If you’re using Dialpad to handle calls—whether you run a small team or a whole call center—odds are you’ve stared at those analytics dashboards and wondered, “How do I get the actual numbers I care about?” You’re not alone. Default reports rarely tell the full story, and the built-in analytics can be clunky, especially if you just want something simple but tailored.
This guide is for anyone who needs to create, tweak, and manage custom call analytics reports in Dialpad without spending half their day poking around menus. I’ll show you what’s useful, what’s just noise, and how to save yourself time.
1. Understand What You Can (and Can’t) Do with Dialpad Analytics
Before you dig in, here’s the honest truth: Dialpad’s analytics are solid for basic trends and summaries, but they’re no match for a true business intelligence tool. You can track calls, users, queues, and a handful of custom metrics, but don’t expect to build a data warehouse in here.
What you can do:
- Filter by time, team, user, or department
- Track metrics like call volume, answer rate, wait time, missed calls, etc.
- Export reports to CSV for slicing and dicing elsewhere
- Set up some (limited) custom views and scheduled reports
What you can’t:
- Build fully custom dashboards with drag-and-drop widgets
- Set up complex calculations or multi-step funnels
- Integrate live external data (unless you’re handy with APIs)
If you want deep, multi-source analytics, you’ll need to export your data and use tools like Google Sheets, Excel, or Power BI. But for most teams, Dialpad’s built-in features are good enough—if you know how to use them.
2. Get Your Permissions and Access Straight
You’ll need to be an admin or at least a team leader to create and manage custom reports. If you can’t see the Analytics tab in Dialpad, that’s probably why.
Check your access: - Go to your Dialpad dashboard. If “Analytics” doesn’t appear in the sidebar, talk to your IT admin or whoever manages your licenses. - Only admins can see all company data. Team leaders or supervisors can sometimes see their own group’s data, depending on settings.
Pro tip: If you’re just a regular user, you can still see your own call data, but not much else.
3. Navigate to the Analytics Section
Dialpad’s UI changes from time to time, but here’s where things usually live:
- Log in to your Dialpad account.
- In the left sidebar, look for “Analytics” or “Call Analytics.”
- Click to open the Analytics dashboard.
If you’re managing a specific department or call center, make sure you select the right group from the dropdown menus at the top. Otherwise, you’ll end up with reports that don’t match what you actually care about.
4. Create a Custom Call Analytics Report
Here’s where you can actually dig in. Dialpad calls these “custom views” or “custom reports,” depending on the version you have. The process is mostly the same.
Step 1: Select Your Scope
Decide what you want to report on: - Whole company? - A specific department or call center? - Just your team or a few users?
You can usually pick from a dropdown menu at the top of the Analytics page.
Step 2: Pick the Date Range
- Click the date picker (usually top-right).
- Choose from presets (like “This week,” “Last month,” etc.) or set a custom range.
- Be realistic—a year’s worth of data will be slow to load and hard to scan.
Step 3: Choose Metrics and Filters
Dialpad gives you a bunch of metrics, but you don’t need them all.
Useful metrics: - Total calls - Answered vs. missed calls - Average call duration - Wait time - Call outcome (connected, voicemail, dropped) - Agent or user stats (if you’re managing a team)
Filters you can use: - By user or agent - By call direction (inbound, outbound) - By call queue or department - By tag (if you use call tagging)
Pro tip: Ignore vanity metrics like “total minutes on call” unless you’re actually paid by the minute. Focus on what impacts your team’s goals.
Step 4: Save as a Custom View (Optional, but Recommended)
- Once you’ve set up the filters and date range, look for a “Save View” or “Save as Custom Report” button.
- Give it a clear name—think “Support Queue – Morning Shift” not just “Custom Report 1.”
- Most versions of Dialpad let you revisit saved views or share them with others.
Step 5: Export or Schedule the Report
- To export: Look for a “Download CSV” or “Export” button. This lets you pull the data into Excel, Google Sheets, or anything else.
- To schedule: Some plans let you set up recurring emails of the report to yourself or your team. Use this if you want regular snapshots without logging in.
5. Managing and Updating Your Custom Reports
Creating a report is just the start. Here’s how to keep things tidy:
Editing or Updating a Report
- Go back to the Analytics dashboard.
- Find your saved custom view/report (usually under “Saved Views” or similar).
- Click to open it, then adjust filters, date ranges, or metrics as needed.
- Save changes if you want to overwrite the old version, or “Save as New” if you want to keep both.
Heads up: There’s no version history. If you overwrite a report, the old setup is gone. Keep a backup if it’s important.
Sharing Reports
- You can usually share a saved report by copying the link or adding teammates via email.
- If your teammates don’t have the right permissions, they won’t see the data—so don’t waste time troubleshooting access issues you can’t control.
Deleting Old Reports
- Clean up clutter by deleting reports you don’t use. There’s often a trash icon or “Delete” option in the saved views list.
6. Honest Pros and Cons of Dialpad’s Custom Analytics
What works:
- Quick filters and exports are genuinely helpful for spotting trends.
- Scheduling reports saves time if you need to keep others in the loop.
- Most core metrics (answered/missed, call times, agent stats) are easy to grab.
What doesn’t:
- No way to build advanced dashboards or blend in outside data.
- Filtering can be slow or buggy with large datasets.
- Customization is limited—you’re stuck with the metrics Dialpad provides.
What to ignore:
- Overly granular filters or vanity metrics that don’t drive decisions.
- “Insights” sections that try to tell you what’s important—trust your own judgment.
7. Tips for Getting More Out of Your Reports
- Export and combine: If you really need complex analysis, export to CSV and use your own spreadsheet magic.
- Automate where possible: Use scheduled exports instead of logging in every day.
- Keep it simple: The more filters you add, the harder it is to trust the numbers. Start broad, then drill down only when needed.
- Document your setups: Especially if you’re sharing reports or want to recreate them later. Dialpad doesn’t always make it easy to see exactly how a report was built.
Keep It Simple, Iterate, and Don’t Overthink It
Custom call analytics reports in Dialpad can save you a ton of time—if you focus on what matters, skip the fluff, and tweak as you go. Start with the basics, automate your exports, and only get fancy if there’s a real reason. If you find yourself fighting the tool, export your data and use something you trust. Analytics should make your life easier, not harder.