When looking at your Charting data only, you'll have the option to export some additional reports.
You'll also notice that depending on what you're filtering for, and what tab you are viewing, there will be more reports available. For example, if you filter for a Call Center, and then click on the "Agent Status" tab you will see additional export options.
Selecting any of these options will send you an email, with a link where you can download the .csv file.
What standard reports are available?
This summary export includes call metrics aggregated by date. Useful if you want a quick summary of your metrics day by day.
Statistics by Group
This summary export includes call metrics aggregated by each Department and Call Center inside a single office. It's useful if you want a quick summary of your metrics across multiple "groups". Note this export option is only shown when you are viewing the Office analytics. If you don't see it, reset your filters.
Statistics by User
This summary export includes call metrics aggregated for each user and date. Think of it as a more detailed breakdown of your Top Users leaderboard. It includes all calls made or received by users, including their direct line, or through a department or call center.
This export includes a record of every call and provides a lot of specific data on each call. Note that when looking at call logs for a call center or department you will likely see more than one row per call. There is always the "entry point" call to the call center or department, plus multiple "fan out" calls to one or more users.
This summary export includes a list of all users and a count of the texts they have sent.
This export includes a record of all text messages sent and received, including the actual message content. Note: the "Text Logs" export option is not enabled by default. If you would like access, reach out to our Support team.
This export includes a record of all voicemails, along with a link to the mp3 recording of that message. Note: the "Voicemails" export option is not enabled by default. If you would like access, reach out to our Support team.
This export includes a list of all call recordings, along with a link to the mp3 recording. The list will include all recording types, except "admin call recordings". Those can only be accessed through our Enterprise Support portal. Note: the "Recordings" export option is not enabled by default. If you would like access, reach out to our Support team.
What other reports are available?
On Duty Statistics [Call Centers]
This export includes a summary of how each agent spent their time. i.e. This shows a total in hours for each of "Available", "On a call", "Wrap Up" and "Off Duty". It will also include any custom off-duty states you may have created.
On Duty Logs [Call Centers]
This detailed export includes a log of all the status change events for each agent, in chronological order. This is the raw data we use to produce the Statistics export and this just provides extra detail.
CSAT Survey Responses [Call Centers]
This detailed export includes a record of all calls where a CSAT Survey was heard by the caller and their response, if they provided one. This will also include a transcription of that response and a link to the call recording.
Call Disposition Logs [Call Centers and Coaching Groups]
This detailed export includes a record of all the calls in a Coaching Group or Call Center, along with the Disposition that was saved, and the Disposition notes. If a recording exists, there will be a link to that mp3 file as well.
When I filter for Department Calls, the totals for missed calls don't match what's on my exported list.
Your analytics chart will show slightly different stats than when you export your Department/Call Center stats because the chart is only displaying the missed calls at the Department/Call Center level. The exported list will show the number of missed calls at the Agent level.
Think of it like this: A call that comes into a Department/Call Center may be missed by one Agent but picked up by another, which is why an Operator/Agent can show a higher number of missed calls than what's being reported on the Department/Call Center level.
Where can I get more details about each report?
Can I pull these exports through an API?
Yes! See the documentation for the Dialpad API for more details. When using the API you have to set both the export_type and the stat_type. Note that not all combinations are available, some report types may only be available for just "stats" or "records", not both.