Read Your Exported Analytics
- 14 Mar 2024
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Read Your Exported Analytics
- Updated on 14 Mar 2024
- 22 Minutes to read
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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:
Visit this Help Center article to review all definitions. |
categories | Indicates whether a call was:
|
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. 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:
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:
|
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 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:
|
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)
|
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_occurances | Number of times the call is in a ringing state. |
| hold_occurances | Number of times the call was placed on hold. |
| queued_occurances | Number of times a Contact Center or Department call is queued. |
| participant_type | Designates the participant type during fan-out calls:
|
Don't forget
Don't forget, 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:
|
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. |
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:
|
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 |
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 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. |
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 | 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; *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 | |
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”. |
all_calls | Number of total calls made or received. |
inbound_calls | Total number of calls with an inbound direction. |
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:
|
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:
|
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 |
Text statistics export
Field | Description |
|---|---|
date | Date |
user_id | ID automatically assigned to all users |
name | Name of user |
| 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 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
|
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 Support 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 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
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 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:
These exports are only available for Contact Center usage.
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 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: |
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: |
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: |
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: |
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: |
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: |
| 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: |
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
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. 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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