Problem
Employees might have trouble finding the advanced analytics tabs in DialPad. These tabs include Heatmaps, Service Level, Queue, Disposition, Agent Status, Current Calls, and IVR Menu.
Solution
Go to your DialPad account.
Click Analytics on the left side of your screen.
Under the All calls section, click This office, type the name of your contact center, and select the contact center you want to explore.
Note: Advanced analytics are for contact centers only. Departments and the main line have limited options for analytics.