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The Reporting API has been replaced by the Explore API.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

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 forwarded to the if-no -answer number as a fallback

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
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.


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