Calls Report

Overview

The Calls Report provides a raw log of calls, call metadata, and call recordings for voice interactions occurring in Talkdesk®.

Usage

Specify the calls type in the Explore API path: /data/reports/calls/jobs

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Calls Report metrics

Report Example

Note: The current payload structure remains valid until May 11, 2026. The changes described in this article will apply to all requests made on or after May 11, 2026.

{
    "entries":
    [
        {
            "interaction_id": "74458c259bc04bf1988697e3c5623ae2",
            "call_type": "inbound",
            "start_time": "2022-06-30 16:42:24",
            "end_time": "2022-06-30 16:42:38",
            "talkdesk_phone_number": "+14704678413",
            "customer_phone_number": "+17753827775",
            "talk_time": 0.000069444446,
            "record": "/recordings/cads13d23123asdfa413",
            "hangup": "disconnected",
            "in_business_hours?": "TRUE",
            "callback_from_queue?": "FALSE",
            "waiting_time": 0.00005787037,
            "agent_speed_to_answer": 0.000046296296,
            "holding_time": 0.0,
            "rating": 2,
            "description": "They were not interested",
            "agent_name": "Alice Eve",
            "phone_display_name": "support",
            "disposition_code": "Not Interested",
            "transfer?": "No",
            "handling_agent": "Mark Jones",
            "tags": "agents+rg1",
            "ivr_options": "1,2,1",
            "csat_score": 1,
            "csat_survey_time": "2022-06-30 16:44:40",
            "team": "Team 2",
            "rating_reason": "dasdfdfsf",
            "agent_disconnected": "Yes",
            "disposition_set": "Legal Outbounds",
            "nested_disposition": "Not ready to purchase"
        }   
    ],
    "total": 1
}

See below the updated JSON payload, effective May 11, 2026.

{
    "call_id": "a0c2e9d3b1475f68c7d9a1b2c3d4e5f6",
    "callsid": "CAf8101a0b3f5c7d8e9a1b2c3d4e5f6g7h",
    "type": "outbound",
    "start_at": "2025-10-09T16:59:52Z",
    "end_at": "2025-10-09T17:00:01Z",
    "talkdesk_phone_number": "+12125550100",
    "talkdesk_phone_display_name": "alex-j",
    "contact_phone_number": "+14085550101",
    "user_id": "7890f1g2h3i4j5k6l7m8n9o0p1q2r3s4",
    "user_name": "Alex Johnson",
    "user_email": "[email protected]",
    "total_time": 9,
    "talk_time": 7,
    "wait_time": 0,
    "hold_time": 0,
    "abandon_time": 0,
    "total_ringing_time": 0,
    "disposition_code": null,
    "notes": null,
    "user_voice_rating": 0,
    "ring_groups": "Sales Outbound",
    "ivr_options": "",
    "is_in_business_hours": true,
    "is_callback_from_queue": false,
    "is_transfer": false,
    "handling_user_id": null,
    "handling_user_name": null,
    "handling_user_email": null,
    "recording_url": "https://api.fauxdesk.com/calls/a0c2e9d3b1475f68c7d9a1b2c3d4e5f6/recordings",
    "is_external_transfer": false,
    "is_if_no_answer": false,
    "is_call_forwarding": false,
    "csat_score": null,
    "csat_survey_time": "",
    "team_id": "c9a8b7c6d5e4f3g2h1i0j9k8l7m6n5o4",
    "team_name": "APAC_Support_Tier1",
    "rating_reason": "",
    "agent_disconnected": "No",
    "data_status": "Valid",
    "int_custom_field_n1": null,
    "int_custom_field_n2": null,
    "float_custom_field_n1": null,
    "float_custom_field_n2": null,
    "text_custom_field_n1": null,
    "text_custom_field_n2": null,
    "text_custom_field_n3": null,
    "text_custom_field_n4": null,
    "timestamp_custom_field_n1": null,
    "disposition_set": null,
    "nested_disposition": ""
}

❗️
Data and Report Availability
Up to a month of data per request.
There are no limits on the data availability regarding timeframe.

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Calls Report @ Explore API vs Reporting API Data Availability and Data Freshness
Regarding data freshness, the Calls Report used to have a data refresh of one hour. This has been improved in the Explore API: data is refreshed every minute.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.