Includes all calls that have been made / received during a period of time, as well as detailed information about each one: time, duration, type, agent, call disposition, description, recording, waiting times, etc.

These are the available filters in the Calls Report:

  • Agent
  • Call Ring Group
  • Date
  • Phone Number
  • Dedicated Line
  • Timezone
  • Call Disposition
  • Interaction ID

Metric Name

Description

Calculation

Metric Type

Perspective

Callsid

The call's unique identification number.

no calculation

String

Queue

Call type

The call type (i.e., outbound, outbound_missed, inbound, missed, abandoned, short_abandoned or voicemail).

no calculation

String

Queue

Start Time

The date and time record of when the contact was received or placed.

no calculation

Date time

Queue

End Time

The date and time record of when the contact ended or was missed.

no calculation

Date time

Queue

Talkdesk Phone Number

This is the number the customer called (for inbound or missed calls), or the phone number that the call was made from (for outbound calls).

no calculation

Number

Queue

Customer Phone Number

This is the number the caller called from (for inbound calls), or the number the call was placed to (for outbound calls).

no calculation

Number

Queue

Talk Time

Calculates the total talk time for inbound and outbound calls. The timer begins when the customer is connected to an agent, and ends when the call is disconnected. It does not include the time spent ringing nor the time spent in After Call Work (ACW), but it does include hold time during the call.

no calculation

Time in seconds

Queue

Record

The link to the call recording.

no calculation

url

Queue

Hangup

The reason why the call ended (i.e., waiting = caller hung up while in the waiting queue; ivr = caller hung up while in the ivr; transfer = caller hung up during a transfer; hold = caller hung up while on hold; disconnected: all other hangup causes).

no calculation

String

Queue

In Business Hours?

Whether or not the call was placed or received during business hours (TRUE or FALSE).

no calculation

String

Queue

Callback From Queue?

Whether or not the caller requested a callback whilst in the queue (note: TRUE or FALSE).

no calculation

String

Queue

Waiting Time

How long the caller waited for their call to be answered or to go to voicemail in seconds. does not include IVR nor voice prompts but includes ringing time and other duration of pre-queue events.

no calculation

Time in seconds

Queue

Agent Speed to Answer

Time it took for the agent to answer the call after it started ringing.

no calculation

Time in seconds

Queue

Holding Time

Total time the caller was placed on hold during the call. This metric counts only instances in which the agent places the caller on hold during inbound/outbound calls via Talkdesk Keypad, and does not include holds that are a result of transfers.

no calculation

Time in seconds

Queue

Rating

The rating (on a scale of 1-5; 5 being excellent) the agent gave to the quality of the call.

no calculation

Number

Queue

Description

The note the agent took at the end of the call.

no calculation

String

Queue

Agent Name

The name of the agent placing the call or receiving the call. If a call is transferred to an external number that is not assigned to any agent, it shows as: External Phone Number and doesn't log against the agent. If transferred to an 'if-no-answer' number it shows as: If-No-Answer Agent. This classification under Agent is also provided when there’s a forwarding to a number either internal or external managed by Studio configurations in a component.

no calculation

String

Queue

Phone Display Name

The name your company assigned to the phone number from where the call was made or received.

no calculation

Number

Queue

Disposition Code

The disposition code applied to the call.

no calculation

String

Queue

Transfer?

Whether a call was 'Warm', 'Blind' or not transferred.

no calculation

String

Queue

Handling Agent

Identifies the agent transferring the call.

no calculation

String

Queue

Tags

Shows the ring groups dialed during the call. If the call was received on an agent’s dedicated phone number or was directly routed to an agent after being dropped using intelligent reconnect, it will display the agent’s name.

no calculation

String

Queue

IVR Options

Displays the IVR options dialed during the call. (If you see -1 here, that means no buttons were pressed).

no calculation

Number

Queue

CSAT Score

Provides the valid responses to your CSAT SMS surveys sent back from a customer.

no calculation

Number

Queue

CSAT Survey Time

Provides the time at which the CSAT survey was sent (empty field means that no survey was sent for that call).

no calculation

Time stamp

Queue

Mood

Provides insights on how the agent perceived the customer's satisfaction.

no calculation

Number

Queue

Mood Prompted

Whether or not the Mood survey was actually displayed to the agent.

no calculation

String

Queue

Team

Team of the last agent involved in a call.

no calculation

String

Queue

Rating Reason

Reason provided by the agent to classify the quality of the call with the rate provided.

no calculation

String

Queue