Call Count Breakdown Analytics

Understanding the different types of calls is important for analyzing data because it helps us learn more about each call's purpose. By categorizing calls based on their type, like sales calls, support calls, or customer inquiries, we can see how well our teams are doing and find ways to improve.

Let's dive into the details.

What is Call Count Breakdown?

Call Count Breakdown is an interactive, visual representation of all calls (inbound and outbound) in your Office, Main Line, Department, Coaching Team, or Contact Center over a select period of time.

To access the Call Count Breakdown, head to your Dialpad Admin Portal.

Select Analytics
Select the desired filters
Navigate to the Call Count Breakdown

Call Count Breakdown definitions

Understanding Call Count Breakdown categories will help you analyze and improve the performance of your business operations.

Don't forget to review our Analytics Glossary for more information on your Dialpad data.

Call Overview
Total Calls	All inbound and outbound calls for the selected timeframe in your Office, Main Line, Department, Coaching Team, or Contact Center.
Handled Calls	All calls that connected an Agent to a caller, including inbound, outbound, and callback call
Inbound Calls
Inbound Calls	All inbound calls.
Answered	Calls that connected to a Dialpad user.
Transfer from Other User or Group	Calls that were transferred to another user or shared line.
Transfer from Same Group	Calls that were transferred to the same shared line.
Unanswered	Calls that did not connect to a Dialpad use.
Missed	Department/Main Line: Inbound calls where Dialpad attempted to ring an operator, but the operator didn't answer. When reviewing user stats, the total number of missed calls will include calls to the direct user's line as well as any lines that they've been assigned to as an operator. Contact Center: Inbound call where we rang out to your available agents but they didn't accept the call. The difference between a missed call and an abandoned call is that with a missed call, there are available agents who have been rung out to (and they simply missed the call). In an abandoned call, Dialpad never rang out to any agent because no agents were available (or the other scenarios outlined under Abandoned).
Missed Voicemail	Missed calls where the caller left a voicemail.
Abandoned	Calls that ended before an agent or operator was rung.
Short-Abandoned	Calls that were abandoned within a threshold designed by the Contact Center. Short Abandoned calls are not included in the Service Level calculations.
Unanswered Transfer	The sum of Router, Auto, Forward, DTMF, and scripted IVR transfers that never connected to an operator. They are broken down into 5 granular categories: Router: Calls that were transferred based on the caller’s area code. Auto: Calls that were transferred to another office, call center, department, geo router, team member, or room phone Forward: Calls that were transferred from a desk phone to another number. DTMF: Calls that were transferred via an automated response menu. Scripted IVR: Calls that were transferred via a scripted IVR workflow.
Router Transfer	Calls that were transferred based on the caller's area code.
Auto Transfer	Calls automatically transferred when the original call is forwarded (through direct routing or an IVR) to a new target. The call for the original section ends, and the new outbound call is initiated. The new outbound call rings out to the second user, who answers and continues the conversation.
Forward Transfer	Calls that were transferred from a desk phone to another number.
DTMF Transfer	Calls that were auto-transferred via an automated response menu.
Scripted IVR Transfer	Calls that were transferred via a scripted IVR workflow.
Other Voicemail	Calls that did not ring and went to voicemail.
Direct to Voicemail	Calls that did not ring and were sent directly to voicemail.
In Queue Voicemail	Calls where the caller was in the queue, but decided to leave a voicemail and end the call.
DTMF Voicemail	Calls where the caller selected the voicemail option from an automated response menu.
Transfer Voicemail	Calls that were transferred and then sent to a Department or individual's voicemail.
Message	Calls that ended at the 'to a message' fallback option.
Spam	Calls that were detected as spam.
Callbacks Requested	Calls that ended with a request for an in-queue callback.
Outbound Calls
Outbound Calls	All outbound calls.
User Initiated	Calls initiated by a Dialpad user.
Connected	Outbound calls that were picked up. Does not include system-iniated callbacks.
Manual Transfer	Occur during transferred calls when the original call is terminated (hung up) and a new call is created servicing the call flow. The call leg for the original section ends, and the new outbound call is initiated. The new outbound call rings out to the second user, who answers and continues the conversation.
Cancelled	Outbound calls that hung up before they connected.
Callback Attempts	All calls made to fulfill in-queue callback requests.
Successful Callbacks	Calls made to fulfill in-queue callback requests, where the original caller accepted the callback and connected with an agent.
Unsuccessful Callbacks	Calls made to fulfill in-queue callback requests that were not connected to an agent or the caller.
Unsuccessful Callbacks: Missed by Customer	Calls made to fulfill in-queue callback requests, where the caller declined or did not answer the call.
Missed by Customer: Customer Declined/Missed	Number of callbacks that rings the customer first to be placed back in queue for an available agent, but the customer misses or declines the callback.
Missed by Customer: Ring, no answer by customer	Number of callbacks that connected with the agent first but the customer never answers when the agent tries to call back the customer.
Missed by Contact Center	Calls made to fulfill in-queue callback requests that ended without connecting to an agent.
Missed by Contact Center: Timeout	Calls made to fulfill in-queue callback requests that timed out in the queue without ringing an agent.
Missed by Contact Center: Agent declined/missed	Calls made to fulfill in-queue callback requests that timed out in the queue without connecting to an agent.
Missed by Contact Center: Customer accepted/agent declined	Calls made to fulfill in-queue callback requests that were accepted by the caller but ended without connecting to an agent (dial customer first).
Missed by Contact Center: Agent dialed first: agent declined/missed	Calls made to fulfill in-queue callback requests that ended without connecting to an agent (dial operator first).