Calls Analysis

Type detail

average - an average (mean) of values within a column
count - origins from a count within a distribution
date - measures that contain dates
max - origins from the maximum value within a distribution
min - origins from the minimum value within a distribution
number - measures that contain numbers
string - measures that contain letters or special characters
sum - sum of values within a distribution

NameDescriptionTypeFormatSectionFilterField
% Inbound Calls Percentage of Inbound Calls (includes abandoned, short abandoned, missed and voicemails).number00.0%Call Inbound MetricsYESmeasure
% Inbound Calls Abandoned Percentage of Inbound Calls Abandoned Over Total Inbound Calls.number00.0%Call Inbound MetricsYESmeasure
% Inbound Calls Answered Percentage of Inbound Calls Answered Over Total Inbound Calls.number00.0%Call Inbound MetricsYESmeasure
% Inbound Calls Missed Percentage of Inbound Calls Missed Over Total Inbound Calls.number00.0%Call Inbound MetricsYESmeasure
% Inbound Calls Short Abandoned Percentage of Inbound Calls Short Abandoned Over Total Inbound Calls.number00.0%Call Inbound MetricsYESmeasure
% Inbound Calls Voicemail Percentage of Inbound Calls Voicemail Over Total Inbound Calls.number00.0%Call Inbound MetricsYESmeasure
% Outbound Calls Percentage of Outbound Calls (includes outbound connected, outbound not connected and outbound voicemails).number00.0%Call Outbound MetricsYESmeasure
% Outbound Calls Connected Percentage of Outbound Calls Connected Over Total Outbound Calls.number00.0%Call Outbound MetricsYESmeasure
% Outbound Calls Not Connected Percentage of Outbound Calls Not Connected Over Total Outbound Calls.number00.0%Call Outbound MetricsYESmeasure
% Outbound Calls Voicemail Percentage of Outbound Calls Voicemail Over Total Outbound Calls.number00.0%Call Outbound MetricsYESmeasure
% Talk Time Inbound Percentage of time agent and caller spent talking over total duration for inbound calls.number00.0%Call Inbound MetricsYESmeasure
% Talk Time Outbound Percentage of time agent and caller spent talking over total duration for outbound calls.number00.0%Call Outbound MetricsYESmeasure
% Waiting Time Inbound The percentage of total time the contact person waited for the call outcome in seconds (includes inbound answered, abandon, short abandon, voicemail and missed). Does not include IVR nor Voice prompts but includes ringing time and other duration of pre-queue events.number00.0%Call Inbound MetricsYESmeasure
Abandon Time The total time the caller was connected to the contact center before abandoning.sum0.0Call Inbound MetricsYESmeasure
Agent The name, e-mail and user ID of the user placing the call or receiving the call. 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. If the "Agent" has already been deleted when a report is generated, "Deleted Agent" will appear instead of the aforementioned information.stringCall IdentificationYESdimension
Agent DisconnectedAllows to see if it was the agent that disconnected the inbound/outbound call.

*For records existing prior to the implementation of this field, the Agent Disconnected value is null.
