Let's dive into the terms you will frequently see while using your Dialpad Analytics reports.
Average Call Duration: Average length of both Placed and Received calls. This is based on the connected date and end date of the call.
Connected date: The moment the caller starts talking to the User (meaning we don't count the ring time).
Cancelled call: Outbound calls hung up before they connected.
Internal Call: Calls between Dialpad Users of the same office.
External call: Calls with someone outside of your office.
Outbound - User initiated: Calls initiated by a Dialpad user.
Outbound Connected Calls: All outbound calls that were picked up. Does not include system initiated callbacks
System initiated callbacks: Calls automatically generated for fulfilling callback requests.
Answered Calls: Inbound calls that are connected to a Dialpad 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 an answered call.
Unanswered Call: Inbound calls that did not connect to a Dialpad user.
Handled calls: All calls that connected an agent to a caller, including inbound, outbound and callback calls.
Timezone: Determined by your Office's timezone, not individual users. This helps keep your Analytics consistent across all users within your Office.
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.
Voicemail (Missed): Missed calls where the caller left a voicemail. These are included in the missed calls total.
Direct Voicemail: Calls that did not ring and the caller left a voicemail. These are included in the abandoned calls total.
Missed then forwarded: Missed calls that were routed to another number via fallback routing options. These are included in the missed calls total.
Time in System: The average time inbound connected calls are in the Dialpad system before it connects to an agent.
Texts: Total Texts sent and received Inside and Outside of the Company for the Group or User
- 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)
Call Center Terminology
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:
- Caller was in the hold queue but hung up before the call rang out to an Agent
- Caller hung up during the menu or while listening to a recorded greeting
- Caller was routed directly to your Call Center voicemail (so either your Call Center was closed or no Agents were currently toggled On Duty)
- Caller tries to call in during your Call Center closed hours and is not forwarded via fallback routing to another number.
We also break down Callbacks Requested and Callbacks Completed in Call Center to analyze in-queue callback performance.
Forwarded Calls: An inbound call that does not ring out to any agents is considered forwarded in the following scenarios, dependent on your department’s selected routing options:
- If default routing is set to an IVR menu under ‘Other Routing Options’ and the caller makes a selection that results in being forwarded to another number.
- If default routing is set to forward calls directly to another number under ‘Other Routing Options’. This could be to another Department, Office, or Call Center, or to another team member, mainline, or phone number.
- If default routing is set to route to available agents, but the call was routed to a fallback option without any agents being rung. Fallback routing options can be configured for an IVR menu, e.g. allowing the caller to select an option to be forwarded to another number, or directly forwarding overflow calls to another number.
- If the call does not ring out because the office was closed, there are no agents currently on duty during open business hours, or the hold queue is full, this will be a forwarded call.
Callback Request: Inbound call that ended in a request for a callback. See in-queue callbacks for more information on callbacks .
Connected to agent: Original caller accepts the callback and connects with an agent
No Answer / Declined by caller: Caller received a callback and did not answer or declined the callback by selecting the “Callback is no longer needed” option
Callback - Caller Accepted - Not Connected: Caller accepted the callback fulfillment call but did not wind up connecting to an agent. This can happen if agents were rung out and missed answering the call, or because the caller abandoned the call before an agent could be connected.
No callback: A callback was requested but there was no system initiated call back call. This case occurs if the maximum queue wait time for the group is exceeded before the queued callback request makes it to the head of the queue.
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. Service level is measured once a call first starts ringing an Agent or when the call is queued after any greetings and menus are finished; we updated this metric on September 25, 2020, and recommend learning about the changes as explained in this Help Center article.
Average Speed to Answer: indicates the duration that callers waited until an Agent answered the call. Measured from after the greetings and menus are finished.
Average Handle Time: includes the total time a customer is connected to an Agent in addition to any wrap-up time the Agent spent for the call. Calculation: AHT = (average call duration + wrap-up time) / # of calls
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. The default short-abandoned threshold is 10 seconds, and only Call Centers can customize this value.
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).
CSAT Score: The percentage of satisfied customers out of all surveyed customers. It is calculated by: Positive CSAT responses (4 & 5s) / all CSAT responses.
Survey Response Rate: The survey response rate the percentage of surveys with responses out of all the surveys sent. Read our article on changes made to Survey Response rate in March 2022.
Vi Prediction Rate: The percentage of calls that have an Ai CSAT prediction out of all inbound answered calls.
Departments & Main Line Terminology
Abandoned calls: Any inbound calls that did not end up ringing an Operator, and was not forwarded to another number via fallback routing options. This means the caller was either sent directly to voicemail 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.
Call Center Weekly Email Summary
The Call Center Weekly Email provides a weekly summary of main Call Center metrics as they compare to the average of each metric.
The following metrics are shown if Voice Intelligence is Enabled. If you do not see these metrics, see our article on how to enable Voice Intelligence here.
Top Section of “What’s happening on your Calls” (Custom Moments): When you enable Voice Intelligence you can track your own keywords with Custom Moments. Your weekly email will show you the number of calls where the custom moment was triggered. The top 6 custom moments ranked by percent change are shown.
Positive Sentiment: Total number of times the customer says something generally positive. Use this to celebrate successes with your team.
Negative Sentiment: Total number of times the customer says something generally negative. Use this to identify coaching opportunities.
Customer Questions: Total number of customer questions.
Competitor Mentions: Total number of times a customer mentions a competitor defined in your company dictionary.
Frequently Asked Questions (FAQs)
What is the difference between missed call stats for Departments vs Call Centers?
Missed Calls (Call Centers)
Inbound calls where the call 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 an 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).