Read Your Exported Analytics

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Let's take a closer look at understanding the data in each exported report.

Call logs export

Field	Description
date_started	The date and time that a call is received by the Dialpad system.
call_id	A unique ID automatically assigned to each call. We generate new call IDs most of the time a call is transferred. Entry point call and user call have different call IDs as well.
category (deprecated August 2022 — only available for historic data)*	Indicates whether a call was: Incoming: an inbound call that was connected Outgoing: an outbound call that was connected Missed: an inbound call where users were rung but didn't accept Abandoned: an inbound call that did not ring any users Canceled: an outgoing call initiated by a Dialpad user and hung up before someone answers Forwarded: an inbound call that was redirected to an alternate number Callback_requested: an inbound call where the caller has requested for a callback Callback_connected: Call made to fulfill an in-queue callback request, where the original caller accepted the callback and connected with an agent. Callback_cancelled: Call made to fulfill an in-queue callback request, where the original caller declined or did not answer the callback. Callback_unconnected: Call made to fulfill an in-queue callback request that was accepted by the caller, but ended without connecting to an agent. Visit this Help Center article to review all definitions.
categories	Indicates whether a call was: Incoming: an inbound call that was connected Outgoing: an outbound call that was connected Missed: an inbound call where users were rung but didn't accept Abandoned: an inbound call that did not ring any users Canceled: an outgoing call initiated by a Dialpad user and hung up before someone answers Unanswered_transfer: an inbound forwarded/transferred call divided into 5 subcategories Router transfer Auto transfer Forward transfer DTMF transfer Scripted IVR transfer Callback_requested: an inbound call where the caller has requested for a callback Callback_connected: Call made to fulfill an in-queue callback request, where the original caller accepted the callback and connected with an agent. Callback_cancelled: Call made to fulfill an in-queue callback request, where the original caller declined or did not answer the callback. Callback_unconnected: Call made to fulfill an in-queue callback request that was accepted by the caller, but ended without connecting to an agent. Other: Calls that do not fall into any of the above categories
campaign_id	A unique ID assigned by Power Dialer to a campaign that relates a specific call with the corresponding Power Dialer campaign.
direction	Call direction indicating if the call was outbound or inbound.
external_number	The phone number of the other party.
internal_number	The phone number of the Dialpad user or group who owns this call. Note: Users without an assigned number will be given a fake number starting with 803 for routing purposes If a group line has no number, then this field will default to showing the office's mainline number.
date_first_rang	Timestamp of the first time a Dialpad user was rung. See also date_rang. This is a new timestamp as of mid-June 2020.
date_queued	Timestamp of when an inbound Contact Center call is placed in the Hold Queue.
date_rang	Timestamp when the call started to ring before it was answered (effectively the ringing start time of when it was successfully answered). May appear blank if: The caller hung up before we could detect ringing The user has IVR settings that put callers directly to VM It is an outbound call Example: If the call rings 3 people and the third person answers it, this is the timestamp. If selected, Agents or Operators should be rung immediately. If not, menu or greeting and then date_rang or date_queued.
date_connected	Timestamp when the call connects to an Agent, Operator, or user. May appear blank if: Dialpad did not detect a date_rang value Agent did not answer (Contact Center)
date_ended	Timestamp when the call was hung up.
target_id	Unique ID automatically assigned to the Office, Department, user, or group.
target_kind	Indicates whether the target was an Office (Main Line), Department, Contact Center, room, or user.
target_type	User, Dept., Contact Center, Office (Mainline), Room Phone, etc.
name	Name of the target.
email	Email of the user who handled the call; may appear blank if unanswered.
was_recorded	Indicates if the call was recorded manually or automatically, but not Admin call recordings.
entry_point_target_id	Where the call originated from
entry_point_call_id	A group call may result in multiple calls being created with separate call ID's. This data point ties the child call leg ( aka 'fan outs') back to the parent call leg. Actions leading to new call ID include: Group call Transfer (manual and automatic)
proxy_target_id	Caller ID used for outbound calls. If a value appears, the call was placed with an outbound ID other than the User's direct line
voicemail	Whether or not a voicemail was left
transferred_to	Phone number that the call was transferred to
transferred_to_contact_id	Unique ID associated with the contact that the call was transferred to
transferred_from_target_id	Unique ID associated with the Main Line, Department, or user that transferred the call
office_id	Unique ID associated with the Office where this call record exists
company_id	Unique ID associated with the company where this call record exists
device	Android, Desk_Phone, Desktop_App, Web_app Forwarding_Number, iPad, iPhone
salesforce_activity_id	Unique ID of the Salesforce record that was created when this call was logged
timezone	Timezone of target (e.g. US/Pacific)
availability	Indicates whether the call was received during 'open' or 'closed' hours
time_in_system	date_connected - date_started (Only included for Contact Center targets)
time_to_answer	(date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang) (Only included for Contact Center targets)
callback_type	In-queue callback feature; callback_request, callback_fulfilled, and callback_cancelled
callback_id	Unique ID associated with the callback request.
master_call_id	Unique ID associated with transferred calls to track each call_id back to a master_call_id.
hold_duration	Length of time the Caller was on hold (noted in minutes).
talk_time *Also known as talk_duration	Total talk time (noted in minutes).
queued_duration	Total time spent in the queue (noted in minutes).
ringing_duration	Total time the call rang (noted in minutes).
date_callback_connected	Date when the callback connected to the requester.
date_callback_ended	Date in which the callback ended.
date_anonymized	Timestamp when a call was deleted. *When a call is deleted, the date_anonymized will be non-null.
ringing_occurences	Number of times the call is in a ringing state.
hold_occurences	Number of times the call was placed on hold.
queued_occurences	Number of times a Contact Center or Department call is queued.
participant_type	Designates the participant type during fan-out calls: Operator: standard agent/operator fanout listen_in: fanout where the Supervisor listened in whisper: fanout where the Supervisor whispered to the agent barge_in: fanout where the Supervisor barged in take_over: fanout where the Supervisor took over the call
callback_agent_missed_rejected	Number of callbacks that reached the customer but were missed or rejected by the agent.
direct_callback_agent_missed_rejected	Number of callbacks that connected to an agent but were either rejected or missed by the agent.
direct_callback_cancelled	Number of callbacks that connected to the customer but were not answered.
is_internal	Indicates whether the call was internal or external. True: The call happens between users within the same company. False: The call involves someone outside the company.

