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 explore_calls type in the Explore API path: /data/reports/explore_calls/jobs

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Calls Report metrics

Report Example

{
    "entries":
    [
        {
            "interaction_id": "74458c259bc04bf1988697e3c5623ae2",
            "call_type": "inbound",
            "start_time": "2022-06-30 16:42:24",
            "end_time": "2022-06-30 16:42:38",
            "talkdesk_phone_number": "+14704678413",
            "customer_phone_number": "+17753827775",
            "talk_time": 0.000069444446,
            "record": "/recordings/cads13d23123asdfa413",
            "hangup": "disconnected",
            "in_business_hours?": "TRUE",
            "callback_from_queue?": "FALSE",
            "waiting_time": 0.00005787037,
            "agent_speed_to_answer": 0.000046296296,
            "holding_time": 0.0,
            "rating": 2,
            "description": "They were not interested",
            "agent_name": "Alice Eve",
            "phone_display_name": "support",
            "disposition_code": "Not Interested",
            "transfer?": "No",
            "handling_agent": "Mark Jones",
            "tags": "agents+rg1",
            "ivr_options": "1,2,1",
            "csat_score": 1,
            "csat_survey_time": "2022-06-30 16:44:40",
            "mood": "happy",
            "mood_prompted?": "No",
            "team": "Team 2",
            "rating_reason": "dasdfdfsf",
            "agent_disconnected": "Yes"
        }   
    ],
    "total": 1
}

❗️

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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