Calls
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 |
Updated over 4 years ago