StringYes/NoContactsN/Adimension
Agent Disconnected %Helps to know among the calls the agent handled, what % of the calls were disconnected by him.Percentage##.#%ContactsN/Ameasure
AVG % Talk Time Inbound The average percentage of talk time for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.average00.0%Call Inbound MetricsYESmeasure
AVG % Talk Time Outbound The average percentage of talk time for outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include After Call Work, but it includes hold time during the call.average00.0%Call Outbound MetricsYESmeasure
AVG % Waiting Time Inbound The average percentage of total time the contact person waited for the call outcome in seconds (includes inbound answered, abandon, short abandon, voicemail and missed). Does not include IVR nor Voice prompts but includes ringing time and other duration of pre-queue events.average00.0%Call Inbound MetricsYESmeasure
AVG Abandon Time Average time the caller was connected to the contact center before abandoningaverage0.0Call Inbound MetricsYESmeasure
AVG Call Rating The average rating of the classifications provided by the agent regarding the quality of the call (on a scale of 1-5; 5 being excellent). Includes inbound and outbound calls.average0.0Call Inbound MetricsYESmeasure
AVG Call Rating Inbound The average rating of the classifications provided by the agent regarding the quality of the inbound calls (on a scale of 1-5; 5 being excellent).average0.0Call Inbound MetricsYESmeasure
AVG Call Rating Outbound The average rating of the classifications provided by the agent regarding the quality of the outbound calls (on a scale of 1-5; 5 being excellent).average0.0Call Outbound MetricsYESmeasure
AVG CSAT Score The average score sent by the customer after receiving the Sentiment CSAT survey. It is an integer between 1 and 5, with 5 being the highest.average0.0Call MetricsYESmeasure
AVG CSAT Score Inbound The average score sent by the customer after receiving the Sentiment CSAT survey of an inbound call. It is an integer between 1 and 5, with 5 being the highest.average0.0Call Inbound MetricsYESmeasure
AVG CSAT Score Outbound The average score sent by the customer after receiving the Sentiment CSAT survey of an outbound call. It is an integer between 1 and 5, with 5 being the highest.average0.0Call Outbound MetricsYESmeasure
AVG Hold Time Average time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during inbound/outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.average0.0Call MetricsYESmeasure
AVG Hold Time Inbound Average time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during inbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.average0.0Call Inbound MetricsYESmeasure
AVG Hold Time Outbound Average time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.average0.0Call Outbound MetricsYESmeasure
AVG Mood Average of the Mood scores logged by agent.average0.0Call MetricsYESmeasure
AVG Mood Inbound Average of the Mood scores logged by agent for inbound calls.average0.0Call Inbound MetricsYESmeasure
AVG Mood Outbound Average of the Mood scores logged by agent for outbound calls.average0.0Call Outbound MetricsYESmeasure
AVG Speed to Answer Average time it takes an agent to answer the call after it started ringing.average0.0Call Inbound MetricsYESmeasure
AVG Talk Time The average talk time for calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.average0.0Call MetricsYESmeasure
AVG Talk Time Inbound The average talk time for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.average0.0Call Inbound MetricsYESmeasure
AVG Talk Time Outbound The average talk time for outbound calls. The timer begins when the agent is connected with the far end, and ends when the call is disconnected. It does not include After Call Work, but it includes hold time during the call.average0.0Call Outbound MetricsYESmeasure
AVG Total Duration The average duration of the call from the time a call is made or received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.average0.0Call MetricsYESmeasure
AVG Total Duration Inbound The average duration of the call from the time a call is received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.average0.0Call Inbound MetricsYESmeasure
AVG Total Duration Outbound The average duration of the call from the time a call is made, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.average0.0Call Outbound MetricsYESmeasure
AVG Waiting Time The average time the contact person waited for the call outcome in seconds (includes inbound answered, abandon, short abandon, voicemail and missed). Does not include IVR nor Voice prompts but includes ringing time and other duration of pre-queue events.average0.0Call MetricsYESmeasure
AVG Waiting Time Inbound The average time the caller waited for their call to be answered or to go to voicemail, in seconds (includes inbound answered only).average0.0Call Inbound MetricsYESmeasure
Call Direction If it was an incoming (inbound) or outgoing (outbound) call.stringCall IdentificationYESdimension
