Call Tracking & Analytics

Tracking your company’s calls and look at call data is essential to improving customer service, helping teams meet their KPIs, and fixing bottlenecks. Call Tracking and Analytics shows you how operators and agents are handling those calls so that you can make data-informed decisions on how to handle them.

Call Tracking and Analytics

Call Tracking and Analytics keeps a record of every incoming and outgoing call so you have a better view of your call volume and can better manage your resources.

  • Better customer service

  • Improved sales oversight

  • Enhanced call management

  • Call Logging and Integrations


Can all calls be tracked in Dialpad?

Yes. All calls made from or received by any Dialpad can be tracked. This includes calls made to and from the Main Line, Department levels, as well as individual operators or agents.

Who can track calls and view analytics?

Only account administrators have access to analytics and call tracking data.

Which integrations automatically log calls?

Integrations with Salesforce, Zendesk, and ServiceNow offer automatic call logging.

Is call tracking free?

Yes. However, call tracking with integrations are only available in Pro and above plans. And you must have subscriptions with third party integrations for them to function.

What metrics do Dialpad Analytics track?

Administrators can track percentage of missed or dropped calls, number of call minutes per day, and number of text messages sent. These can be viewed by department, location, or individual.

Where can I learn more about call analytics?

Check out our practical FAQ here.

My question wasn’t answered here. Where can I learn more?

Join our weekly live Q&A webinar and ask your question there.

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