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
In the
0.0format, which refers to durations, the way to interpret it is as follows: if you have a contact where the hold time is 12.7 seconds, then this hold time will be 12 seconds and 700 milliseconds.
| 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 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. | string | Call Identification | YES | dimension | |
| Agent Disconnected | Allows 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. This field is marked as 'Yes' when the agent clicks the end call button. The field will be marked as 'No' if the call is disconnected due to connectivity problems beyond the agent's control. | String | Yes/No | Contacts | N/A | dimension |
| Agent Disconnected % | Helps to know among the calls the agent handled, what % of the calls were disconnected by him. | Percentage | ## .#% | Contacts | N/A | measure |
| 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 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 missed 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. The IVR Options only populate data when users are using Classic IVR. This does not apply to Studio. If your call is being routed in Studio this field will show as 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 |
| 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. | 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 |
Updated 6 months ago