Note
Any calls that happened less than 24 hours from the date you export will not show up on your reports.

Call disposition logs export

Field	Description
date_started	The date and time that a call is received by the Dialpad system.
call_id	Unique ID automatically assigned to each call. We generate a new call and call_id when a call is transferred. Entry point calls and fanout user calls will have different call_ids as well.
operator_id	Unique ID automatically assigned to the operator who handled the call.
operator_name	Name of the operator who handled the call. This may appear blank if the call went unanswered. (Not included for Office Targets)
operator_email	Email address of the operator target who handled the call. This may appear blank if the call went unanswered. (Not included for Office Targets)
disposition	Disposition that the operator assigned to the call. This may appear blank if no disposition was assigned.
subdisposition	Subdisposition that the operator assigned to the call. This may appear blank if no sub-disposition was assigned. If multiple dispositions are set, the export will display as: disposition_1 subdisposition_1 disposition_2 subdisposition_2
direction	Call direction indicating whether a call was made (outbound) or received (inbound).
external_number	The phone number of the contact.
internal_number	The phone number of the target/user. Users without an assigned number will be given a fake (dialpadistan) number starting with 803 for routing.
date_rang	Timestamp when the call started to ring before it was answered. If multiple fanout calls are created for one entrypoint call, date_rang will be the datetime of the last fanout call. This field may appear blank if the caller hung up before we could detect ringing, or if the user has routing settings that put callers directly to an IVR menu, forwarding number, or voicemail, or if it is an outbound call.
date_queued	Timestamp of when an inbound Contact Center call is placed in the hold queue.
date_connected	Timestamp when the call connects to an agent, operator, or user. May appear blank if Dialpad did not detect a date_rang value, or no agent/operator answered the call.
date_ended	Timestamp when the call was hung up.
target_id	Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.
target_kind	Indicates whether the target was an Office, Department, CallCenter, StaffGroup, UserProfile, Room, CoachingGroup, CallRouter, DynamicCaller, Channel, or CoachingTeam.
office_id	Unique ID associated with the Office where this call record exists. This is the office of the call's target.
company_id	Unique ID associated with the company where this call record exists.
salesforce_activity_id	Unique ID of the Salesforce record that was created when this call was logged.
recording_url	Unique url for the call_recording.mp3 of the call, if call recording was set up for the office. Call recording is available to customers with Pro or Enterprise plans.
note	Notes the operator made for the call. This may appear blank if the operator did not make any notes for the call.
timezone	Timezone of target (e.g. US/Pacific).

