---
updatedAt: 2026-01-19T14:52:57.000Z
agentTools:
  projectIndex: https://docs.talkdesk.com/llms.txt
---

# Customer Omnichannel Report

## Overview

The Customer Omnichannel Report API provides a list of Customer and interaction information via different channels.

## Usage

Specify`erc_omnichannel_report` as report type in the [Explore API](https://docs.talkdesk.com/docs/explore-api) request path: `/data/reports/erc_omnichannel_report/jobs`.

> 📘
>
> [Customer Omnichannel Report metrics](https://data-dictionary.talkdesk.com/docs/patient-omnichannel-interactions-report-copy-1)

## Report Example

```json
{
    "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": "lishi.xiao@china.talkdesk.com",
            "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](https://support.talkdesk.com/hc/en-us/requests/new).