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

Name

Description

Type

Format

Section

Filter

Field

% Inbound Calls

Percentage of Inbound Calls (includes abandoned, short abandoned, missed and voicemails).

number

00.0%

Call Inbound Metrics

YES

measure

% Inbound Calls Abandoned

Percentage of Inbound Calls Abandoned Over Total Inbound Calls.

number

00.0%

Call Inbound Metrics

YES

measure

% Inbound Calls Answered

Percentage of Inbound Calls Answered Over Total Inbound Calls.

number

00.0%

Call Inbound Metrics

YES

measure

% Inbound Calls Missed

Percentage of Inbound Calls Missed Over Total Inbound Calls.

number

00.0%

Call Inbound Metrics

YES

measure

% Inbound Calls Short Abandoned

Percentage of Inbound Calls Short Abandoned Over Total Inbound Calls.

number

00.0%

Call Inbound Metrics

YES

measure

% Inbound Calls Voicemail

Percentage of Inbound Calls Voicemail Over Total Inbound Calls.

number

00.0%

Call Inbound Metrics

YES

measure

% Outbound Calls

Percentage of Outbound Calls (includes outbound connected, outbound not connected and outbound voicemails).

number

00.0%

Call Outbound Metrics

YES

measure

% Outbound Calls Connected

Percentage of Outbound Calls Connected Over Total Outbound Calls.

number

00.0%

Call Outbound Metrics

YES

measure

% Outbound Calls Not Connected

Percentage of Outbound Calls Not Connected Over Total Outbound Calls.

number

00.0%

Call Outbound Metrics

YES

measure

% Outbound Calls Voicemail

Percentage of Outbound Calls Voicemail Over Total Outbound Calls.

number

00.0%

Call Outbound Metrics

YES

measure

% Talk Time Inbound

Percentage of time agent and caller spent talking over total duration for inbound calls.

number

00.0%

Call Inbound Metrics

YES

measure

% Talk Time Outbound

Percentage of time agent and caller spent talking over total duration for outbound calls.

number

00.0%

Call Outbound Metrics

YES

measure

% 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.

number

00.0%

Call Inbound Metrics

YES

measure

Abandon Time

The total time the caller was connected to the contact center before abandoning.

sum

0.0

Call Inbound Metrics

YES

measure

Agent

The full name of the user placing the call or receiving the call. If a call is transferred to an if-no-answer or external number that is not assigned to any user, it shows as If-No-Answer Agent or External Phone Number, accordingly, and doesn't log against the user. 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.

string

Call Identification

YES

dimension

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.

average

00.0%

Call Inbound Metrics

YES

measure

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.

average

00.0%

Call Outbound Metrics

YES

measure

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.

average

00.0%

Call Inbound Metrics

YES

measure

AVG Abandon Time

Average time the caller was connected to the contact center before abandoning

average

0.0

Call Inbound Metrics

YES

measure

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.

average

0.0

Call Inbound Metrics

YES

measure

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).

average

0.0

Call Inbound Metrics

YES

measure

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).

average

0.0

Call Outbound Metrics

YES

measure

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.

average

0.0

Call Metrics

YES

measure

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.

average

0.0

Call Inbound Metrics

YES

measure

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.

average

0.0

Call Outbound Metrics

YES

measure

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.

average

0.0

Call Metrics

YES

measure

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.

average

0.0

Call Inbound Metrics

YES

measure

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.

average

0.0

Call Outbound Metrics

YES

measure

AVG Mood

Average of the Mood scores logged by agent.

average

0.0

Call Metrics

YES

measure

AVG Mood Inbound

Average of the Mood scores logged by agent for inbound calls.

average

0.0

Call Inbound Metrics

YES

measure

AVG Mood Outbound

Average of the Mood scores logged by agent for outbound calls.

average

0.0

Call Outbound Metrics

YES

measure

AVG Speed to Answer

Average time it takes an agent to answer the call after it started ringing.

average

0.0

Call Inbound Metrics

YES

measure

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.

average

0.0

Call Metrics

YES

measure

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.

average

0.0

Call Inbound Metrics

YES

measure

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.

average

0.0

Call Outbound Metrics

YES

measure

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.

average

0.0

Call Metrics

YES

measure

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.

average

0.0

Call Inbound Metrics

YES

measure

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.

average

0.0

Call Outbound Metrics

YES

measure

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.

average

0.0

Call Metrics

YES

measure

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).

average

0.0

Call Inbound Metrics

YES

measure

Call Direction

If it was an incoming (inbound) or outgoing (outbound) call.

string

Call Identification

YES

dimension

Date for Call Finished

The time when the call ended or was missed (date).