Date for Call FinishedThe time when the call ended or was missed (date).dateyyyy-mm-ddFilterYESdimension
Call Finished Date The time when the call ended or was missed (date aggregation):
Date
Day of Month
Day of Week
Hour
Hour of Day
Minute
Minute10
Minute15
Minute30
Month
Month Num
Quarter
Time
Week
Year
dateDate (yyyy-mm-dd)
Day of Month (1, 2, 3 . . . )
Day of Week (Monday, Tuesday . . . )
Hour (yyyy-mm-dd hh)
Hour of day (from 0 to 23)
Minute (yyyy-mm-dd hh:mm)
Minute10 (yyyy-mm-dd hh:10, yyyy-mm-dd hh:20)
Minute15 (yyyy-mm-dd hh:15, yyyy-mm-dd hh:30)
Minute30 (yyyy-mm-dd hh:00,yyyy-mm-dd hh:30)
Month (yyyy-mm)
Month Num (from 1 to 12)
Quarter (yyyy-Q)
Time (yyyy-mm-dd hh:mm:ss)
Week (yyyy-mm-week starting day of the week)
Year (yyyy)
Call IdentificationNOdimension
Call Started DateThe time when the call started (date aggregation):
Date
Day of Month
Day of Week
Hour
Minute
Minute10
Minute15
Minute30
Month
Quarter
Time
Week
date timeDate (yyyy-mm-dd)
Day of Month (1, 2, 3 . . . )
Day of Week (Monday, Tuesday . . . )
Hour (yyyy-mm-dd hh)
Minute (yyyy-mm-dd hh:mm)
Minute10 (yyyy-mm-dd hh:10, yyyy-mm-dd hh:20)
Minute15 (yyyy-mm-dd hh:15, yyyy-mm-dd hh:30)
Minute30 (yyyy-mm-dd hh:00,yyyy-mm-dd hh:30)
Month (yyyy-mm)
Quarter (yyyy-Q)
Time (yyyy-mm-dd hh:mm:ss)
Week (yyyy-mm-week starting day of the week)
Call IdentificationNOdimension
Call Started Date The time when the call was received or placed (date).dateyyyy-mm-ddCall IdentificationNOdimension
Call Started Date The time when the call was received or placed (date).dateyyyy-mm-ddFilterYESdimension
Call Started Time The time when the call was received or placed (datetime).date timeyyyy-mm-dd hh:mm:ssCall IdentificationNOdimension
Call Started Time The time when the call was received or placed (datetime).date timeyyyy-mm-dd hh:mm:ssFilterYESdimension
Call Type Possible values:
abandoned, inbound, missed, short_abandoned, voicemail, outbound connected, outbound not connected.
stringCall IdentificationYESdimension
CSAT Survey Date The time when the Sentiment CSAT survey was sent to the caller (date).timeyyyy-mm-ddCall IdentificationYESdimension
CSAT Survey Time The time when the Sentiment CSAT survey was sent to the caller (datetime).timeyyyy-mm-dd hh:mm:ssCall IdentificationYESdimension
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).stringCall IdentificationYESdimension
Description The note the agent took at the end of the callstringCall IdentificationYESdimension
Disposition The disposition code applied to the call.stringCall IdentificationYESdimension
External Phone Number Phone Number to where the call was forwarded.numberCall IdentificationYESdimension
False Abandoned Threshold Limit in seconds configured to consider a call short-abandoned.numberCall IdentificationYESdimension
Hangup When a call ends in is classified according to its hangup cause: the reason why the call was finished (IVR, Waiting, Hold, Transfer, Disconnected).stringCall IdentificationYESdimension
Hold Time The total time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during inbound/outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.sum0.0Call MetricsYESmeasure
Hold Time Inbound The total time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during inbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.sum0.0Call Inbound MetricsYESmeasure
Hold Time Outbound The total time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.sum0.0Call Outbound MetricsYESmeasure
In Business Hours? (Yes / No) Whether or not the call was placed or received during business hours.stringCall IdentificationYESdimension
Inbound Calls Abandoned Number of incoming calls where the caller hungup before being routed to an agent. Does not include short-abandoned calls (when enabled)count00Call Inbound MetricsYESmeasure
Inbound Calls Answered Total number of incoming calls answered by an agent.count00Call Inbound MetricsYESmeasure
Inbound calls Completed Within Service Level In Business Hours Number of inbound calls answered within the threshold defined for Service Level (only if Business Hours = Yes)count00Call Inbound MetricsYESmeasure
Inbound Calls Missed All incoming missed calls, includes outside of business hours.count00Call Inbound MetricsYESmeasure
Inbound calls Missed Within Service Level In Business Hours Number of calls answered within the threshold defined for Service Level (only if Business Hours = Yes)count00Call Inbound MetricsYESmeasure
Inbound Calls Short Abandoned Number of incoming calls where the caller hungup before the configured threshold for short abandoned calls (see false abandoned).count00Call Inbound MetricsYESmeasure
Inbound Calls Voicemail Total number of voicemails.count00Call Inbound MetricsYESmeasure
Interaction ID Call/Interaction unique identifier.stringCall IdentificationYESdimension
Is Call Forwarding? (Yes / No) Whether or not the call was forwarded to another number.stringYes/NoCall IdentificationYESdimension
