The Voicemail Unresolved Agent Report provides visibility into voicemails that remain open or unresolved. It helps teams monitor pending voicemail requests, understand how long each voicemail has been waiting for resolution, and identify the agents currently responsible for handling them.
This report is useful for prioritizing follow-up actions, preventing delays in voicemail responses, and ensuring accountability for unresolved customer inquiries. By highlighting how long voicemails have remained open, supervisors can quickly identify overdue items and rebalance workloads among agents if necessary.
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:
Call Start Time (Required)
Calls Is During Open Hours (Yes/No)
Call Target Name
Voicemails Is Resolved (Yes/No)
Visualization Type
The Voicemail Unresolved Agent report is a templated report displayed in a table format. Each row represents an individual voicemail that is currently unresolved.
Select Settings (the gear icon) > Download to instantly 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.
Date Received Time |
The timestamp indicating when the voicemail was originally received by the system. This marks the start of the voicemail lifecycle. |
Last Assigned Time |
The most recent timestamp when the voicemail was assigned to an agent or queue for handling. This indicates the latest assignment event. |
Current Assignee |
The agent currently responsible for resolving the voicemail. If the voicemail has not yet been assigned, this field may appear empty. |
Last Resolution Note |
The most recent note associated with the voicemail. This may include updates or context from previous handling attempts. |
Time Open (Minutes) |
The total amount of time, measured in minutes, that the voicemail has remained unresolved since it was received. This metric helps identify aging or overdue voicemails that may require urgent attention. |
Note
For more information on BI's datasets and notable concepts, be sure to review this Help Center article.
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