Cases Report

Overview

The Cases Report provides detailed insights into case data within your contact center. It allows you to track case lifecycles, assignee performance, and priority distribution.

Usage

To generate this report, access Talkdesk Explore via the API. You must specify cases as the report type in the Explore API request path:

POST /data/reports/cases/jobs

Report Example

API Response Format

{
    "entries": [
        {
            "about": "",
            "assignee": "agent one",
            "custom_field": null,
            "custom_field_value": null,
            "case_id": "xxxxxxxx",
            "case_number": "97",
            "created_time": "2025-08-04 02:51:50",
            "description": "dadada",
            "form": "Default Case Form",
            "group": "agents",
            "is_deleted": "No",
            "occurred_at_group_date": "2025-08-04",
            "priority": "Urgent",
            "requester_name": "requester one",
            "resolved_time": null,
            "solve_reason": "",
            "status": "Open",
            "subject": "Inbound Call with xxxx"
        }
    ],
    "total": 1
}

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Data Availability

• Request Limit: You can request up to one month of data per individual API request.
• History: There are no limits on the historical data available regarding the timeframe; you can access any historical data as long as the request spans no more than 30 days.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.