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. The name displayed is based on the system data at the moment the report is generated, not at the time the call occurred. If the "Agent" has already been deleted when the dashboard is generated, "Deleted Agent" will appear instead of the aforementioned information. The same logic applies to the 'Agent' filter: only users who exist in the account at the time the report is generated will appear as filter options.	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