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The Reporting API has been replaced by the Explore API.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 | Call's unique ID. |
callsid | Assigned internal carrier. |
type | Call type. |
start_at | The time when the call was received or placed (UTC) |
end_at | The time when the call ended or was missed (UTC) |
talkdesk_phone_number | 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 | Name assigned to the phone number where the call was made from or received |
contact_phone_number | Number the caller called from (for inbound calls), or the number the call was placed to (for outbound calls) |
user_id | Unique identifier of the user placing the call or receiving the call. |
user_name | The full name of the user placing the call or receiving the call. |
user_email | Email address of the user placing or receiving the call. |
total_time | Total duration of the call from the time a call a made or received, to when it is completed, in seconds. |
talk_time | Total talk time of the call (seconds). |
wait_time | Total time the caller waited for the call to be answered or to go to voicemail (in seconds) |
hold_time | Total time the caller was placed on hold during the call (in seconds). |
abandon_time | Total time the caller was connected to the call center before abandoning (in seconds) |
total_ringing_time | Total time it took for an agent to answer the call after it first started ringing (in seconds) |
disposition_code | Disposition code applied to the call |
notes | Notes the user took for the call |
user_voice_rating | Rating (1 to 5, 5 being excellent) the agent gave regarding the call quality |
ring_groups | Ring groups dialed during the call. |
ivr_options | Displays the IVR options dialed during the call in a comma-separated string. |
is_in_business_hours | Whether the call was placed or received during business hours |
is_callback_from _queue | Whether the caller requested a callback from the queue |
is_call_forwarding | Whether the call was forwarded to another number |
Is_if_no_answer | Whether the call was forwarded to the |
is_transfer | Whether the call was transferred |
is_external_transfer | Whether a call was forwarded to an external phone number |
handling_user_id | If the call was transferred, it’s the unique identifier of the user that transferred the call. |
handling_user_name | If the call was transferred, it’s the full name of the user that transferred the call. |
handling_user_email | If the call was transferred, this is the email address of the user that transferred the call. |
recording_url | Link to the Recordings endpoint containing the recordings for this call |
csat_score | The time when the Sentiment CSAT survey was sent to the caller |
mood | Mood score logged by the agent after finishing a call. |
is_mood_prompted | Whether the mood survey was prompted to the agent in the |
team_id | The team of the last agent involved in the call. |
team_name | The team name of the last agent involved in the call. It will show |
rating_season | If the |
{
"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.
Updated 5 months ago