Query Call Report Detail

Query call details in specific IVR/Queue/Agent report.

Request URL

GET {base_url}/{api_path}/call_report/detail?access_token={access_token}

Note: To enhance system performance, Cloud One has upgraded the CDR module in version 83.21.0.117 with a new data structure for clearer display and more comprehensive call details. The system gradually deletes old CDRs and related call report data according to the CDR Auto Cleanup setting.

Before old call report data are cleaned up, new and historical data are managed separately - openapi/v2.0 for new data and openapi/v1.0 for historical data. Make sure to use the appropriate API path based on the type of data that you want to retrieve.

Request parameters

Parameter	Available	Required	Type	Description
type	This parameter is available in all call report types.	Yes	String	Call report type. Valid value: ivr: IVR report. aireceptionistcallactivity: AI Receptionist Call Activity report. queueperformance: Queue Performance report. queueperformanceactivity: Queue Performance Activity report. queueagentperformance: Agent Performance report.
my_report_id	This parameter is available in user-created reports.	Yes	Integer	The ID of a user-created report. Note: You can query report ID using Query My Reports List.
start_time	This parameter is available when querying the following types of reports. IVR Report Queue Performance Agent Performance	Yes	String	Specify the start time to filter report. Note: The time format depends on the date and time display format of PBX (set in System > Date and Time > Display Format on PBX). Examples: If the display format is Month/Day/Year and is 24-hours format, then the valid time format is MM/DD/YYYY HH:mm:ss. If the display format is Year/Month/Day and is 12-hours format, then the valid time format is YYYY/MM/DD HH:mm:ss AM or YYYY/MM/DD HH:mm:ss PM.
end_time	This parameter is available when querying the following types of reports. IVR Report Queue Performance Agent Performance	Yes	String	Specify the end time to filter report. Note: The time format depends on the date and time display format of PBX (set in System > Date and Time > Display Format on PBX). Examples: If the display format is Month/Day/Year and is 24-hours format, then the valid time format is MM/DD/YYYY HH:mm:ss. If the display format is Year/Month/Day and is 12-hours format, then the valid time format is YYYY/MM/DD HH:mm:ss AM or YYYY/MM/DD HH:mm:ss PM.
detail_time_begin	This parameter is available when querying the following types of reports. IVR Report Queue Performance Agent Performance	Yes	String	Specify the start time to filter call details. Note: The time format depends on the date and time display format of PBX (set in System > Date and Time > Display Format on PBX). Examples: If the display format is Month/Day/Year and is 24-hours format, then the valid time format is MM/DD/YYYY HH:mm:ss. If the display format is Year/Month/Day and is 12-hours format, then the valid time format is YYYY/MM/DD HH:mm:ss AM or YYYY/MM/DD HH:mm:ss PM.
detail_time_end	This parameter is available when querying the following types of reports. IVR Report Queue Performance Agent Performance	Yes	String	Specify the end time to filter call details. Note: The time format depends on the date and time display format of PBX (set in System > Date and Time > Display Format on PBX). Examples: If the display format is Month/Day/Year and is 24-hours format, then the valid time format is MM/DD/YYYY HH:mm:ss. If the display format is Year/Month/Day and is 12-hours format, then the valid time format is YYYY/MM/DD HH:mm:ss AM or YYYY/MM/DD HH:mm:ss PM.
time	This parameter is available when querying Queue Performance Activity report.	Yes	String	Specify the time frame to filter the call report. Note: The time format depends on the date display format of PBX. For example, Date Display Format of PBX is Year/Month/Day, then the valid time format is YYYY/MM/DD. Time format: To query the report by hour, enter YYYY/MM/DD. To query the report by day, enter YYYY/MM. To query the report by month, enter YYYY.
detail_time	This parameter is available when querying Queue Performance Activity report.	Yes	String	Specify the time frame to filter call details. Time format: To query the call details by hour, enter the hour. For example, enter 16 to query the call details from 16:00 to 16:59 on the specified day. To query the call details by day, enter the day. For example, enter 29 to query the call details for the 29th day of the specified month. To query the call details by month, enter the month. For example, enter 10 to query the call details for October of the specified year.
ivr_num	This parameter is available when querying IVR Report.	Yes	String	The number of the desired IVR.
queue_id_list	This parameter is available when querying the following types of reports: Queue Performance Queue Performance Activity	Yes	String	The ID of the desired queue. Note: You can query the queue's ID using Get Menu Options.
queue_id	This parameter is available when querying Agent Performance report.	Yes	Integer	The ID of the desired queue. Note: You can query the queue's ID using Get Menu Options.
queue_num	This parameter is available when querying the following types of reports: Queue Performance Queue Performance Activity Agent Performance	Yes	String	The number of the desired queue.
agent_num	This parameter is available when querying Agent Performance report.	Yes	String	The extension number of the desired agent.
abandon_time	This parameter is available when querying the following types of reports: Queue Performance Queue Performance Activity Agent Performance	No	Integer	Set a time. Calls abandoned within the specified time will not be included in report. (Unit: Second)
talk_time	This parameter is available when querying the following types of reports: Queue Performance Inbound Queue Activity Analysis Inbound Queue Logs Agent Activity Analysis	No	Integer	Set a time. Calls that proceeded within the specified time will be not be included in report. (Unit: Second)
ai_receptionist_id_list	This parameter is available when querying the AI Receptionist Call Activity report.	No	String	The ID(s) of the AI receptionist(s).Note: You can query the ID using Get Menu Options (menu=ai_receptionist). Use commas to separate multiple IDs.
processing_result	This parameter is available when querying the AI Receptionist Call Activity report.	No	String	The process result of an AI receptionist call.Valid value: resolved: The AI receptionist successfully resolved caller's issue without transferring the call. transferred: The AI receptionist transferred the call to another destination. unresolved: The AI receptionist neither resolved caller's issue nor transferred the call. Note: If this parameter is omitted, the details of all types of calls are returned.