date

yyyy-mm-dd

Filter

YES

dimension

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

date

Date (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 Identification

NO

dimension

Call Started Date

The time when the call started (date aggregation):
Date
Day of Month
Day of Week
Hour
Minute
Minute10
Minute15
Minute30
Month
Quarter
Time
Week

date time

Date (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 Identification

NO

dimension

Call Started Date

The time when the call was received or placed (date).

date

yyyy-mm-dd

Call Identification

NO

dimension

Call Started Date

The time when the call was received or placed (date).

date

yyyy-mm-dd

Filter

YES

dimension

Call Started Time

The time when the call was received or placed (datetime).

date time

yyyy-mm-dd hh:mm:ss

Call Identification

NO

dimension

Call Started Time

The time when the call was received or placed (datetime).

date time

yyyy-mm-dd hh:mm:ss

Filter

YES

dimension

Call Type

Possible values:
abandoned, inbound, missed, short_abandoned, voicemail, outbound connected, outbound not connected.

string

Call Identification

YES

dimension

CSAT Survey Date

The time when the Sentiment CSAT survey was sent to the caller (date).

time

yyyy-mm-dd

Call Identification

YES

dimension

CSAT Survey Time

The time when the Sentiment CSAT survey was sent to the caller (datetime).

time

yyyy-mm-dd hh:mm:ss

Call Identification

YES

dimension

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).

string

Call Identification

YES

dimension

Description

The note the agent took at the end of the call

string

Call Identification

YES

dimension

Disposition

The disposition code applied to the call.

string

Call Identification

YES

dimension

External Phone Number

Phone Number to where the call was forwarded.

number

Call Identification

YES

dimension

False Abandoned Threshold

Limit in seconds configured to consider a call short-abandoned.

number

Call Identification

YES

dimension

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).

string

Call Identification

YES

dimension

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.

sum

0.0

Call Metrics

YES

measure

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.

sum

0.0

Call Inbound Metrics

YES

measure

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.

sum

0.0

Call Outbound Metrics

YES

measure

In Business Hours? (Yes / No)

Whether or not the call was placed or received during business hours.

string

Call Identification

YES

dimension

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)

count

00

Call Inbound Metrics

YES

measure

Inbound Calls Answered

Total number of incoming calls answered by an agent.

count

00

Call Inbound Metrics

YES

measure

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)

count

00

Call Inbound Metrics

YES

measure

Inbound Calls Missed

All incoming missed calls, includes outside of business hours.

count

00

Call Inbound Metrics

YES

measure

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)

count

00

Call Inbound Metrics

YES

measure

Inbound Calls Short Abandoned

Number of incoming calls where the caller hungup before the configured threshold for short abandoned calls (see false abandoned).

count

00

Call Inbound Metrics

YES

measure

Inbound Calls Voicemail

Total number of voicemails.

count

00

Call Inbound Metrics

YES

measure

Interaction ID

Call/Interaction unique identifier.

string

Call Identification

YES

dimension

Is Call Forwarding? (Yes / No)

Whether or not the call was forwarded to another number.

string

Yes/No

Call Identification

YES

dimension

Is Callback From Queue? (Yes / No)

Whether or not the caller requested a callback from queue.

string

Yes/No

Call Identification

YES

dimension

Is External Transfer? (Yes / No)

Whether or not a call was forwarded to an external phone number.

string

Yes/No

Call Identification

YES

dimension

Is If No Answer? (Yes / No)

Whether or not the call was forwarded to the "If No Answer" number as a fallback.

string

Yes/No

Call Identification

YES

dimension

Is Transfer (Yes / No)

Whether or not the call was transferred.

string

Yes/No

Call Identification

YES

dimension

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.

string

0

Call Identification

YES

dimension

Longest Abandon Time

Longest time the caller was connected to the contact center before abandoning.

max

0.0

Call Identification

YES

measure

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.

max

0.0

Call Metrics

YES

measure

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.

max

0.0

Call Inbound Metrics

YES

measure

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.

max

0.0

Call Outbound Metrics

YES

measure

Longest Speed to Answer

Longest time it takes an agent to answer the call after it started ringing.

max

0.0

Call Metrics

YES

measure

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).

max

0.0

Call Metrics

YES

measure

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.

max

0.0

Call Inbound Metrics

YES

measure

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.

max

0.0

Call Outbound Metrics

YES

measure

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).

max

0.0

Call Outbound Metrics

YES

measure

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.

max

0.0

Call Inbound Metrics

YES

measure

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.

max

0.0

Call Outbound Metrics

YES

measure

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.

max

0.0

Call Metrics

YES

measure

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.

max

00.0%

Call Inbound Metrics

YES

measure

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.

max

00.0%

Call Outbound Metrics

YES

measure

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).

max

00.0%

Call Inbound Metrics

YES

measure

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.

max

0

Call Metrics

YES

measure

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.

max

0

Call Inbound Metrics

YES

measure

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.

