Call Center Analytics

From Dialpad.com, navigate to Analytics and filter to target a Call 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 Call Center.

Who can use this feature?

Call Center analytics are available to Dialpad Contact Center and Dialpad Sell and customers on the Pro and Enterprise plans. You'll also need to serve as an Admin or Supervisor in the Call Center.

Our discontinued 'Dialpad Talk with Call Center Add-On' license also supports this feature but is limited to existing customers.

Additional Tabs for a Call Center

Metric

Included Statistics

Unanswered

Chart:
- # of voicemails
- # of missed calls
- # of abandoned calls
- # of short-abandoned calls
- # of forwarded calls

Agent List:
- # of calls
- # of minutes
- Average duration
- Average answer time
- # of calls placed
- # of calls answered
- # of missed calls
- # of canceled calls

 

 

Service Level

Chart:
- # of total calls
- # of answered calls
- # of missed calls
- # of abandoned calls
- # of short-abandoned calls
- # of unanswered transferred calls
- Average speed to answer
- # of calls meeting Service Level

Agent List:
- # of calls
- # of minutes
- Average duration
- Average answer time
- # of calls placed
- # of calls answered
- # of missed calls
- # of canceled calls

Duration

Chart:
- Total duration
- Outbound duration
- Inbound duration
- Average call duration
- Average handle time

Agent List:
- Calls
- Total duration
- Average duration
- Answer time
- # of calls placed
- # of answered calls
- # of missed calls
- # of canceled calls

Queue 

Chart:
- Average Speed to Answer
- Average Time in System
- Average Call Duration

Agent List:
- # of calls
- # of minutes
- Average duration
- Average answer time
- # of calls placed
- # of calls answered
- # of missed calls
- # of canceled calls

Agent Status

Chart:
- # of hours available
- # of hours on a call

Agent List:
- # of hours available
- # of hours off duty
- # of hours on call
- # of hours in wrap-up

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:
- Call volume
- Answer times

Concurrent Calls

Chart:
- Average concurrent calls
- Maximum concurrent calls
- Call volume

Ai CSAT

Chart:
- CSAT Score
- Response rates
- # of responses
- % change compared to previous filter period

Agent List:
- Score
- # of responses
- % change compared to previous filter period

 

Customers with the Ai CSAT Add-on will additionally see Ai CSAT predictions along with their customer responses

Dispositions

Chart:
- Disposition options (set by Call Center)

Agent List:
- # of dispositions noted in total
- # of dispositions noted for each disposition

IVR Menu

Chart:
- IVR menu options (set by Call Center)
- Usage count
- Usage percentage

 

Alerts by Day

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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 

Screen_Shot_2019-04-12_at_8.42.11_PM.png

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

call-center-analytics-leaderboards-agents.png

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

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Here you'll find a recommendation leaderboard that tracks each real-time assist card's use along with its helpfulness ratings.

Phone Numbers

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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 Call 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 Call Centers, and it does not include greetings or menus.

Call Volume

dp-heatmaps-call-volume-exact-values.png

Call volume indicates the number of calls reaching the Call 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.

dp-heatmaps-call-volume-open-hours.png

Evaluate call volume inside and outside open hours, too. Select Show Open Hours to trace open hours in the heatmap.

Answer Times

dp-heatmap-exact-values.png

Answer time indicates the duration that callers waited until an Agent answered calls to the Call 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.

dp-heatmap-answer-times-open-hours.png

Evaluate answer times inside and outside open hours, too. Select Show Open Hours to trace open hours in the heatmap.

Concurrent Calls

dp-cc-analytics-concurrent-calls.png

In the Concurrent Calls tab, understand how many calls are in progress at any one time; managers in a Call 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

dp-analytics-ivr-menu-tab.png

In the IVR Menu tab, analyze the use of IVR menus in a Department or Call 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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