Daily statistics export

Field	Description
date	Date that the call activity occurred.
all_calls	Total number of all calls (inbound, outbound, missed, abandoned, and canceled).
inbound_calls	Total number of calls with an inbound direction. These can be any of the following call types: answered, missed, abandoned, voicemail, unanswered transfer, spam, message, or callbacks requested.
outbound_calls	Total number of calls with an outbound direction. These can be any of the following call types: outbound connected, cancelled, or callback attempts.
voicemails	Number of voicemails; filter for voicemails and missed calls if you want total missed calls. On the Analytics page, this is how missed calls are counted, with voicemails not being counted as an independent (in grey).
missed	Number of missed calls.
abandoned	Number of abandoned calls.
forwarded	Number of calls forwarded (only visible for data prior to Jan 1, 2022). After Jan 1, 2022, forwarded was replaced with the following: Router transfer Auto transfer Forward transfer DTMF transfer Scripted IVR transfer
canceled	Number of canceled calls; outbound call that just rang out and did not connect either to a human or voicemail.
minutes	Total number of minutes on all calls.
ACD	Average call duration of all connected completed inbound and outbound calls (noted in minutes).
AHT	Average handle time (Only available when selecting Contact Center targets)
inbound_minutes	Number of inbound minutes.
outbound_minutes	Number of outbound minutes.
service_level	The count of calls that hit service level, not the percentage. (Only available when selecting Contact Center targets)
time_in_system	Average Time (Only available when selecting Contact Center targets)
callbacks_requested	Inbound call that the caller requested a callback for.
callbacks_completed	Dialpad placing an outbound call to the caller who requested a callback.
callbacks_cancelled	Caller declined the callback.
open_inbound_calls	Number of inbound calls received during open hours. (Only available when selecting Contact Center targets)
open_missed_calls	Number of missed calls during open hours. (Only available when selecting Contact Center targets)
callbacks_connected	Number of completed outbound calls to the caller who requested a callback, successfully connected to an agent
callbacks_unconnected	Number of completed outbound calls to the caller who requested a callback, but were not successfully connected to an agent
missed_voicemails	Missed calls that resulted in a voicemail
direct_voicemails	Calls that went direct to voicemail
missed_forwarded	Missed calls that were the result of a forward
asa	Average speed to answer; calculation: (date_connected or date_callback_connected) - (earliest of date_queued or date_first_rang) / number of calls
open_abandoned_calls	Number of abandoned calls during open hours. (Only available when selecting Contact Center targets)
short_abandoned	Count of the number of calls classified as short-abandoned (Only available when selecting Contact Center targets)
avg_hold_duration	Average time spent on hold (noted in minutes).
hold_duration	Total time spent on hold (noted in minutes).
talk_time *Also known as talk_duration	Total talk time (noted in minutes).
avg_talk_time	Average talk time (noted in minutes).
ringing_duration	Total time spent ringing (noted in minutes).
avg_ringing_duration	Average time spent ringing (noted in minutes).
queued_duration	Total time spent in queue (noted in minutes).
avg_queued_duration	Average time spent in queue (noted in minutes).
wrapup_duration	Total time spent in wrap up (noted in minutes).
avg_wrapup_duration	Average time spent in wrap up (noted in minutes).
handled	Total number of handled calls.
answered	Total number of answered calls.
answered_transferred	Total number of answered calls that were transferred.
message	Total number of calls routed to a pre-recorded message.
spam	Total number of spam calls.
in_queue_voicemail	Total number of calls that went to voicemail from the queue.
dtmf_voicemail	Total number of calls that were unanswered and ended in IVR to leave a voicemail. These calls must have voicemails.
direct_to_voicemail	Total number of calls that went directly to voicemail.
transfer_voicemail	Total number of calls that were transferred to voicemail.
outbound_connected	Total number of outbound calls that connected to their target.
connected_transferred	Total number of outbound calls that transferred.
transferred_out	Total number of calls that were transferred to other targets
transferred_in	Total number of calls that were transferred from other targets into this target.
dtmf_transfer	Total number of calls that were auto transferred via an automated response menu.
auto_transfer	Total number of calls that were transferred to another office, Contact Center, department, geo router, team member, or room phone.
router_transfer	Total number of calls that were transferred based on the caller’s area code
forward_transfer	Total number of calls that were transferred from a desk phone to another number
timezone	Timezone of target (e.g. US/Pacific).
scripted_ivr_transfer	Total number of calls that were transferred via a scripted IVR workflow

