BI Reporting: Call Volumes by Day Report
    • 06 Jun 2023
    • 2 Minutes to read
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    BI Reporting: Call Volumes by Day Report

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    Article summary

    Dialpad's 'Call Volumes by Day' report offers a heatmap view of call volume patterns in contact centers. The report helps identify abnormal spikes, unusual trends, and seasonal patterns. It includes default filters for entry point calls and start time visualization. Hovering over a specific day reveals the total number of calls and the date, while clicking on a day provides a pop-up with call records such as duration, start time, disposition, and summary. The report can be downloaded with various formatting options. When combined with other features, it allows users to determine the exact timing of call influxes. The report also contains a data dictionary explaining the information and refresh rates for the data after each call.

    Dialpad's 'Call Volumes by Day' report provides a detailed view into your contact center's call volume patterns. With an easy-to-understand heatmap format, you can easily identify anomalous days where call volumes spiked, spot unusual trends, and clearly see seasonality patterns.  

    Let's get into the details of this report. 

    Who Can Use This Feature
    The 'Call Volumes by Day'  is available for Dialpad Users with the Dialpad BI add-on who are Company Admins, or have Analytics-specific permissions.

    You'll also need to be on a Contact Center or Ai Sales plan.

    Default Filters

    This report contains 2 default filters:

    • Calls is Entry Point Call
    • Calls Start Time


    Visualization Type

    The 'Call Volumes by Day' Report is a templated report displayed in a heatmap format. 


    Hover over any given day to view the total number of calls, and the exact date. 



    Click the day to view a pop-up of the call records — call duration, start time, disposition, and call summary — without having to leave the page. 


    Select 'Download' to instantly save your data to your computer, with multiple formatting and selection options. 

    While the 'Call Volumes by Day' heatmap is powerful on its own, when leveraged together with the 'Call Volume by Hour and Day of Week' you can see exactly when the influx of calls occurred.

    Data Dictionary and Refresh Rates

    This report contains unique Analytics definitions —  read through the following table to learn more about the data in your report, and how soon it comes available after a call. 



    Availability after Call 

    Call ID

    A unique call ID for every call.

    • A new call ID is generated when a call is transferred. 
    • Entry point calls and user calls also have unique call IDs 

    5 Minutes

    Target ID

    Unique ID automatically assigned to the Office, Department, user, or group.

    5 Minutes

    Target Kind

    Indicates whether the target was an Office (Main Line), Department, Call Center, Router, room, or user. 

    • Unconnected outbound group calls may not be all accounted for when filtering by this field. 
    • Use Call Target: Target Kind to ensure all are counted.

    5 Minutes

    Category List

    A list of tags used to classify a call's outcome - answered, placed, missed, abandoned, etc.

    5 Minutes

    Internal Endpoint

    The phone number of the Dialpad user or group who owns this call. 

    • Note: Users without an assigned number will be given a fake number starting with 803 for routing purposes. 
    • If a group line has no number, then this field will default to showing the office's mainline number.

    5 Minutes

    External Endpoint

    The phone number of the external party contacted for this call.

    5 Minutes

    Start Time

    The date and time that a call is received by the Dialpad system.

    5 Minutes

    Connected Duration

    Length of time the call was connected. This is based on the connected and end dates of the call.

    5 Minutes


    Time from when the call was created to the time it ended.

    5 Minutes

    Disposition List

    Comma separated list of descriptive labels applied to the call by an operator. 

    • For aggregating on individual dispositions, use the Disposition dimensions.

    5 Minutes

    View Call Summary

    Link to this call's summary page on Dialpad. Recording availability and permissions will apply when opening.

    5 Minutes

    For more information on BI's datasets and notable concepts, be sure to review this Help Center article. 

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