Course Overview
Dialpad
Dialpad: Dashboards, KPIs, & Analytics For Admins
This course helps administrators and team managers use Dialpad’s inclusive Analytics workspace in the web portal to monitor call activity, define and track key performance indicators (KPIs), and turn trends into actions. Participants learn how to navigate dashboards, apply filters, interpret queue and user metrics, set up subscriptions, and export data for leadership reporting.
Why this course matters
- Improve reliability by watching leading KPIs and adjusting staffing/routing early.
- Defend decisions with real numbers instead of guesses.
- Get reports delivered automatically so you can focus on improvement rather than data gathering.
- Stay ahead of communication problems and boost client experience by acting on trends and insights.
Who should attend
- IT administrators and telecom managers responsible for managing phone systems and ensuring service quality.
- Customer service leaders, contact centre supervisors and operations managers who need to monitor agent and queue performance.
- Business analysts, product managers and executives looking to use call data to inform strategy and resource planning.
- Any user with Company, Office, or Department admin roles on Dialpad.
What you’ll learn
- Access and roles - How analytics access works and what different roles can see
- Key performance indicators (KPIs) - Terms listed throughout the Dialpad analytics dashboard, and in exported data, and how they are calculated and interpreted.
- Volume and trend analysis - Tracking total versus missed calls, identifying peak hours and understanding call patterns over time.
- User and department performance - Evaluating talk time, hold time, after‑call work and identifying coaching opportunities.
- Quality of Service and voice quality - Spotting and triaging call-quality issues across apps and devices to protect user experience.
- Subscriptions and exports - Scheduling automated email reports and exporting charts/tables for leadership updates.
Practical applications
- Understand dashboards showing call volumes, missed calls and peak traffic to inform staffing decisions.
- Shorten handle time by diagnosing excessive hold/transfer patterns and tracking specific moments or mention trackers on calls.
- roactively manage metrics and trends from company calls with scheduled recurring reports.