Export Performance Data via CSV

Dialpad WFM Admins can easily track agent performance by exporting data as a CSV file or via API, giving you a clear breakdown of your team’s productivity and workload.

You can export the following data:

• Performance metrics by agent

• Performance metrics by activity

Export data per agent

To export your agent’s performance metrics, head to the Reports tab of Dialpad WFM.

1. Go to Performance

2. Choose an agent or group from the drop-down menu > Select a date range

3. Navigate to Breakdown

4. Select the Agent tab > Export
   

5. When viewing more than 1 day, you can select how the data should be presented:

   1. Cumulative summary: will display 1 row per agent, summarizing their performance data for the entire selected period

   2. Breakdown by day: will display 1 row per agent, per day for the selected period

You’ll see a status update for your export right on the page, whether it is in progress, completed, or failed.

This CSV contains the following columns. Refer to the WFM metrics guide for definitions:

• Date

• Agent

• Agent email

• Scheduled hours (hours)

• Total conversations closed

• Conversations closed per hour

• Conversations closed per queue hour

• Actual occupancy (%)

• Planned occupancy (%)

• Time out of adherence (seconds)

• Time in exceptions (seconds)

• Time in adherence (seconds)

• Adherence score (%)

Export data per activity

To export the Activity performance metrics, go to the Reports tab in Dialpad WFM.

1. Go to Performance

2. Choose an agent or group from the drop-down menu > Select a date range

3. Navigate to Breakdown

4. Select the Activity tab > Export

   
    

5. When viewing more than 1 day, select how the data is presented:

   1. Cumulative summary: Displays 1 row per activity, summarizing performance data for the entire selected period.

   2. Breakdown by day: Displays 1 row per activity, per day, for the selected period.

You’ll see a status update for your export right on the page, whether it is in progress, completed, or failed.

The CSV contains the following columns. Refer to the WFM metrics guide for definitions:

• Activity

• Activity type

• Scheduled hours (hours)

• Conversations commented on

• Conversations opened

• Conversations on hold

• Conversations closed

• Wrong task snapshots

• Closed per hour

• Average interaction time

• Average conversation time

• Time out of adherence (seconds)

• Time in exceptions (seconds)

• Time in adherence (seconds)

• Adherence score (%)

Frequently asked questions

How much data can I export?

You can export up to 32 days of data as a CSV file. The API offers more flexibility.

Can I export other data?

Only the performance reporting data listed (by activity and by agent) can be exported from this page. Under ‘Timesheets’ you can export a breakdown of the schedule, also in CSV format.