User statistics export

Field	Description
date	Indicates each date where there was call activity for that user.
user_id	A unique ID that is automatically assigned to all users.
name	Name of user.
email	Email associated with that user.
type	User or Room.
all_calls	Total number of all calls (inbound, outbound, missed, abandoned, and canceled).
inbound_calls	Total number of calls with an inbound direction. These can be any of the following call types: answered, missed, abandoned, voicemail, unanswered transfer, spam, message, or callbacks requested.
outbound_calls	Total number of calls with an outbound direction. These can be any of the following call types: outbound connected, cancelled, or callback attempts.
callbacks_cancelled	Number of callback calls that were not connected
voicemails	Number of voicemails. Data deleted in Analytics will be permanently gone and unable to retrieve. Filter for voicemails and missed calls only if you want total missed calls. On the Analytics page, this is how missed calls are counted, with voicemails not being counted as an independent event (in grey).
other_voicemail	Number of other voicemails.
missed	Number of missed calls.
abandoned	Number of abandoned calls.
forwarded	Number of calls forwarded (only visible for data prior to Jan 1, 2022). After Jan 1, 2022, forwarded was replaced with the following: Router transfer Auto transfer Forward transfer DTMF transfer Scripted IVR transfer
router_transfer	Number of calls that were transferred based on the area code.
auto_transfer	Number of calls that were router transferred.
forward_transfer	Number of calls that were transferred from a desk phone.
dtmf_transfer	Number of calls that were transferred by an auto response menu.
unanswered_transfer	Number of unanswered transferred calls.
answered_transfer	Number of answered calls that were then transferred.
transferred_out	Number of calls transferred out.
transferred_in	Number of received transferred calls.
canceled	Number of canceled calls; outbound calls that only rang, never connected by human or voicemail.
minutes	Total number of minutes on all calls.
ACD	Average call duration of the Users's connected completed inbound and outbound calls (noted in minutes).
AHT	Average handle time; Calculation: average call duration + (total wrap-up time / (# of inbound connected calls + # of outbound connected calls)) Noted in minutes Only available when selecting Contact Center targets
inbound_minutes	Number of inbound minutes.
outbound_minutes	Number of outbound minutes.
internal_calls	Number of calls that were connected between users within the same company entity in Dialpad.
forwarding_number	Number of times calls were answered via a forwarding phone number and will show when the user answers the call on any PSTN device, including carrier calling on mobile; forwarding numbers are only for inbound calls.
desktop_app	Number of times calls were answered via a desktop app.
web_app	Calls used via the web app.
mobile_voip	'HD calls' on our mobile apps (iOS or Android).
desk_phone	Number of times calls were answered via a desk phone.
handled	Number of calls handled (this includes inbound, outbound, and callback calls).
answered	Number of connected inbound calls.
avg_hold_duration	Average time spent on hold (noted in minutes).
hold_duration	Total time spent on hold (noted in minutes).
talk_duration	Total talk time (noted in minutes).
avg_talk_duration	Average talk time (noted in minutes).
ringing_duration	Total time spent ringing (noted in minutes).
avg_ringing_duration	Average time spent ringing (noted in minutes).
queued_duration	Total time spent in queue (noted in minutes).
avg_queued_duration	Average time spent in queue (noted in minutes).
wrapup_duration	Total time spent in wrap up (noted in minutes).
avg_wrapup_duration	Average time spent in wrap up (noted in minutes).
spam	Indicates if the call was flagged as spam