Response parameters

Parameter	Type	Description
errcode	Integer	Returned error code. 0: Succeed. Non-zero value: Failed. Note:You can check the error code and error message in Error Code and Error Message.
errmsg	String	Returned message. SUCCESS: Succeed. FAILURE: Failed.
total_number	Integer	The total number of call detail records.
ivr_report_detail	Array<ivr_call_detail>	The list of the IVR call details.
ai_receptionist_call_activity_detail	Array<ai_receptionist_call_activity_detail>	The list of the AI Receptionist call details.
queue_performance_detail	Array<queue_call_detail>	The list of the Queue Performance call details.
queue_performance_activity_detail	Array<queue_call_detail>	The list of the Queue Performance Activity call details.
queue_agent_performance_detail	Array<agent_call_detail>	The list of the Queue Agent Performance call details.

ivr_call_detail

Parameter	Type	Description
id	String	The unique ID of the call.
time	String	The time when the call was received.
call_from	String	The number and name of the caller.
press	String	The key pressed in the call.
destination	String	The destination of the keypress.
opr_duration	Integer	The time between the caller called into the IVR and exited the IVR.
reason_partya ~ reason_partyf	String	The parts of the content that are used to compose the information about the keypress destination (destination).Note:This parameter is returned only in API version 1.0.
call_to	String	The number and name of the keypress destination (destination). Note: If the keypress destination doesn't have a number, such as Play Prompt and Exit, Play Prompt and Return to IVR, etc., this parameter returns null.
timestamp	Integer	The timestamp of the time when the call was received. Note: This parameter is returned only in API version 1.0.
dst_num	String	The number of the keypress destination (destination). Note: This parameter is returned only in API version 1.0. If the keypress destination doesn't have a number, such as Play Prompt and Exit, Play Prompt and Return to IVR, etc., this parameter returns null.
ivr_num	String	IVR number.
destination_type	String	The destination type of the keypress. Note: This parameter is returned only in API version 2.0.

