Analytics and Call History menus reveal a lot about overall performance, but Call 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 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.
Additional Tabs for a Call Center
| Metric |
Included Statistics |
| Unanswered |
Chart: Agent List: |
| Service Level |
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 On Duty Statistics or On Duty Logs. |
| Heatmaps (Weekly Averages) |
Chart: |
| Surveys |
Chart: Agent List: |
| Dispositions |
Chart: Agent List: |
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
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 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.
Call Volume
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.
Evaluate call volume inside and outside open hours, too. Select Show Open Hours to trace open hours in the heatmap.
Wait Times
Wait time indicates the duration that callers waited until an Agent answered calls to 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 longer wait times in that timeslot. Hover over a cell in the heatmap, and you'll reveal the wait time. You can also see this information at all times by turning on Show Exact Values, located to the right of the heatmap.
Evaluate wait 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 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.
Awesome