Customer Omnichannel Report
Overview
The Customer Omnichannel Report API provides a list of Customer and interaction information via different channels.
Usage
Specifyerc_omnichannel_report as report type in the Explore API request path: /data/reports/erc_omnichannel_report/jobs.
Report Example
{
"entries": [
{
"interaction_id": "fe98638988574d359f0909cf089283f6",
"waiting_time": 0,
"start_date-time": "2024-09-09 09:11:05",
"end_date-time": "2024-09-09 09:12:13",
"duration": 68,
"interaction_type": "CHAT",
"interaction_status": "FINISHED",
"interaction_direction": "INBOUND",
"agent_type": "VIRTUAL_AGENT",
"groups": "",
"agent_name": "",
"agent_id": "599b6eb9-ac30-49f0-84a1-13e2676c8d3c",
"external_id": "9",
"name": "Xiao Lux13",
"contact": "https://xls.mybigcommerce.com/?ctk=99dcbc87-7b1d-45f2-8967-5b5f763f2197",
"contact_id": "",
"disposition_name": "",
"transcription-recording": "https://erc-bigcommerce-us.mytalkdesk.com/atlas/apps/conversation-history/chat/fe98638988574d359f0909cf089283f6",
"notes": ""
},
{
"interaction_id": "cf941e25580f4814adbf917e4f3242e7",
"waiting_time": 11,
"start_date-time": "2024-09-11 09:15:47",
"end_date-time": "2024-09-11 09:16:14",
"duration": 26,
"interaction_type": "VOICE",
"interaction_status": "FINISHED",
"interaction_direction": "INBOUND",
"agent_type": "USER",
"groups": "agents",
"agent_name": "lishi xiao",
"agent_id": "654367b0b82ba35ce2d69439",
"external_id": "9",
"name": "LI Shi XIao",
"contact": "+13254236544",
"contact_id": "659ce8bae8382d001c2ef3a3",
"disposition_name": "",
"transcription-recording": "",
"notes": ""
},
{
"interaction_id": "9f79496830504535a9c6936b6dc96f2c",
"waiting_time": 532,
"start_date-time": "2024-09-05 06:31:33",
"end_date-time": "2024-09-05 06:40:26",
"duration": 532,
"interaction_type": "SMS",
"interaction_status": "FINISHED",
"interaction_direction": "INBOUND",
"agent_type": "",
"groups": "agents",
"agent_name": "",
"agent_id": "",
"external_id": "9",
"name": "Xiao Lux13",
"contact": "+15108769640",
"contact_id": "66d94d79e4b66301a38854e8",
"disposition_name": "",
"transcription-recording": "https://erc-bigcommerce-us.mytalkdesk.com/atlas/apps/conversation-history/sms/9f79496830504535a9c6936b6dc96f2c",
"notes": ""
},
{
"interaction_id": "86613b12a2434984aba197e4469a6666",
"waiting_time": 10,
"start_date-time": "2024-09-05 03:13:21",
"end_date-time": "2024-09-05 03:14:06",
"duration": 45,
"interaction_type": "VOICE",
"interaction_status": "FINISHED",
"interaction_direction": "INBOUND",
"agent_type": "USER",
"groups": "654367b0b82ba35ce2d69439",
"agent_name": "lishi xiao",
"agent_id": "654367b0b82ba35ce2d69439",
"external_id": "9",
"name": "LI Shi XIao",
"contact": "+13254236544",
"contact_id": "659ce8bae8382d001c2ef3a3",
"disposition_name": "",
"transcription-recording": "",
"notes": ""
},
{
"interaction_id": "593d0ef93a1246408bacbbdc7369a074",
"waiting_time": 12,
"start_date-time": "2024-09-05 03:20:47",
"end_date-time": "2024-09-05 03:21:27",
"duration": 40,
"interaction_type": "VOICE",
"interaction_status": "FINISHED",
"interaction_direction": "INBOUND",
"agent_type": "USER",
"groups": "654367b0b82ba35ce2d69439",
"agent_name": "lishi xiao",
"agent_id": "654367b0b82ba35ce2d69439",
"external_id": "9",
"name": "LI Shi XIao",
"contact": "+13254236544",
"contact_id": "659ce8bae8382d001c2ef3a3",
"disposition_name": "",
"transcription-recording": "",
"notes": ""
},
{
"interaction_id": "3e4a0e18cbc940f3a5500e32bec3ad43",
"waiting_time": 7,
"start_date-time": "2024-09-05 03:12:04",
"end_date-time": "2024-09-05 03:12:11",
"duration": 7,
"interaction_type": "VOICE",
"interaction_status": "MISSED",
"interaction_direction": "INBOUND",
"agent_type": "USER",
"groups": "654367b0b82ba35ce2d69439",
"agent_name": "",
"agent_id": "",
"external_id": "9",
"name": "LI Shi XIao",
"contact": "+13254236544",
"contact_id": "659ce8bae8382d001c2ef3a3",
"disposition_name": "",
"transcription-recording": "",
"notes": ""
},
{
"interaction_id": "35b7562c6f4445a4acad4af79e6b8e34",
"waiting_time": null,
"start_date-time": "2024-09-05 06:41:59",
"end_date-time": null,
"duration": null,
"interaction_type": "SMS",
"interaction_status": "OFFERED",
"interaction_direction": "INBOUND",
"agent_type": "",
"groups": "",
"agent_name": "",
"agent_id": "",
"external_id": "9",
"name": "Xiao Lux13",
"contact": "+15108769640",
"contact_id": "66d94d79e4b66301a38854e8",
"disposition_name": "",
"transcription-recording": "https://erc-bigcommerce-us.mytalkdesk.com/atlas/apps/conversation-history/sms/35b7562c6f4445a4acad4af79e6b8e34",
"notes": ""
},
{
"interaction_id": "2b7d28fc1ba64458a33f3e75eba098a9",
"waiting_time": 6,
"start_date-time": "2024-09-05 08:02:35",
"end_date-time": null,
"duration": null,
"interaction_type": "EMAIL",
"interaction_status": "ASSIGNED",
"interaction_direction": "INBOUND",
"agent_type": "USER",
"groups": "",
"agent_name": "lishi xiao",
"agent_id": "654367b0b82ba35ce2d69439",
"external_id": "9",
"name": "Xiao Lux13",
"contact": "[email protected]",
"contact_id": "66d94d79e4b66301a38854e8",
"disposition_name": "",
"transcription-recording": "https://erc-bigcommerce-us.mytalkdesk.com/atlas/apps/conversation-history/email/2b7d28fc1ba64458a33f3e75eba098a9",
"notes": ""
}
],
"total": 8
}
Data and Report Availability
The data becomes available as soon as the survey is sent, or a survey response event is generated and is available on the Talkdesk database. As a consequence, when the report is created, the customer can see the fresh data in the Customer Omnichannel Report right away.
Troubleshooting
If you have questions or technical issues, please open a ticket using this form.
Updated about 2 months ago