Is Callback From Queue? (Yes / No) Whether or not the caller requested a callback from queue.stringYes/NoCall IdentificationYESdimension
Is External Transfer? (Yes / No) Whether or not a call was forwarded to an external phone number.stringYes/NoCall IdentificationYESdimension
Is If No Answer? (Yes / No) Whether or not the call was forwarded to the "If No Answer" number as a fallback.stringYes/NoCall IdentificationYESdimension
Is Transfer (Yes / No) Whether or not the call was transferred.stringYes/NoCall IdentificationYESdimension
IVR Options Displays the IVR options dialed during the call in a comma separated string. If you see -1 here, that means no buttons were pressed. In case of a number with studio flow this field is empty.string0Call IdentificationYESdimension
Longest Abandon Time Longest time the caller was connected to the contact center before abandoning.max0.0Call IdentificationYESmeasure
Longest Hold Time Longest time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during inbound/outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.max0.0Call MetricsYESmeasure
Longest Hold Time Inbound Longest time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during inbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.max0.0Call Inbound MetricsYESmeasure
Longest Hold Time Outbound Longest time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.max0.0Call Outbound MetricsYESmeasure
Longest Speed to Answer Longest time it takes an agent to answer the call after it started ringing.max0.0Call MetricsYESmeasure
Longest Talk Time The longest talk time for calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call (includes inbound and outbound calls).max0.0Call MetricsYESmeasure
Longest Talk Time Inbound The longest talk time for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.max0.0Call Inbound MetricsYESmeasure
Longest Talk Time Outbound The longest talk time for outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.max0.0Call Outbound MetricsYESmeasure
Longest Total Duration The longest duration of the call from the time a call is received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at (includes inbound and outbound calls).max0.0Call Outbound MetricsYESmeasure
Longest Total Duration Inbound The longest duration for an inbound call from the time a call is received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.max0.0Call Inbound MetricsYESmeasure
Longest Total Duration Outbound The longest duration for an outbound call from the time a call is received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.max0.0Call Outbound MetricsYESmeasure
Longest Waiting Time The longest wait time the contact person waited for the call outcome in seconds (includes inbound answered, abandon, short abandon, voicemail and missed). Does not include IVR nor Voice prompts but includes ringing time and other duration of pre-queue events.max0.0Call MetricsYESmeasure
Longest Waiting Time Inbound The longest wait time the caller waited for their call to be answered or to go to voicemail, in seconds (includes inbound answered only).max
MAX % Talk Time Inbound The highest percentage of talk time for inbound calls from the total duration of inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.max00.0%Call Inbound MetricsYESmeasure
MAX % Talk Time Outbound The highest percentage of talk time for outbound calls from the total duration of outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.max00.0%Call Outbound MetricsYESmeasure
MAX % Waiting Time Inbound The highest percentage of wait time for inbound calls from the total duration of inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call (includes inbound answered and missed).max00.0%Call Inbound MetricsYESmeasure
MAX CSAT Score The highest score sent by the customer after receiving the Sentiment CSAT survey both for inbound and outbound calls. It is an integer between 1 and 5, with 5 being the highest.max0Call MetricsYESmeasure
MAX CSAT Score Inbound The highest score sent by the customer after receiving the Sentiment CSAT survey for inbound calls. It is an integer between 1 and 5, with 5 being the highest.max0Call Inbound MetricsYESmeasure
MAX CSAT Score Outbound The highest score sent by the customer after receiving the Sentiment CSAT survey for outbound calls. It is an integer between 1 and 5, with 5 being the highest.max0Call Outbound MetricsYESmeasure
MIN % Talk Time Inbound The lowest percentage of talk time for inbound calls from the total duration of inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.min00.0%Call Inbound MetricsYESmeasure
MIN % Talk Time Outbound The lowest percentage of talk time for outbound calls from the total duration of outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.min00.0%Call Outbound MetricsYESmeasure
MIN % Waiting Time Inbound The lowest percentage of wait time for inbound calls from the total duration of inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call (includes inbound answered and missed).min00.0%Call Inbound MetricsYESmeasure
