Calls Report
The Reporting API has been replaced by the Explore API. Talkdesk strongly encourages the transition to the Explore API. You may still use the Reporting API, but please note:
- Talkdesk will only provide support (no SLA for bug fixing or outage recovery) until June 1, 2022.
- The Reporting API endpoint will stop responding to requests on December 1, 2022.
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 Reporting API path: /reports/calls/jobs
| Field | Description |
|---|---|
| call_id string | Call's unique ID. This field can have any format and no assumptions must be made about it. |
| callsid string | Assigned internal carrier. Identifier used for troubleshooting purposes. |
| type enum | Call type. Values: abandoned, inbound, missed, outbound, outbound_missed, short_abandoned, voicemail. More on call flows. |
| start_at datetime | The time when the call was received or placed (UTC) |
| end_at datetime | The time when the call ended or was missed (UTC) |
| talkdesk_phone_number phone | Number the customer called (for inbound or missed calls), or the phone number from which the call was placed (for outbound calls) |
| talkdesk_phone_display_name string | Name assigned to the phone number where the call was made from or received |
| contact_phone_number phone | Number the caller called from (for inbound calls), or the number the call was placed to (for outbound calls) |
| user_id string | Unique identifier of the user placing the call or receiving the call. If a call is transferred to an if-no-answer or external phone number that is not assigned to any agent, it shows as null and doesn't log against the user. |
| user_name string | The full name of the user placing the call or receiving the call. If a call is transferred to an if-no-answer or external number that is not assigned to any user, it shows as if-no-answer agent or external phone number, accordingly, and doesn't log against the user. |
| user_email | Email address of the user placing or receiving the call. If a call is transferred to an if-no-answer or external phone number that is not assigned to any agent, it shows null and doesn't log against the user. |
| total_time int | Total duration of the call from the time a call a made or received, to when it is completed, in seconds. All time-based metrics are rounded up to the nearest second. For greater precision of total_time, the user must subtract start_at from end_at. |
| talk_time int | Total talk time of the call (seconds). The timer begins when the customer is connected to an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in after call work, but it includes hold time during the call. |
| wait_time int | Total time the caller waited for the call to be answered or to go to voicemail (in seconds) |
| hold_time int | Total time the caller was placed on hold during the call (in seconds). It only counts the instances in which the agent places the caller on hold during inbound/outbound calls via Callbar, and does not include holds that are a result of transfers. |
| abandon_time int | Total time the caller was connected to the call center before abandoning (in seconds) |
| total_ringing_time int | Total time it took for an agent to answer the call after it first started ringing (in seconds) |
| disposition_code string | Disposition code applied to the call |
| notes string | Notes the user took for the call |
| user_voice_rating int | Rating (1 to 5, 5 being excellent) the agent gave regarding the call quality |
| ring_groups | Ring groups dialed during the call. If the call was received on a user's dedicated phone number or was directly routed to a user after being dropped, using Intelligent Reconnect, it will display the user's full name. |
| ivr_options | Displays the IVR options dialed during the call in a comma-separated string. If it shows -1, it means no buttons were pressed. |
| is_in_business_hours boolean | Whether the call was placed or received during business hours |
| is_callback_from _queue boolean | Whether the caller requested a callback from the queue |
| is_call_forwarding boolean | Whether the call was forwarded to another number |
| Is_if_no_answer boolean | Whether the call was transferred |
