Call Center Analytics (Admins)

In this article, we'll take a look at the data available to Call Center Administrators and how to export it. Looking for a walkthrough on your own analytics?

Filter Data

Administrators can filter their data based on a specific group or time frame. These display stats are up to date (give or take a few minutes). 

Group

• Entire Office
• Main Line
• Call Centers

Time Frame

• Today
• Yesterday
• Last Day of the Week (i.e. Sun, Mon, Tuesday, etc.)
• Last Week (i.e. Sun-Sat)
• Last Month
• Past 7 Days
• Past 30 Days
• Past 3 Months
• Custom

Call Type

• Operator Calls 
• Department Calls 

The data displayed will reflect all inbound and outbound calls to the selected group of Operators and time frame.

What's the difference between Operator Calls and Department Calls?

Let’s say a Call Center Admin wants to see how many calls their Agents handled last week.

By selecting Operator Calls, they’ll see a total of all the calls each Agent handled regardless of where the call came from or went to (meaning even other Call Centers or the user's direct line).

By selecting Department Calls, they’ll see a total of all the calls each Agent handled on that specific Call Center.

Think of Operator Calls as a way for Call Center Admins to check the total activity of their Agents since only Company and Office Admins can see all your Entire Office Stats.

Calls by Day

Once you choose your group, timeframe, and call type (if applicable), your stats will automatically refresh to display insights like:

• Total Calls
• Unanswered
• Service Level
• Call Minutes
• Text Messages
• Hold Queue 
• Agent Status

Alerts by Day

If you're viewing Call Center metrics, you'll see Alerts By Day appear when selecting Total Calls from the Calls By Day section. 

Toggle through these sections to see metrics for alerts like Service Level, Queue Size, or Agents Off Duty.

You'll also see an option to export your Agent's On Duty status via a CSV download when selecting Service Level.

This log will identify all the times when your Agent's status changed during on-duty hours (i.e. available, wrap-up time, unavailable).

Recommendations 

Enabled Real-Time Recommendations on your account? Check out how many triggered per day here. 

Leaderboards

Agents

Need to review individual team member metrics? This section will display all Agents in the Call Center and their following stats:

• Connected Calls
• Total Minutes
• Avg. Duration (Min)
• Answer Time (Sec)
• Placed Calls (outbound)
• Received Calls (inbound)
• Missed Calls
• Canceled Calls

Recommendations

See which RTR cards are being used and how often.

Calling Habits 

Here's where you can get a general sense of how calls are placed/received throughout your office. These stats include:

• % of calls internal vs external
• % of missed calls
• % of team using specific devices (desktop, mobile, desk phone)

Team Member Leaderboards

Need to review individual team member metrics? This section displays the following stats for the top 100 users of your team:

• Total Calls
• Total Call Minutes
• Avg. Call (Min.)
• Placed Calls (outbound)
• Received Calls (inbound)
• Total Missed Calls
• Canceled Calls

Select a team member from this list to view their own individual metrics.

Export Data

You'll have the option to export stats or call logs in addition to voicemails and call recordings. If you choose to export your stats, just remember that any calls that happened less than 24 hours from when you export won't show up on your reports.

Let's take a look at the differences between exporting stats vs logs: 

Export Statistics

This will export call metrics aggregated by the user and date level (past day, month, etc.). Think of it as a more detailed breakdown of your Top Users leaderboard.

Export Call Logs

This will export call metrics aggregated by the call direction (inbound/outbound) and date level (past day, month, etc.). This will provide more details on specific calls. 

Selecting either of these options will email the metrics straight to the Admin, where they'll be able to download the .csv file.

Grant Analytics Access

If you're a Company Administrator, you can navigate to Dialpad.com > Admin Settings > Office > Team and select Give analytics access from their drop-down.

In addition to viewing analytic reports, non-Admins can export their data.

Additional Resources