The current Calls Report extracted via the Explore API outmatches the report you see in the Explore platform. Thus, a new report is now available via the Explore API => Explore Calls Report.
Every time a change is made to this report in the Explore platform, the Explore Calls Report will also change.
To access the new report, please follow the explore_calls type in the Explore API - Calls Report path: /data/reports/explore_calls/jobs.
What are the differences between the old endpoint and the new one?
|
Explore_Calls Report fields |
Legacy Calls Report fields |
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agent_disconnected |
agent_disconnected |
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agent_name |
user_name |
|
agent_speed_to_answer |
total_ringing_time |
|
call id |
call_id |
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callback_from_queue? |
is_callback_from_queue |
|
csat_score |
csat_score |
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csat_survey_time |
csat_survey_time |
|
customer_phone_number |
contact_phone_number |
|
description |
notes |
|
disposition_code |
disposition_code |
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end_time |
end_at |
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handling_agent |
handling_user_name |
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hangup |
— |
|
holding_time |
hold_time |
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in_business_hours? |
is_in_business_hours |
|
interaction_id |
— |
|
— |
call_id |
|
ivr_options |
ivr_options |
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mood |
mood |
|
mood_prompted? |
is_mood_prompted |
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phone_display_name |
talkdesk_phone_display_name |
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rating |
user_voice_rating |
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rating_reason |
rating_reason |
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recording |
recording_url |
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start_time |
start_at |
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tags |
ring_groups |
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talk_time |
talk_time |
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talkdesk_phone_number |
talkdesk_phone_number |
|
team |
team_name |
|
transfer? |
is_transfer |
|
waiting_time |
wait_time |
In the Explore API - Explore Calls Report, there is a new field: Hangup. However, there are some fields that no longer only exist in the new endpoint.
Which are the fields that don’t exist in the new Explore API - Explore Calls Report?
- callsid.
- user_id.
- user_email.
- total_time.
- abandon_time.
- handling_user_id.
- handling_user_email.
- is_external_transfer.
- is_if_no_answer.
- is_call_forwarding.
- team_id.
- data_status.
Note: By default, the Explore Calls Report only shows the Valid records.