Group statistics export

Field	Description
name	Name of the user/group target.
type	Indicates whether the target was a “department” or “call_center”. (Note: these are the only target types supported currently by this export)
all_calls	Number of total calls made or received.
inbound_calls	Total number of calls with an inbound direction. These can be any of the following call types: answered, missed, abandoned, voicemail, unanswered transfer, spam, message, or callbacks requested.
outbound_calls	Total number of calls with an outbound direction. These can be any of the following call types: outbound connected, cancelled, or callback attempts.
voicemails	Number of voicemails received.
missed	Number of missed calls for the given target.
abandoned	Number of abandoned calls received by this target.
cancelled	Number of cancelled calls for the given target.
minutes	The total number of minutes spent on all calls.
acd	Average call duration of the group's connected completed inbound and outbound calls (noted in minutes).
aht	The target user or group's average handle time in minutes.
inbound_minutes	Number of minutes spent on inbound connected calls.
outbound_minutes	Number of minutes spent on outbound connected calls.
time_in_system	The time in system for calls for the given target. Note: time_in_system is an average over all inbound connected calls for the given target.
service_level	Number of above service level calls answered during open/holiday hours.
callbacks_requested	Number of inbound calls where the caller requested a callback.
callbacks_completed	Number of callbacks made to fulfill callback requests.
callbacks_canceled	Number of canceled callbacks where the caller missed or declined the callback.
callbacks_connected	Number of connected callbacks.
callbacks_unconnected	Number of unconnected callbacks.
missed_voicemails	Number of missed calls where the caller left a voicemail.
unanswered_transferred	Number of unanswered transferred calls.
missed_transferred	Total number of inbound calls that rang but no one picked and be transferred to other target.(dtmf_transfer, auto_transfer, router_transfer, forward_transfer)
short-abandoned	Number of short-abandoned calls.
handled	Total number of connected calls. Sum of outbound connected, inbound answered and callback connected.
answered	Total number of inbound answered calls
answered_transferred	Total number of calls that were answered and manually transferred
message	Total number of calls that were unanswered and go to message
spam	Total number of calls that are spam
in_queue_voicemail	Total number of calls where a caller selected the voicemail option from an automated response menu
dtmf_voicemail	Total number of calls that were unanswered and ended in IVR to leave a voicemail. These calls must have voicemails.
direct_to_voicemails	Number of calls that went directly to voicemail and the caller left a message.
transfer_voicemail	Total number of calls that were directly transferred to other target’s voicemail
other_voicemails	Total number of voicemail types where: The call did not ring and was sent directly to voicemail The caller was the queue, left a voicemail and ended the call The caller selected the voicemail option from an automated response menu Caller was transferred and automatically sent to a department’s or individual’s voicemail
outbound_connected	Total number of calls that were outbound connected.
connected_transferred	Total number of calls that were connected and manual transferred to other targets
transferred_out	Total number of calls that were transferred to other targets
transferred_in	Total number of calls that were transferred from other targets into this target
dtmf_transfer	Total number of calls that were auto transferred via an automated response menu.
auto_transfer	Total number of calls that were transferred to another office, Contact Center, department, geo router, team member, or room phone.
router_transfer	Total number of calls that were transferred based on the caller’s area code
forward_transfer	Total number of calls that were transferred from a desk phone to another number
forwarded	Number of calls forwarded (only visible for data prior to Jan 1, 2022). After Jan 1, 2022, forwarded was replaced with the following: Router transfer Auto transfer Forward transfer DTMF transfer Scripted IVR transfer
missed_forwarded	Number of missed calls that were forwarded via fallback routing options.
timezone	Timezone of target (e.g. US/Pacific).
avg_hold_duration	Average time spent on hold (noted in minutes).
hold_duration	Total time spent on hold (noted in minutes).
talk_duration	Total talk time (noted in minutes).
avg_talk_duration	Average talk time (noted in minutes).
ringing_duration	Total time spent ringing (noted in minutes).
avg_ringing_duration	Average time spent ringing (noted in minutes).
queued_duration	Total time spent in queue (noted in minutes).
avg_queued_duration	Average time spent in queue (noted in minutes).
wrapup_duration	Total time spent in wrap up (noted in minutes).
avg_wrapup_duration	Average time spent in wrap up (noted in minutes).
scripted_ivr_transfer	Total number of calls that were transferred via scripted IVR workflow.
dids	Phone numbers associated with the groups.

