Using Dialpad Business Intelligence (BI)

 

Dialpad BI offers the robustness of a full-featured Business Intelligence tool directly on top of your Dialpad data. It's your data, your way - Dialpad BI lets you customize the metrics you want, in the format you want.

Let's dive into the details below.

Access and Permissions

Dialpad BI is available to Users with Company Administrator status, as well as Users granted explicit Analytics permissions for their account. Learn more about Admin permissions here.

The data available is for the entire company, though it will not directly include content or links to recordings, transcripts, or any other confidential information.
If needed, the call records will have a link available to a Call Summary, where recordings and transcripts are accessible, should the User have the necessary viewing permissions.

How to create a report

Dialpad BI already provides a series of common templated reports to get you started. There's also the option to create your own custom report from scratch. Let's look at the different options below. 

View a templated report 

We've done the heavy lifting, and created 13 report templates that are ready to be populated with your data. 

To view one of our templated reports, navigate to the Analytics section and click Dialpad BI.

Select the report you'd like to use (Call Volume by Day, and Agent Status Timeline by Call Center are user favorites!)

And just like that, your data is ready for review!

Create a report from scratch

To create a new report, navigate to the Analytics section and click Dialpad BI.

Click the "New report" button on the top right and enter a name, description, and dataset to build your report.Screen_Shot_2022-05-06_at_3.36.49_PM.png

Select your preferred fields, filters, and visualization, and then click Save report if you are happy with the report's parameters. Preview report will allow you to view the report content.

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Your report will now also be visible and accessible within your Saved Reports sectionScreen_Shot_2022-05-08_at_1.24.50_PM.png

Duplicate an existing template or saved report 

You can also “duplicate” a templated report, or one of your prior saved reports, to use as a starting point for further customization.

Navigate to the Analytics section and click Dialpad BI and select the report you would like to duplicate. Click "Duplicate Report" and enter your new report name. 

Upon duplicating a report, it will be saved in the "Saved Reports" section of Dialpad BI and can now also be further customized and saved.  

Customize a report

Below are a few important concepts to help you customize and build your own reports.

Fields: Dimensions and Measures

The data/metrics on your reports are "Fields". There are two main types of Fields: Dimensions, and Measures.

A "Dimension" can be thought about as a core property of the entities in the dataset that you're reporting on. When making a simple 2-axis chart, you can think about dimensions as the types of things you'd generally put on the horizontal axis, or as separate lines/bars/etc.

Some example dimensions might be the  "name" of the user or group who was the recipient of a call, or the date at which the call first started ringing. 

A "Measure" is usually a metric or computed property of the entities in the dataset that you're reporting on. 

Some examples of measures are things like the total # of abandoned calls, or the average call duration of all the connected calls that you've filtered for.

When making a simple 2-axis chart, you can think about measures as the types of things you'd generally put on the vertical axis.

 

Adding/Removing Fields

Fields can be added/removed in several ways, let's take a look at some possibilities. 

1) Mostly commonly you'll use the field explorer on the left side of the page. You can use the search box to help find what you're looking for. Click on the field name to add or remove it from your report data.


2) In the "Data" section of your report customization screen, click the gear icon for the field in question, and select "Remove" to remove that field from your report.

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Filters

Dialpad BI offers powerful filtering capabilities, to ensure you can drill down into the data you need. Filters can be triggered in several different ways, let's take a look at the possibilities. 

Adding/Updating a Filter

You may want to add additional filters on a report that you're viewing and/or customizing.

From the Analytics section of your Admin panel, navigate to Dialpad BI and select the report you want to update and click "Customize report"

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Click "Filters" to view the active filters and update their parameters as needed.

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From the sidebar, select the field you would like to filter on add by clicking the "Filter by field" icon. 

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To filter for a field that's already in a column in the "Data" section of the customize experience, click the gear icon menu in the column and select Filter.

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You can click on a specific row to add a filter for that column, and it's selected row value.

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When customizing your filter logic, there are many options available that depend on the nature of the field that's being filtered on.


For example, for dates, you can specify logic in the following methods:

  • "in the past" X days/week/months/quarters/years, etc
  • "in the range"  X date/time to Y date/time
  • "is before" or "is after" X date/time


For text fields and name, you can specify details such as:

  • "is equal to" one or more values of your choosing
  • "contains"/"does not contain" one or more set of characters or words
  • "is not blank"

Read more about filtering capabilities on Looker’s help site here

Visualizations

Reports have an interactive table or chart that allows you to visualize your data down to a granular level. 

Visualizations can be a table made up of familiar rows and columns, or, an interactive diagram or chart that allows you to expand and collapse sections to further break down the data, view subtotals/totals, and more


To update the visualization type, select the report you would like to update and click "Customize Report" Customize_BI.png

Click Visualization and select the visual representation format of your choice. 

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The graph will update instantly so you can compare which visual format best represents your data. 

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After selecting the format of your choice, click "Run" to update the report, and then click "Save Report"run_report.png

Run a Report

Once you've changed the filters or data configuration on a report, you'll always need to click the "Run" button to have it populate with your latest changes.

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Download a report

Dialpad BI makes it easy to download your reports.

When viewing the report you want to download, click the gear icon and select "Download" from the dropdown menu. dowload_BI_report.png

Select the desired file format from the dropdown menu and click Download.

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Dialpad BI reports can be downloaded in the following formats:

  • TXT
  • Excel
  • CSV
  • JSON
  • HTML
  • Markdown
  • PNG

Send a report

Similar to downloading, you'll be able to send a report to the email addresses of your choosing.
  1. Navigate to the Analytics section and click Dialpad BI.
  2. Select the report you would like to send.
  3. Click the gear button on the righthand corner to access the drop-down action menu.
  4. Click "Send"
  5. Enter the email address of the recipients, and your preferred export format. 
  6. Click "Send"

Reports can be sent to any email address, regardless if they are a Dialpad User or not. 

Schedule a report

This is useful if you would like to set up a recurring export. E.g Sending out relevant data insights to your team or stakeholders on a weekly basis. 

  1. Navigate to the Analytics section and click Dialpad BI.
  2. Select the report you would like to send.
  3. Click the gear button on the righthand corner to access the drop-down action menu.
  4. Click "Schedule"
  5. Enter the email address of the recipients, and your preferred export format. 
  6. Select the days/times you would like the report to be sent, and the frequency (daily, weekly, bimonthly, monthly etc).
  7. Click "Save All"

Drill down and download the corresponding records

See some concerning or interesting in the data? Where applicable, you can click on a specific metric in your visualization to drill down, see the underlying records for that data point, and easily download the records for deeper review if needed.


For call records specifically, you can also click through to a Call Summary from here, to review the corresponding recordings and transcripts where they exist and if you have the applicable permissions for that call.

 

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