MIN CSAT Score The lowest score sent by the customer after receiving the Sentiment CSAT survey both for inbound and outbound calls. It is an integer between 1 and 5, with 5 being the highest.min0Call MetricsYESmeasure
MIN CSAT Score Inbound The lowest score sent by the customer after receiving the Sentiment CSAT survey for inbound calls. It is an integer between 1 and 5, with 5 being the highest.min0Call Inbound MetricsYESmeasure
MIN CSAT Score Outbound The lowest score sent by the customer after receiving the Sentiment CSAT survey for outbound calls. It is an integer between 1 and 5, with 5 being the highest.min0Call Outbound MetricsYESmeasure
Mood Prompted (Yes / No) Whether or not the mood survey was prompted to the agent in the after call work window.stringYes/NoCall IdentificationYESdimension
Number of Outbound Dialer CampaignsThe total number of Outbound Dialer campaigns.number
Number of Outbound Dialer Record ListsThe total number of Outbound Dialer Record Listsnumber
Outbound Calls Connected Number of calls placed by the agent and that were answered by the customer (or by customer's voicemail). Before these calls were known as outbound calls.count00Call Outbound MetricsYESmeasure
Outbound Calls Not Connected Number of calls placed by the agent and that were not answered by the customer (or by customer's voicemail). Before these calls were known as outbound missed calls.count00Call Outbound MetricsYESmeasure
Outbound Calls Voicemail Outbound call that is a blind transfer to Ring Group but ends in Voicemail.count00Call Outbound MetricsYESmeasure
Outbound Dialer Abandon RatePercentage of Outbound Dialer answered calls that were abandoned by the record before being connected to an agent.percentage
Outbound Dialer Average Number of Attempts Until Record is Connected to agentThe average number of calls/attempts made until a record is connected to an agent.number
Outbound Dialer Call Attempt NumberThe Outbound Dialer interaction's attempt number. This corresponds to how many attempts were made to the corresponding record, including the current interaction.number
Outbound Dialer Campaign Created At DateThe date when the Outbound Dialer campaign was created.date
Outbound Dialer Campaign NameThe name of the Outbound Dialer campaign.string
Outbound Dialer Campaign StateThe current state of the Outbound Dialer campaign.string
Outbound Dialer Contact StateThe state of the record after the Outbound Dialer call/attempt was made. It can be "FINAL" or "RETRY".string
Outbound Dialer Pickup RatePercentage of Outbound Dialer calls which were successfully answered.percentage
Outbound Dialer Record CountThe total number of records included in an Outbound Dialer Record List.number
Outbound Dialer Record List Created At DateThe date when the Outbound Dialer Record List was created.date
Outbound Dialer Record List NameThe name of the Outbound Dialer Record List.string
Outbound Dialer System DispositionThe final state of the Outbound Dialer call/attempt. The possibilities are:

Connected to agent
No-answer
Invalid Number
Busy
Abandoned
Answering Machine
* Hangup before connection
string
Outbound Dialing ModeThe dialing mode of the Outbound Dialer campaign. Currently, only predictive mode is supported.string
Rating Reason If the user_voice_rating is equal to or below 3, the agent will have to specify the rating reason (https://support.talkdesk.com/hc/en-us/articles/360019596372-Rating-the-quality-of-a-call-in-Callbar).stringCall IdentificationYESdimension
Recording Link to Recordings API endpoint containing the recordings for this call.stringurlCall IdentificationYESdimension
Ring Groups The ring groups dialed during the call. If the call was received on an user's dedicated phone number or was directly routed to a user after being dropped using intelligent reconnect, it will display the user's full name.stringCall IdentificationYESdimension
Service Level Percentage of calls missed or answered before the pre-defined threshold for the selected time frame. It is only calculated for events during business hours.number00.0%Call Inbound MetricsYESmeasure
Service Level Threshold The limit of wait time to measure your service against (80/20 is the industry standard).number00Call IdentificationYESdimension
Shortest Abandon Time Shortest time the caller was connected to the contact center before abandoning.min0.0Call Inbound MetricsYESmeasure
Shortest Hold Time Shortest time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during inbound/outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.min0.0Call MetricsYESmeasure
Shortest Hold Time Inbound Shortest time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during inbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.min0.0Call Inbound MetricsYESmeasure
Shortest Hold Time Outbound Shortest time the caller was placed on hold during the call, in seconds. This metric counts only instances in which the agent places the caller on hold during outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.min0.0Call Outbound MetricsYESmeasure