Text statistics export

Field	Description
date	Date
user_id	ID automatically assigned to all users
name	Name of user
email	Email of team member handling the call
type	User (in this case)
texts	Total number of texts
internal_texts	Number of texts to and received from users in your company
external_texts	Number of texts to and received from users outside your company
outgoing	Number of texts sent

Note
The export is the user's stats; users assigned as operators/agents may have higher inbound call volumes since we include inbound calls to Departments/Contact Centers as part of their metrics.

Text logs export

Field	Description
date	The date and time when the activity of the entry took place and triggering the creation of a new entry in the exported data.
message_id	A unique ID automatically assigned to each message.
name	Name of the user/group target.
email	Email address of the user/group target. In the call logs, this may appear blank if the call went unanswered.
target_type	Indicates whether the target was an office, department, call_center, staff, user, room, coaching_group, call_router, dynamic_caller, channel, or coaching_team.
target_id	Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.
sender_id	A unique ID automatically assigned to the sender of the message. This will be blank if the sender is not in the Dialpad system. This will be the same as target_id, if this is an outgoing message.
direction	The direction of the text Internal: outbound text messages External: inbound text messages
to_phone	Phone number for the recipient of the message.
from_phone	Phone number for the sender of the message.
encrypted_text	Encrypted text of the message.
encrypted_aes_text	Message plain text content.
mms	Unique url to the mms message content.
timezone	Timezone of target (e.g. US/Pacific).

Note
The Text Logs export option is not enabled by default. If you would like access, reach out to our Customer Care team.

Voicemail export

Field	Description
call_id	Unique ID automatically assigned to each call. We generate a new call and call_id when a call is transferred. Entry point calls and fanout user calls will have different call_ids as well.
target_id	Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.
name	Name of the user/group target.
email	Email address of the user/group target. In the call logs, this may appear blank if the call went unanswered.
external_number	The phone number of the contact.
internal_number	The phone number of the target/user. Users without an assigned number will be given a fake (dialpadistan) number starting with 803 for routing.
date	The date and time when the activity of the entry took place and triggering the creation of a new entry in the exported data.
date_listened	The date and time that the voicemail recording was listened to by the recipient.
listened_by_target_id	Unique ID of the target who listened to the voicemail recording.
listened_by_name	Name of the target who listened to the voicemail recording.
listened_by_email	Email for the target who listened to the voicemail recording.
recording_url	Unique URL for the voicemail_recording.mp3
transcription_text	Text transcript of the voicemail content.

Recordings export

Note
The export includes shared line and manually recorded calls, but not admin call recordings.

Field	Description
call_id	Unique ID automatically assigned to each call. We generate a new call and call_id when a call is transferred. Entry point calls and fanout user calls will have different call_ids as well.
target_id	Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.
name	Name of the user/group target.
email	Email address of the user/group target. In the call logs, this may appear blank if the call went unanswered.
operator_id	Unique ID automatically assigned to the operator who handled the call.
operator_name	Name of the operator who handled the call. This may appear blank if the call went unanswered.
operator_email	Email address of the operator target who handled the call. This may appear blank if the call went unanswered.
external_number	The phone number of the contact.
internal_number	The phone number of the target/user. Users without an assigned number will be given a fake (dialpadistan) number starting with 803 for routing.
date	The date and time when the activity of the entry took place and triggering the creation of a new entry in the exported data.
recording_url	Unique url for the call_recording.mp3 of the call, if call recording was set up for the office. Call recording is available to customers with Pro or Enterprise plans.
duration	Duration of the call recording (noted in minutes).
timezone	Timezone of target (e.g. America/Vancouver)

Agent status log exports

Note
Agent Status exports are only available for Contact Center users.

Field	Description
date	The date and time when the activity of the entry took place and triggering the creation of a new entry in the exported data.
record_id	Unique ID automatically assigned to each new entry in the exported data.
target_id	Unique ID automatically assigned to the user or group target. For text, this will correspond with the direction of the message.
availability_status	Indicates the agent’s availability status for the specific Contact Center associated with call_center_id.
on_duty_status	Indicates the agent’s global on-duty status for all Contact Centers to which they belong.
reason	Indicates the reason for going off duty. This may be a custom reason set for the Office, or a system reason such as ‘Missed Call’ or ‘occupied_other_cc’.
name	Name of the user/group target.
email	Email address of the user/group target. In the call logs, this may appear blank if the call went unanswered.
target_type	Indicates whether the target was an office, department, call_center, staff, user, room, coaching_group, call_router, dynamic_caller, channel, or coaching_team.
call_center_id	Unique ID automatically assigned to the Contact Center
setter_name	Name of the target that triggered the change in status. This will be blank if the status change was triggered internally and not set manually by a user or group.
setter_email	Email of the target that triggered the change in status. This will be blank if the status change was triggered internally and not set manually by a user or group.
setter_role	Indicates whether the user that triggered the change in status was a supervisor or operator. This will be blank, if the status change was not triggered by a user.
timezone	Timezone of target (e.g. US/Pacific).

