The Voicemail Agent Handling Report provides visibility into agent performance and workload distribution for voicemail resolution. It helps teams understand how each agent assigns, handles, and resolves voicemails. The report highlights the number of voicemails assigned to agents, how many they successfully resolved, how many remain unresolved, and the average time taken to resolve voicemails.
This report is useful for evaluating agent efficiency, workload balance, and resolution turnaround times. Managers can use it to identify performance trends, detect delays in voicemail handling, and ensure service levels are maintained.
Let's get into the details of this report.
Who can use this
You must be a Company Admin or have Analytics-specific permissions to use the Dialpad Business Intelligence (BI) add-on. Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
Default filters
This report contains four default filters:
Calls Start Time (Required)
Calls Is During Open Hours (Yes/No)
Voicemails Last Resolver
Call Target Name
Visualization Type
The Voicemail Agent Handling report is a templated report displayed in a table format.
Select Settings (the gear icon) > Download to save your data to your computer, with multiple formatting and selection options.
Data Dictionary
This report contains unique Analytics definitions — read through the following table to learn more about the data in your report.
Last Resolver |
The agent who last handled and resolved the voicemail. |
Count Assigned |
The total number of voicemails that were assigned to the agent during the selected reporting period. This indicates the workload distributed to the agent. |
Count Resolved |
The total number of voicemails that the agent successfully resolved. This reflects the agent’s completed voicemail handling activities. |
Count Unresolved |
The number of voicemails assigned to the agent that remain unresolved at the time the report is generated. This helps identify pending workload. |
Avg. Time to Resolve (Minutes) |
The average time, measured in minutes, that the agent takes to resolve a voicemail from assignment to completion. This metric indicates efficiency and responsiveness. |
Note
For more information on BI's datasets and notable concepts, be sure to review this Help Center article.
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