Call Log Detail Report
Call Log Details
This report will provide details for each call made through the Capacity platform.
Running the Report
To access this report, navigate to Analytics > Baseline CSV Reports > Create Reports.
Select the Call Log Detail report from the list and specify your filter dates to run the report. You can also choose to filter by Voice Line.
The report is also available via our Call Log Detail API endpoint.
Some Questions the Report Answers
- How many calls were made within x time frame?
- How many calls were classified with x resolution type?
- How many calls were abandoned?
- What voice lines take the most calls?
- How long are calls on average?
- What is my monthly minute usage for calls each month?
Data Columns
Below is the list of columns you can expect to receive from this report.
| Column Name | Value Description |
|---|---|
| voice_line_name | The name given to the voice line that made or received the call. |
| voice_line_phone_number | The phone number of the voice line that made or received the call. |
| call_id | Our system Id for the call log. |
| start_time_utc | The start time of the call in UTC. |
| duration_seconds | The duration of the call in seconds. |
| transfer_seconds | The length of time to initiate a call transfer. |
| resolution_type | This will either be Conversion, Escalation, or empty if left blank in the conversation. |
| resolution | This is the value of the resolution subtype. |
| is_abandoned | A boolean that indicates if the call was abandoned prior to the flow completion. |
| call_origin | Denotes if the call was inbound or outbound. |
| dialed_number | The date and time that the automation was last updated. |
| caller_first_name | If the first name exists in the CRM, we will populate it here. |
| caller_last_name | If the last name exists in the CRM, we will populate it here. |
| call_recording_url | The URL to the voice log record in the console that provides access to a downloadable transcript file and audio recording file. |