max

0

Call Outbound Metrics

YES

measure

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.

min

00.0%

Call Inbound Metrics

YES

measure

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.

min

00.0%

Call Outbound Metrics

YES

measure

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).

min

00.0%

Call Inbound Metrics

YES

measure

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.

min

0

Call Metrics

YES

measure

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.

min

0

Call Inbound Metrics

YES

measure

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.

min

0

Call Outbound Metrics

YES

measure

Mood Prompted (Yes / No)

Whether or not the mood survey was prompted to the agent in the after call work window.

string

Yes/No

Call Identification

YES

dimension

Number of Outbound Dialer Campaigns

The total number of Outbound Dialer campaigns.

number

Number of Outbound Dialer Record Lists

The total number of Outbound Dialer Record Lists

number

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.

count

00

Call Outbound Metrics

YES

measure

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.

count

00

Call Outbound Metrics

YES

measure

Outbound Calls Voicemail

Outbound call that is a blind transfer to Ring Group but ends in Voicemail.

count

00

Call Outbound Metrics

YES

measure

Outbound Dialer Abandon Rate

Percentage 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 agent

The average number of calls/attempts made until a record is connected to an agent.

number

Outbound Dialer Call Attempt Number

The 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 Date

The date when the Outbound Dialer campaign was created.

date

Outbound Dialer Campaign Name

The name of the Outbound Dialer campaign.

string

Outbound Dialer Campaign State

The current state of the Outbound Dialer campaign.

string

Outbound Dialer Contact State

The state of the record after the Outbound Dialer call/attempt was made. It can be "FINAL" or "RETRY".

string

Outbound Dialer Pickup Rate

Percentage of Outbound Dialer calls which were successfully answered.

percentage

Outbound Dialer Record Count

The total number of records included in an Outbound Dialer Record List.

number

Outbound Dialer Record List Created At Date

The date when the Outbound Dialer Record List was created.

date

Outbound Dialer Record List Name

The name of the Outbound Dialer Record List.

string

Outbound Dialer System Disposition

The 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 Mode

The 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).

string

Call Identification

YES

dimension

Recording

Link to Recordings API endpoint containing the recordings for this call.

string

url

Call Identification

YES

dimension

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.

string

Call Identification

YES

dimension

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.

number

00.0%

Call Inbound Metrics

YES

measure

Service Level Threshold

The limit of wait time to measure your service against (80/20 is the industry standard).

number

00

Call Identification

YES

dimension

Shortest Abandon Time

Shortest time the caller was connected to the contact center before abandoning.

min

0.0

Call Inbound Metrics

YES

measure

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.

min

0.0

Call Metrics

YES

measure

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.

min

0.0

Call Inbound Metrics

YES

measure

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.

min

0.0

Call Outbound Metrics

YES

measure

Shortest Speed to Answer

Shortest time it takes an agent to answer the call after it started ringing.

min

0.0

Call Metrics

YES

measure

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).

min

0.0

Call Metrics

YES

measure

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.

min

0.0

Call Inbound Metrics

YES

measure

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.

min

0.0

Call Outbound Metrics

YES

measure

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).

min

0.0

Call Metrics

YES

measure

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.

min

0.0

Call Inbound Metrics

YES

measure

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.

min

0.0

Call Outbound Metrics

YES

measure

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.

min

0.0

Call Metrics

YES

measure

*Shortest Waiting Time Inbound

The shortest wait time the caller waited for their call to be answered or to go to voicemail, in seconds (includes inbound answered only).

min

0.0

Call Inbound Metrics

YES

measure

Speed to Answer

Time it takes an agent to answer the call after it started ringing.

sum

0.0

Call Metrics

YES

measure

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.

sum

0.0

Call Metrics

YES

measure

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.

sum

0.0

Call Inbound Metrics

YES

measure

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.

sum

0.0

Call Outbound Metrics

YES

measure

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).

string

Call Identification

YES

dimension

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.

string

Call Identification

YES

dimension

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).

string

YES

dimension

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).

count

Call Metrics

YES

measure

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.

sum

0.0

Call Metrics

YES

measure

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.

sum

0.0

Call Inbound Metrics

YES

measure

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.

sum

0.0

Call Outbound Metrics

YES

measure

Total Inbound Calls

All incoming calls, which includes answered, missed, abandoned, short abandoned and voicemail calls.

sum

Call Inbound Metrics

YES

measure

Total Outbound Calls

All outgoing calls, which includes outbound connected, outbound not connected and outbound voicemails.

sum

Call Outbound Metrics

YES

measure

Total Outbound Dialer Calls

Total 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.

string

Call Identification

YES

dimension

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.

sum

0.0

Call Metrics

YES

measure

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).

sum

0.0

Call Inbound Metrics

YES

measure