Dialpad BI Datasets and Notable Data Concepts

❗️❗️ This feature is in the Early Access Phase and is not yet available to all Users. ❗️❗️

If you'd like to participate in the Early Access program, please fill out this form, or reach out to your Customer Success Manager.

A Dataset consists of records of your data in Dialpad that are generally thematically similar.

For example, the "Call Records" dataset contains detailed information about each outbound call, and the "Agent Status Records" dataset contains information on each agent's change in status throughout their shift. 

Datasets are the foundation on which reports and analyses are built on.


Who can use this feature?

Dialpad BI is available for all Users with the Dialpad BI feature add-on, and have either Company Admin or Analytics specific permissions.

Accounts that have Contact Center or Sell licenses are eligible for this add-on.

Available Dataset Types and Definitions

Dialpad BI provides additional fields and metrics than what's found elsewhere in your Analytics. Read along to learn more about Dialpad BI's unique datasets and notable concepts. 

The majority of the field definitions that you'll see in Dialpad BI  are noted in Dialpad's Analytics Glossary article.

In addition, you can often hover over a field or column name directly in Dialpad BI when viewing or customizing a report, to be shown a description/definition of that field.

⭐️ Note 

A Dialpad BI report can only be created from a single dataset at a time.

Dataset: Call Records

The Call Records dataset can be thought of as a complete call log that details each call in the Dialpad system, and its corresponding metadata. This dataset is very similar in nature to the information that is available in the Call Logs Export available in Dialpad's other analytics though it includes many more fields.

This dataset is useful if you want to create/view a report that contains core calling metrics like the call volume, duration, CSAT scores, etc for a set of users or groups in your organization.

Notable Concept: Entry Point Calls

Entry Point calls are one the most common concepts you’ll see when reporting on Call Records metrics.

Entry Point categorizations exist because what seems like a single "call" to an external caller can actually have multiple call records associated with it.

For example, if a call was made to a call center that rung out to 5 agents, (4 of whom missed the call and one of them picked up), there will be a total of 6 records in the call records dataset to account for the initial call into the call center, and then for the 5 separate fanouts (aka ring outs) to the agents. 

Similarly, if a call comes into a department and is routed to an operator who picks it up, then transfers this call to someone else, this will be recorded as 3 separate call records.

When you want to generate reports for a group like a department or a call center, you'll often want to have the "Is Entry Point Call" field filtered to "Yes", to include this call just once

If you are reporting on individual operators though, then it's likely you'd want each of their 5 calls legs to be separated and accounted for, at which point you may want "Is Entry Point Call" to be filtered for "is any value"

When in doubt if you should be including/excluding entry point calls, follow the guidance of one of the pre-made template reports which has a description similar to the type of reporting that you are hoping to do.


Notable Concept: Master Calls

This currently is an experimental set of fields, and more documentation is coming soon

Dataset: Call Records (Real-time) 

Note: This dataset is experimental, and may not be currently available for all accounts.

The Call Records (Real-time) dataset provides call records from the past 24 hour period only, but the records are effectively up-to-date as of the present moment.

This is in contrast to the regular Call Records dataset where the records are available for a much longer time period, but the latest records available may only be from up to 4 hours prior to the present time.

Note these caveats for the call records (real-time) dataset:

  • CSAT data is not available
  • User/Group names may not immediately reflect changes made within Dialpad, and may display a "null" value for newly created groups (with a 4 hour lag until they are properly reflected)

Dataset: Agent Status Records

The Agent Status Records dataset monitors each change in status that a contact center Agents makes throughout their shifts across all call centers — including the corresponding metadata.

It is very similar to the Agent Status Logs available in Dialpad's other analytics.

This dataset is useful if you want to report on how much time an agent spent in each status, and for general productivity monitoring. 


Dataset: Agent Status Records by Call Center

The Agent Status Records by Call Center data is almost identical to the Agent Status Records Dataset, however, it's broken down by Agent AND the individual call centers they are working in.

This dataset is useful when reporting on an agent's time spent while they are working in multiple call centers simultaneously, and break down what activities are happening in each call center specifically and independently.

Datasets Not Available

There are some Dialpad datasets that are not currently available within Dialpad BI.

These include:

  • Dialpad Meetings
  • SMS
  • Dialpad Messages & Channels
  • Call Keywords, Moments, and Transcriptions
  • Dialpad Digital Engagements Sessions
  • Dialpad Self Service Interactions

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