ai_receptionist_call_activity_detail

Parameter	Type	Description
id	String	The unique ID of the call.
time	String	The time when the call was received.
call_from	String	The number and name of the caller.
call_to	String	The number and name of the AI receptionist.
talk_duration	Integer	The amount of time the AI receptionist spent talking to the caller.
processing_result	String	The process result of the AI receptionist call. resolved: The AI receptionist successfully resolved caller's issue without transferring the call. transferred: The AI receptionist transferred the call to another destination. unresolved: The AI receptionist neither resolved caller's issue nor transferred the call.

queue_call_detail

Parameter	Type	Description
id	String	The unique ID of the call.
time	String	The time when the call was received.
call_from	String	The number and name of the caller.
queue_name	String	Queue name.
agent_name	String	Agent name and agent number.
status	String	Call status. abandond: The call was abandoned by the caller. missed: The call was eventually not answered by the agent. answered: The call was answered by the agent.
ring_duration	Integer	The time between the call started to ring an agent and the call answered.
talk_duration	Integer	The time between the call answered and the call ended.
hold_duration	Integer	The total amount of time that the call was held.
reason	String	The reason why the call was not answered by the agent or why the call ended.Note:This parameter is returned only in API version 1.0.
process_result	String	The process result for an abandoned or missed queue call. unprocessed processed
polling_attempts	Integer	The number of polling attempts to call an agent.
process_ext	String	The extension number and name of the agent that processed the abandoned or missed queue call.
process_time	String	The time that an agent changed the processing status of an abandoned or missed queue call.
reason_partya ~ reason_partyf	String	The parts of the content that are used to compose the information about the reason. Note: This parameter is returned only in API version 1.0.
call_to	String	The number and name of the callee.
timestamp	Integer	The timestamp of the time when the call was received.
queue_num	String	Queue number.
agent_num	String	Agent number.
auto_sync_process_result	Integer	Whether to automatically synchronize the updated process result to all missed or abandoned calls from the same caller to the same queue within a specified time period. 0: Disabled. 1: Enabled.

queue_call_detail

Parameter	Type	Description
id	String	The unique ID of the call.
time	String	The time when the call was received.
call_from	String	The number and name of the caller.
queue_name	String	Queue name.
agent_name	String	Agent name and agent number.
status	String	Call status. abandond: The call was abandoned by the caller. missed: The call was eventually not answered by the agent. answered: The call was answered by the agent.
ring_duration	Integer	The time between the call started to ring an agent and the call answered.
talk_duration	Integer	The time between the call answered and the call ended.
hold_duration	Integer	The total amount of time that the call was held.
reason	String	The reason why the call was not answered by the agent or why the call ended.Note:This parameter is returned only in API version 1.0.
process_result	String	The process result for an abandoned or missed queue call. unprocessed processed
polling_attempts	Integer	The number of polling attempts to call an agent.
process_ext	String	The extension number and name of the agent that processed the abandoned or missed queue call.
process_time	String	The time that an agent changed the processing status of an abandoned or missed queue call.
reason_partya ~ reason_partyf	String	The parts of the content that are used to compose the information about the reason. Note: This parameter is returned only in API version 1.0.
call_to	String	The number and name of the callee.
timestamp	Integer	The timestamp of the time when the call was received.
queue_num	String	Queue number.
agent_num	String	Agent number.
auto_sync_process_result	Integer	Whether to automatically synchronize the updated process result to all missed or abandoned calls from the same caller to the same queue within a specified time period. 0: Disabled. 1: Enabled.