Shortest Speed to Answer Shortest time it takes an agent to answer the call after it started ringing.min0.0Call MetricsYESmeasure
Shortest Talk Time The shortest talk time for calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call (includes inbound and outbound calls).min0.0Call MetricsYESmeasure
Shortest Talk Time Inbound The shortest talk time for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.min0.0Call Inbound MetricsYESmeasure
Shortest Talk Time Outbound The shortest talk time for outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.min0.0Call Outbound MetricsYESmeasure
Shortest Total Duration The shortest duration of the call from the time a call is received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at (includes inbound and outbound calls).min0.0Call MetricsYESmeasure
Shortest Total Duration Inbound The shortest duration for an inbound call from the time a call is received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.min0.0Call Inbound MetricsYESmeasure
Shortest Total Duration Outbound The shortest duration for an outbound call from the time a call is received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.min0.0Call Outbound MetricsYESmeasure
Shortest Waiting Time The shortest wait time the contact person waited for the call outcome in seconds (includes inbound answered, abandon, short abandon, voicemail and missed). Does not include IVR nor Voice prompts but includes ringing time and other duration of pre-queue events.min0.0Call MetricsYESmeasure
*Shortest Waiting Time InboundThe shortest wait time the caller waited for their call to be answered or to go to voicemail, in seconds (includes inbound answered only).min0.0Call Inbound MetricsYESmeasure
Speed to Answer Time it takes an agent to answer the call after it started ringing.sum0.0Call MetricsYESmeasure
Talk Time The total talk time of the call. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.sum0.0Call MetricsYESmeasure
Talk Time Inbound The total talk time of the inbound call. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.sum0.0Call Inbound MetricsYESmeasure
Talk Time Outbound The total talk time of the outbound call. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.sum0.0Call Outbound MetricsYESmeasure
Talkdesk Phone Number This is the number the customer called (for inbound or missed calls), or the phone number that the call was placed from (for outbound calls).stringCall IdentificationYESdimension
Team Name The team of the last agent involved in the call.
null if such an agent is not on a team, or if there's no agent associated with the call.
stringCall IdentificationYESdimension
Timestamp Adjusted to the Date aggregation picked will show the start timestamp for each slot eg. for 30 m yyyy-mm-dd hh:00:ss >> yyyy-mm-dd hh:30:ss.date
Timezone By default filters the distribution to your Account Timezone. You can pick another different timezone to be reflected in your report (account timezone can be changed under Admin >> Preferences in your account).stringYESdimension
Total Calls Number of calls handled regardless of direction or type for the given time frame (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected).countCall MetricsYESmeasure
Total Duration The total duration of the call from the time a call is made or received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.sum0.0Call MetricsYESmeasure
Total Duration Inbound The total duration of the call from the time a call is received, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.sum0.0Call Inbound MetricsYESmeasure
Total Duration Outbound The total duration of the call from the time a call is made, to when it is completed, in seconds. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_at.sum0.0Call Outbound MetricsYESmeasure
Total Inbound Calls All incoming calls, which includes answered, missed, abandoned, short abandoned and voicemail calls.sumCall Inbound MetricsYESmeasure
Total Outbound Calls All outgoing calls, which includes outbound connected, outbound not connected and outbound voicemails.sumCall Outbound MetricsYESmeasure
Total Outbound Dialer CallsTotal number of Outbound Dialer calls/attempts.number
Transfer Type Wether is "warm" or "blind" transfer. A warm transfer is when you speak with the new agent before the call is transferred. A blind transfer is when you transfer the caller to a ring group or another agent without speaking to the new agent first.stringCall IdentificationYESdimension
Waiting Time The total time the contact person waited for the call outcome in seconds (includes inbound answered, abandon, short abandon, voicemail and missed). Does not include IVR nor Voice prompts but includes ringing time and other duration of pre-queue events.sum0.0Call MetricsYESmeasure
Waiting Time Inbound The total time the caller waited for their call to be answered or to go to voicemail, in seconds (includes inbound answered only).sum0.0Call Inbound MetricsYESmeasure