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API Explore Calls Report: Overview

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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

agent_disconnected

agent_disconnected

agent_name

user_name

agent_speed_to_answer

total_ringing_time

call id

call_id

callback_from_queue?

is_callback_from_queue

csat_score

csat_score

csat_survey_time

csat_survey_time

customer_phone_number

contact_phone_number

description

notes

disposition_code

disposition_code

end_time

end_at

handling_agent

handling_user_name

hangup

holding_time

hold_time

in_business_hours?

is_in_business_hours

interaction_id

call_id

ivr_options

ivr_options

mood

mood

mood_prompted?

is_mood_prompted

phone_display_name

talkdesk_phone_display_name

rating

user_voice_rating

rating_reason

rating_reason

recording

recording_url

start_time

start_at

tags

ring_groups

talk_time

talk_time

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.

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