Analytics Glossary

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

Abandoned Calls

Any inbound calls that did not end up ringing a user. Usually, this means the caller was sent directly to voicemail or was routed to an IVR menu where they hung up the call before being forwarded to a user. 

For Call Queues, an abandoned call would mean that your caller was in the hold queue but hung up before they reached an Agent.

All Calls vs. 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.

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).

Note: For best results, make sure that you are placing and receiving calls with your Dialpad number.

Leaderboard

Missed Calls: Any case where the Operator was rung and didn't answer. This does currently include Department fan outs - if 10 Operators are rung and 1 picks up, the other 9 will have missed calls.

Minute Stats

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

Missed Calls

Inbound calls where Dialpad attempted to ring a user, but the user did not 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 or Agent.

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.

Received 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. 

If the caller never talked to a user, this would be recorded as an Abandoned 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 except for Canceled calls. 

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.