Metric Name

Description

Calculation

Metric Type

Call Type

If the outcome of the call was inbound (answered), missed, short-abandoned, abandoned, voicemail, outbound or outbound not connected.

no calculation

String

Call Id

Call unique identifier.

no calculation

String

Ring Group

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

Dedicated Line

If the call was made to a dedicated phone number.

no calculation

String

Start Time

The time that the system logged the calls.

no calculation

Date time

End Time

The time the calls is disconnected.

no calculation

Date time

Talkdesk Phone

The outbound ID number that Talkdesk used to make/receive the call.

no calculation

String

Customer Phone

The phone number of the customer.

no calculation

String

Agent Name

The agent that received or made the call.

no calculation

String

Talk time

Talk time duration.

no calculation

Time in seconds

Disposition

The summary of the call.

no calculation

String

Rating

The classification, from 1 to 5.

no calculation

Number

Record

When recording is enabled, the link to hear the recording of the call will be displayed here.

no calculation

URL