Calls Report

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 Explore API path: /data/reports/calls/jobs

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Calls Report metrics

Report Example

{
  "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
    }
    ]
}

❗️

Data and Report Availability

Up to a month of data per request.

There are no limits on the data availability regarding timeframe.

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Calls Report @ Explore API vs Reporting API Data Availability and Data Freshness

Regarding data freshness, the Calls Report used to have a data refresh of one hour. This has been improved in the Explore API: data is refreshed every minute.


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