agent_call_detail

Parameter	Type	Description
id	String	The unique ID of the call.
time	String	The time when the call was received.
call_from	String	The number and name of the caller.
queue_name	String	Queue name.
agent_name	String	Agent name and agent number.
status	String	Call status. Note: This parameter indicates the status of the incoming call for the agent. abandond: The call was abandoned by the caller. missed: The call was not answered by the agent. answered: The call was answered by the agent.
ring_duration	Integer	The time between the call started to ring an agent and the call answered.
talk_duration	Integer	The time between the call answered and the call ended.
hold_duration	Integer	The total amount of time that the call was held.
reason	String	The reason why the call was not answered by the agent or why the call ended. Note: This parameter is returned only in API version 1.0.
process_result	String	The process result for an abandoned or missed queue call. unprocessed processed
polling_attempts	Integer	The number of polling attempts to call an agent.
process_ext	String	The extension number and name of the agent that processed the abandoned or missed queue call.
process_time	String	The time that an agent changed the processing status of an abandoned or missed queue call.
reason_partya ~ reason_partyf	String	The parts of the content that are used to compose the information about the reason. Note: This parameter is returned only in API version 1.0.
disposition	String	Call status. Note: This parameter indicates the status of the incoming call for the queue, and is returned only in API version 1.0. answered: The call was answered by an agent in the queue. no_answered: The call was not answered by any agents in the queue.
call_to	String	The number and name of the callee.
timestamp	Integer	The timestamp of the time when the call was received.Note:This parameter is returned only in API version 1.0.
queue_num	String	Queue number.
agent_num	String	Agent number.
auto_sync_process_result	Integer	Whether to automatically synchronize the updated process result to all missed or abandoned calls from the same caller to the same queue within a specified time period. 0: Disabled. 1: Enabled.

Examples

Request example

Query the call details of agent 1002 in queue 6400 (ID:"1") during 2024/09/29 00:00:00 - 2024/09/29 23:59:59.

Important:Make sure to use the appropriate API path based on the type of report data that you want to retrieve.

For new report data generated on version 83.21.0.117 or later, use openapi/v2.0.
For legacy report data generated on version 83.21.0.66 or earlier, use openapi/v1.0.

GET /openapi/v1.0/call_report/detail?access_token=synJ1EwaEXYvp7fipey7L4mq8E2hrPU8&type=queueagentperformance&start_time=2024/09/01 00:00:00&end_time=2024/09/30 23:59:59&detail_time_begin=2024/09/29 00:00:00&detail_time_end=2024/09/29 23:59:59&agent_num=1002&queue_id=1&abandon_time=5 HTTP/1.1  
Host: 192.168.5.150:8088

Response example

HTTP/1.1 200 OK
{
    "errcode": 0,
    "errmsg": "SUCCESS",
    "total_number": 2,
    "queue_agent_performance_detail": [
        {
            "id": "202409291711030B6DF",
            "time": "2024/09/29 17:11:02",
            "call_from": "Anna Simmons<2000>",
            "queue_name": "Support",
            "agent_name": "NONE",
            "status": "missed",
            "ring_duration": 36,
            "talk_duration": 0,
            "hold_duration": 0,
            "reason": "Anna Simmons<2000> caller_call_callee Terrell Smith<1002>   ",
            "process_result": "unprocessed",
            "polling_attempts": 1,
            "process_ext": "",
            "process_time": "",
            "reason_partya": "src",
            "reason_partyb": "caller_call_callee",
            "reason_partyc": "dst",
            "reason_partyd": "",
            "reason_partye": "",
            "reason_partyf": "",
            "disposition": "no_answered",
            "call_to": "Terrell Smith<1002>",
            "timestamp": 1727601062,
            "queue_num": "6401",
            "agent_num": "1002"
        },
        {
            "id": "20240929170007A9523",
            "time": "2024/09/29 17:00:06",
            "call_from": "Carmen Gordon<2001>",
            "queue_name": "Support",
            "agent_name": "NONE",
            "status": "answered",
            "ring_duration": 12,
            "talk_duration": 560,
            "hold_duration": 0,
            "reason": "Terrell Smith<1002> hangup    ",
            "process_result": "unprocessed",
            "polling_attempts": 1,
            "process_ext": "",
            "process_time": "",
            "reason_partya": "dst",
            "reason_partyb": "hangup",
            "reason_partyc": "",
            "reason_partyd": "",
            "reason_partye": "",
            "reason_partyf": "",
            "disposition": "answered",
            "call_to": "Terrell Smith<1002>",
            "timestamp": 1727600406,
            "queue_num": "6401",
            "agent_num": "1002"
        }
    ]
}