Contacts Report
Overview
The Contacts Report provides an extra level of granularity with details on each contact within an interaction.
Interaction
An interaction consists of the full activity of communication between agents and callers, and contacts are subsets of an interaction (transfers or fallbacks to different ring groups).
Usage
Specify contacts as report type in the Explore API request path: /data/reports/contacts/jobs
Report Example
{
"entries": [
{
"interaction_id": "08e1ad089f1a4143a6f8fe4ab607b8ee",
"contact_id": "4e0a12f62e7e4ec5993aee2613aa020c",
"company_number": "+12222222222",
"phone_display_name": "Agents Number",
"contact_person_number": "+3513333333333",
"external_phone_number": null,
"direction": "OUT",
"contact_type": "Connected",
"started_at": "2023-11-15 20:44:09",
"wait_time": null,
"time_to_missed": null,
"abandon_time": null,
"short_abandon_time": null,
"time_to_voicemail": null,
"ring_time": null,
"connect_time": 15,
"answered_at": null,
"connected_at": "2023-11-15 20:44:25",
"talk_time": 14,
"hard_hold_time": null,
"soft_hold_time": null,
"hold_time": null,
"after_call_work_time": 1024,
"finished_at": "2023-11-15 21:01:44",
"duration": 1054,
"handle_time": 1038,
"inside_business_hours": "Yes",
"inside_service_level": "No",
"within_service_level_threshold": "No",
"transfer_out": "No",
"transfer_out_type": null,
"transfer_in": "No",
"transfer_in_type": null,
"callback": "No",
"ring_groups": "agents",
"user_name": "User Dummy",
"direct_assignment_user": null,
"team_name": "Team_A",
"user_id": "6130af790097f563353980ab",
"direct_assignment_ids": null,
"team_id": "b365ca77a8bf4176929ec4495933f54b",
"handling_ring_groups": null,
"disconnected_by_agent": "No",
"last_contact": "Yes",
"data_status": "Valid"
},
{
"interaction_id": "15ff5a26d94949c09a92473225da92b2",
"contact_id": "35e79b3fa54540cf858d148c03b01e79",
"company_number": "+12222222222",
"phone_display_name": "Agents Number",
"contact_person_number": "+3513333333333",
"external_phone_number": null,
"direction": "OUT",
"contact_type": "Connected",
"started_at": "2023-11-15 20:40:46",
"wait_time": null,
"time_to_missed": null,
"abandon_time": null,
"short_abandon_time": null,
"time_to_voicemail": null,
"ring_time": null,
"connect_time": 10,
"answered_at": null,
"connected_at": "2023-11-15 20:40:56",
"talk_time": 20,
"hard_hold_time": null,
"soft_hold_time": null,
"hold_time": null,
"after_call_work_time": 33,
"finished_at": "2023-11-15 20:41:51",
"duration": 64,
"handle_time": 53,
"inside_business_hours": "Yes",
"inside_service_level": "No",
"within_service_level_threshold": "No",
"transfer_out": "No",
"transfer_out_type": null,
"transfer_in": "No",
"transfer_in_type": null,
"callback": "No",
"ring_groups": "agents",
"user_name": "User Dummy",
"direct_assignment_user": null,
"team_name": "Team_B",
"user_id": "6130af790097f563353980ab",
"direct_assignment_ids": null,
"team_id": "b365ca77a8bf4176929ec4495933f54b",
"handling_ring_groups": null,
"disconnected_by_agent": "Yes",
"last_contact": "Yes",
"data_status": "Valid"
}
],
"total": 2
}
Data and Report Availability
Up to a month of data per request.
The least recent month with available data goes as far back as 13 months.
Troubleshooting
If you have questions or technical issues, please open a ticket using this form.
Updated 11 days ago