

What is the difference between missed call stats for Department vs Call Centers?

Missed Calls (Call Centers) 

Inbound calls where rang out to your available Agents but they didn't accept the call.

Missed Calls (Departments and Main Line)

Inbound calls where Dialpad attempted to ring an Operator but the Operator didn't answer.

What is the difference between and Abandoned Call vs Missed Call?

The difference between a missed call and an abandoned call is that with a missed call, there are available Agents who have been rung out to and they simply missed the call.

In an abandoned call, Dialpad never rang out to any Agent because no Agents were available (or the other scenarios outlined under Abandoned).