| is_transfer boolean | Whether the call was transferred |
| is_external_transfer boolean | Whether a call was forwarded to an external phone number |
| handling_user_id string | If the call was transferred, it’s the unique identifier of the user that transferred the call. In this case, the user_id property returns the ID of the last user who handled the call. |
| handling_user_name string | If the call was transferred, it’s the full name of the user that transferred the call. The user_name property here returns the full name of the last user that handled the call. |
| handling_user_email | If the call was transferred, this is the email address of the user that transferred the call. In this case, the user_email property returns the email address of the last user that handled the call. |
| recording_url URL | Link to the Recordings endpoint containing the recordings for this call |
| csat_score datetime | The time when the Sentiment CSAT survey was sent to the caller |
| mood enum | Mood score logged by the agent after finishing a call. Possible values: happy, neutral, unhappy, not applicable. |
| is_mood_prompted boolean | Whether the mood survey was prompted to the agent in the after call work window |
| team_id string | The team of the last agent involved in the call. It will show null if such an agent is not on a team, or if there's no agent associated with the call. |
| team_name string | The team name of the last agent involved in the call. It will show null if such an agent is not on a team, or if there's no agent associated with the call. |
| rating_season | If the user_voice_rating is equal to or below 3, the agent will have to specify the rating reason |
{
"total": 2,
"type": "calls",
"version": "v1",
"entries": [
{
"call_id": "1298adc-34ddad-432525-da3fd",
"callsid": "CA8699f82076ebfe864da32e681aefd1ba",
"type": "inbound",
"start_at": "2016-01-29T10:22:02Z",
"end_at": "2016-01-29T10:22:14Z",
"talkdesk_phone_number": "+18443265295",
"talkdesk_phone_display_name": "support",
"contact_phone_number": "+17207081229",
"user_id": "asdf1492daf3xa32423",
"user_name": "Alice Eve",
"user_email": "[email protected]",
"total_time": 12,
"talk_time": 10,
"wait_time": 2,
"hold_time": 0,
"abandon_time": 0,
"total_ringing_time": 2,
"disposition_code": "Not Interested",
"notes": "They were not interested",
"user_voice_rating": 2,
"ring_groups": "Product Support",
"ivr_options": "1,2,1",
"is_in_business_hours": true,
"is_callback_from_queue": null,
"is_call_forwarding": false,
"is_if_no_answer": false,
"is_transfer": false,
"is_external_transfer": false,
"handling_user_name": "Mark Jones",
"handling_user_id": "asdf1492daf3xa32424",
"handling_user_email": "[email protected]",
"recording_url": "/recordings/cads13d23123asdfa413",
"csat_score": 1,
"csat_survey_time": "2016-01-29T10:22:16Z",
"mood": "happy",
"is_mood_prompted": true,
"team_id": "69bd4bed944f4de99cb79736f2ca15b1",
"team_name": "The A-Team"
},
{
"call_id": "1298adc-34ddad-432525-da3fd343",
"callsid": "CA8699f82076ebfe864da32e681aefd1bc",
"type": "abandoned",
"start_at": "2016-01-29T10:22:02Z",
"end_at": "2016-01-29T10:22:04Z",
"talkdesk_phone_number": "+18443265295",
"talkdesk_phone_display_name": "support",
"contact_phone_number": "+17207081229",
"user_id": null,
"user_name": null,
"user_email": null,
"total_time": 2,
"talk_time": 0,
"wait_time": 2,
"hold_time": 0,
"abandon_time": 2,
"total_ringing_time": 0,
"disposition_code": null,
"notes": null,
"user_voice_rating": null,
"ring_groups": "Product Support",
"ivr_options": "-1",
"is_in_business_hours": true,
"is_callback_from_queue": null,
"is_call_forwarding": false,
"is_if_no_answer": false,
"is_transfer": false,
"is_external_transfer": false,
"handling_user_name": null,
"handling_user_id": null,
"handling_user_email": null,
"recording_url": "/recordings/cads13d23123asdfa413a",
"csat_score": 4,
"csat_survey_time": "2016-01-29T10:22:14Z",
"mood": "happy",
"is_mood_prompted": true,
"team_id": null,
"team_name": null
}
]
}
Call Data Availability
Call data from as far back as 2015 is available in this report type.
Troubleshooting
If you have any questions, or if you’re having any technical issues, please open a ticket using this form.
Updated 17 days ago