For AI agents: visit https://data-dictionary.talkdesk.com/llms.txt for an index of all pages formatted in Markdown and endpoints in OpenAPI.
| Metric Name | Description | Calculation | Metric Type |
|---|
| Total Calls | All outgoing calls, which includes outbound and outbound missed calls. | COUNT call type = outbound + outbound missed | Count |
| Answered Calls | Number of calls placed by the agent and that were answered by the customer (or by customer's voicemail). | COUNT call type = outbound | Count |
| Missed Calls | Number of calls placed by the agent that weren't answered by the customer or that were hung up by the agent before connecting to a customer or a voicemail. | COUNT call type = outbound missed | Count |
| Transferring | Number of outbound calls that when transferred did not get connected to a new agent and consequently entered the waiting queue and from there originated a voicemail. | COUNT call type = outbound AND hangup = transfer | Count |
| Abandoned While Holding | Number of outbound calls that when on hold the caller disconnects. | COUNT call type = outbound AND hangup = hold | Count |
| Total Duration | Total time (from start to end event) of all outgoing answered calls (call type outbound). | SUM duration of call type = outbound | Time in seconds |
| Average Duration | Average time (from start to end event) for outgoing answered calls (call type outbound). | AVG duration of call type = outbound | Time in seconds |
| Longest Duration | Longest time (from start to end event) for outgoing answered calls (call type outbound). | MAX duration of call type = outbound | Time in seconds |