Agent status statistics export

Field	Description
operator_id	Unique ID automatically assigned to the operator who handled the call.
name	Name of the user/group target.
available	Number of hours the agent was on duty and available to take calls for this Contact Center. This corresponds to the columns in the Agent Status Logs Export where the agent has: on_duty_status: available availability_status: available
occupied	Number of hours the agent was occupied on a call in this Contact Center. This corresponds to the columns in the Agent Status Logs Export where the agent has: on_duty_status in (occupied, occupied-end) availability_status in (occupied, occupied-end)
wrapup	Number of hours the agent was in wrapup time in this Contact Center. This corresponds to the columns in the Agent Status Logs Export where the agent has: on_duty_status in (wrapup, wrapup-end) availability_status in (wrapup, wrapup-end)
unavailable	Number of hours the agent was off_duty/unavailable for this Contact Center. This corresponds to the columns in the Agent Status Logs Export where the agent has: availability_status: unavailable. reason: None or verify_status
Handling Other Contact Center	Number of hours the agent was occupied on a call for a different Contact Center. This corresponds to the columns in the Agent Status Logs Export where the agent has: on_duty_status in (occupied, occupieed-end, wrapup, wrapup-end) availability_status: unavailable reason: occupied_other_cc
Missed Call	Number of hours the agent was off_duty/unavailable for this Contact Center after missing a call while they were On Duty. This corresponds to the columns in the Agent Status Logs Export where the agent has: on_duty_status: unavailable availability_status: unavailable reason: Missed call
Rejected	Number of calls the agent rejected (declined).
Ring No Answer	Number of calls that run to the agent but they did not answer.
custom_status	Number of hours the agent was off_duty with a custom status for this Contact Center. This corresponds to the columns in the Agent Status Logs Export where the agent has: on_duty_status: unavailable availability_status: unavailable reason: custom_status
timezone	Timezone of target (e.g. US/Pacific).

Note
The Custom Status columns are the Custom Agent Statuses that come after the default Agent Status columns. These columns are sorted in ASCIIbetical order (case sensitive). The order of the columns may change if a new status is added.

CSAT export

Field	Description
operator_id	A unique ID automatically assigned to the operator who handled the call.
operator_name	The name of the agent.
contact_name	The name of the contact (if available)
office_id	Unique ID associated with the Office where this call record exists.
call_id	A unique ID automatically assigned to each call. We generate new call IDs most of the time a call is transferred. Entry point call and user call have different call IDs as well.
target_kind	Indicates whether the target was an Office (Main Line), Department, Contact Center, room, or user.
target_id	Unique ID automatically assigned to the Office, Department, user, or group.
internal_endpoint	The phone number of the Dialpad user or group who owns this call. Note:Users without an assigned number will be given a fake number starting with 803 for routing purposes If a group line has no number, then this field will default to showing the office's mainline number.
external_endpoint	The phone number of the external party contacted for this call.
disposition	Disposition left by the agent at the end of the call.
survey_id	A unique ID automatically assigned to each survey.
question	The survey text sent to the customer. If CSAT is from an Ai prediction then this is: "CSAT prediction powered by Ai"
response	1-5 response from Customer for their Satisfaction (CSAT). 1=low satisfaction, 5=high satisfaction.
state	If they completed the survey or not after it was considered sent (empty if incomplete)
call_recording_url	Link to call recording (if enabled)
csat_transcription	Transcribed response from customer to follow up question (if DTMF Survey)
csat_recording_url	Recording from customer to follow up question (if DTMF Survey)
follow_up_question	The follow up question sent to the customer (if SMS survey)
follow_up_response	The response given by the customer (if SMS survey)

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