Contact Center Analytics
- 05 Jun 2023
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Contact Center Analytics
- Updated on 05 Jun 2023
- 5 Minutes to read
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Article Summary
Dialpad offers deeper metrics for contact centers to gather insights from every conversation. Admins and supervisors can access these metrics by navigating to Analytics and filtering for a Contact Center. The metrics include trends for service level, wait time, queue size, no agents, and agents off duty in the Alerts by Day tab. The Recommendations tab shows trends for triggered recommendations during agents' calls. The Leaderboards tab compares agent calls, recommendations, and phone numbers. The Agent Calls tab provides an agent leaderboard with various call metrics. The Recommendations tab offers a recommendation leaderboard based on real-time assist card usage. The Phone Numbers tab tracks call metrics for assigned phone numbers. The Heatmaps tab displays call volume and wait times throughout the week. Call volume indicates the number of calls reaching the contact center, while answer time measures the duration callers wait until an agent answers. The Concurrent Calls tab shows the average and maximum concurrent calls per day of the week, and the IVR Menu tab analyzes the usage of IVR menus.
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Analytics and Call History menus reveal a lot about overall performance, but Contact Centers in Dialpad can take advantage of deeper metrics that gather insight from every conversation.
From Dialpad.com, navigate to Analytics and filter to target a Contact Center. You can only do this if you're an Admin or Supervisor, and do not add any specific filters for keywords or moments.
Let's take a look at the metrics organized for a Contact Center.
Who Can Use This Feature
Contact Center analytics are available to Ai Contact Center and Ai Sales and customers on the Pro and Enterprise plans. You'll also need to serve as an Admin or Supervisor in the Contact Center.
Our discontinued 'Ai Voice with Contact Center Add-On' license also supports this feature but is limited to existing customers.
Additional Tabs for a Contact Center
| Metric | Included Statistics |
|---|---|
| Unanswered | Chart: Agent List:
|
| Service Level | Chart: Agent List: |
| Duration | Chart: Agent List: |
| Queue | Chart: Agent List: |
| Agent Status | Chart: Agent List: If you'd like to export this data to a CSV file, select Export and choose Agent Status Statistics or Agent Status Logs. |
| Heatmaps (Weekly Averages) | Chart: |
| Concurrent Calls | Chart: |
| Ai CSAT | Chart: Agent List:
Customers with the Ai CSAT Add-on will additionally see Ai CSAT predictions along with their customer responses |
| Dispositions | Chart: Agent List: |
| IVR Menu | Chart: |
Alerts by Day
In the Calls Tab, scroll to Alerts by Day to see trends for Call Center-based alerts including Service Level, Wait Time, Queue Size, No Agents, and Agents Off Duty metrics.
Recommendations
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In the Calls Tab, scroll to Recommendations to see trends for real-time assist cards that were triggered during Agents' calls.
Leaderboards
In the Calls Tab, scroll to Leaderboards to see comparisons for Agent Calls, Recommendations, and Phone Numbers.
Agent Calls
Here you'll find an agent leaderboard that tracks calls, total minutes, average duration (minutes), answer time (seconds), placed calls (outbound), answered calls (inbound), missed calls (inbound), and canceled calls.
Recommendations
Here you'll find a recommendation leaderboard that tracks each real-time assist card's use along with its helpfulness ratings.
Phone Numbers
Here you'll find a phone number leaderboard that tracks calls, total minutes, average duration (minutes), placed calls (outbound), answered calls (inbound), missed calls (inbound), and canceled calls. It will only apply if you've assigned more than one phone number to a Contact Center.
Weekly Averages (Heatmaps)
In the Heatmaps tab, you'll get an overview of call volume and wait times in a heatmap. You can use this to understand activity throughout the week. It also includes options to display exact values and open hours.
Keep in mind that the Heatmaps tab is only for Contact Centers, and it does not include greetings or menus.
Call Volume
Call volume indicates the number of calls reaching the Contact Center during a period.
If you filter for a specific day or week, you'll see data for that exact period of time. Filter for an entire month, however, and Dialpad returns an average across all days of the week.
Darker colors reveal a higher number of calls in that timeslot. Hover over a cell in the heatmap, and you'll reveal the number of calls. You can also see this information at all times by turning on Show Exact Values, located to the right of the heatmap.
Evaluate call volume inside and outside open hours, too. Select Show Open Hours to trace open hours in the heatmap.
Answer Times
Answer time indicates the duration that callers waited until an Agent answered calls to the Contact Center during a period. Only time spent in the queue is counted, not any greeting time or time spent in an IVR menu.
If you filter for a specific day or week, you'll see data for that exact period of time. Filter for an entire month, however, and Dialpad returns an average across all days of the week.
Darker colors reveal longer answer times in that timeslot. Hover over a cell in the heatmap, and you'll reveal the answer time. You can also see this information at all times by turning on Show Exact Values, located to the right of the heatmap.
Evaluate answer times inside and outside open hours, too. Select Show Open Hours to trace open hours in the heatmap.
Concurrent Calls
In the Concurrent Calls tab, understand how many calls are in progress at any one time; managers in a Contact Center can use this to forecast Agent schedules and prepare for simultaneous calls in the future to avoid significant wait times.
It will display average and maximum concurrent calls for each day of the week.
IVR Menu
In the IVR Menu tab, analyze the use of IVR menus in a Department or Contact Center. You'll see IVR menu options, usage count, and usage percentage.
Change your IVR menu configuration? IVR menu options will still appear in the IVR Menu tab for analytical purposes whether any options were changed or disabled.
Learn more about Dialpad's Contact Center analytics here.
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