The Explore API provides you with three ways to extract the same data that you can get from the default Explore Calls Report.
To access these three reports, you can leverage the calls, the explore_calls and the explore_calls_all_data_status types in the Explore API:
- Calls Report - path: /data/reports/calls/jobs
- Explore Calls Report - path: /data/reports/explore_calls/jobs
- Explore Calls All Data Status Report - path: /data/reports/explore_calls_all_data_status/jobs
What are the differences between the reports?
The differences are:
- The Explore Calls Report only shows the Valid records, while the Explore Calls All Data Status Report shows both Valid and Damaged records through the additional field, data_status.
- The Explore Calls All Data Status Report has an additional field: agent_email.
- The Calls Report has the same layout as the Calls Report of the Legacy Reporting API.
|
Explore Calls Report fields |
Explore Calls All Data Status Report fields |
Legacy Calls Report fields |
|
agent_disconnected |
agent_disconnected |
agent_disconnected |
|
agent_name |
agent_name |
user_name |
|
agent_speed_to_answer |
agent_speed_to_answer |
total_ringing_time |
|
call id |
call id |
call_id |
|
callback_from_queue? |
callback_from_queue? |
is_callback_from_queue |
|
csat_score |
csat_score |
csat_score |
|
csat_survey_time |
csat_survey_time |
csat_survey_time |
|
customer_phone_number |
customer_phone_number |
contact_phone_number |
|
description |
description |
notes |
|
disposition_code |
disposition_code |
disposition_code |
|
end_time |
end_time |
end_at |
|
handling_agent |
handling_agent |
handling_user_name |
|
hangup |
hangup |
— |
|
holding_time |
holding_time |
hold_time |
|
in_business_hours? |
in_business_hours? |
is_in_business_hours |
|
interaction_id |
interaction_id |
— |
|
— |
— |
call_id |
|
ivr_options |
ivr_options |
ivr_options |
|
— |
mood |
— |
|
— |
mood_prompted? |
— |
|
phone_display_name |
phone_display_name |
talkdesk_phone_display_name |
|
rating |
rating |
user_voice_rating |
|
rating_reason |
rating_reason |
rating_reason |
|
recording |
recording |
recording_url |
|
start_time |
start_time |
start_at |
|
tags |
tags |
ring_groups |
|
talk_time |
talk_time |
talk_time |
|
talkdesk_phone_number |
talkdesk_phone_number |
talkdesk_phone_number |
|
team |
team |
team_name |
|
transfer? |
transfer? |
is_transfer |
|
waiting_time |
waiting_time |
wait_time |
|
— |
agent_email |
— |
|
— |
data_status |
— |