Query Call Report Statistics

Query call statistics of different objects, such as extensions, trunk, queues, ring groups, etc.

Request URL

GET {base_url}/{api_path}/call_report/list?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 default reports.	Yes	String	Call report type. Valid value: extcallstatistics: Extension Call Statistics report. extcallactivity: Extension Call Activity report. trunkactivity: PBX Call Activity report. trunkdiddodactivity: DID/Outbound Caller ID Activity report. ivr: IVR Report. aisttusage: Transcription Usage Details report. aireceptionistcallactivity: AI Receptionist Call Activity report. Note: This report is only available in API version 2.0. unreturnmisscall: Unreturned Missed Call Report. queueavgwaittalktime: Queue AVG Waiting & Talking Time report. queueperformance: Queue Performance report. queueperformanceactivity: Queue Performance Activity report. queuecallbackssummary: Queue Callback Summary report. queuecallbacksactivity: Queue Callback Activity report. queuesatisfaction: Satisfaction Survey report. queuesatisfactiondetail: Queue Satisfaction Survey Details report. queueagentlogintime: Agent Login Activity report. queueagentpausetime: Agent Pause Activity report. queueagentmisscalls: Agent Missed Call Activity report. queueagentperformance: Agent Performance report. queueagentinoutcalls: Agent Call Summary report. ringgroupstatistics: Ring Group Statistics report. extcallbilling: Extension Call Accounting report. extcallbillingdetails: Extension Call Accounting Details 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. Extension Call Statistics IVR Report Transcription Usage Details Unreturned Missed Call Report Queue Performance Queue Callback Summary Queue Callback Activity Satisfaction Survey Satisfaction Survey Details Agent Login Activity Agent Pause Activity Agent Missed Call Activity Agent Performance Agent Call Summary Ring Group Statistics Extension Call Accounting Extension Call Accounting Details Inbound Queue Activity Analysis Inbound Queue Logs Inbound Queue Logs for Agent Agent Activity Analysis	No	String	Specify the start time to filter the reports. 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. Extension Call Statistics IVR Report Transcription Usage Details Unreturned Missed Call Report Queue Performance Queue Callback Summary Queue Callback Activity Satisfaction Survey Satisfaction Survey Details Agent Login Activity Agent Pause Activity Agent Missed Call Activity Agent Performance Agent Call Summary Ring Group Statistics Extension Call Accounting Extension Call Accounting Details Inbound Queue Activity Analysis Inbound Queue Logs Inbound Queue Logs for Agent Agent Activity Analysis	No	String	Specify the end time to filter the reports. 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 the following types of reports: Extension Call Activity PBX Call Activity DID/Outbound Caller ID Activity AI Receptionist Call Activity Queue AVG Waiting & Talking Time Queue Performance Activity Inbound Queue Activity Analysis Agent Activity Analysis	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 reports by hour, enter YYYY/MM/DD. To query the reports by day, enter YYYY/MM. To query the reports by month, enter YYYY.
ring_duration_range	This parameter is available when querying Inbound Queue Activity Analysis report.	This parameter is available when querying Inbound Queue Activity Analysis report.	String	Specify the time interval used to group the amount of time that callers waited in the queue before connecting to an agent. Valid value: per_30s per_60s per_5m per_10m
ext_id_list	This parameter is available when querying the following types of reports: Extension Call Statistics Extension Call Activity Extension Call Accounting Extension Call Accounting Details	This parameter is required when querying the following types of reports: Extension Call Statistics Extension Call Activity	String	The ID(s) of the desired extension(s)/extension group(s).Note: You can query the extension/extension group's ID using Get Menu Options. Use a comma to separate multiple IDs.
trunk_id	This parameter is available when querying DID/Outbound Caller ID Activity report.	Yes	String	The ID of the desired trunk. Note: You can query the trunk's ID using Get Menu Options.
trunk_id_list	This parameter is available when querying the following types of reports: PBX Call Activity Extension Call Accounting Extension Call Accounting Details	Yes	String	The ID(s) of the desired trunk(s). Note: You can query the trunk's ID using Get Menu Options. Use a comma to separate multiple IDs.
ivr_id_list	This parameter is available when querying IVR Report.	Yes	String	The ID(s) of the desired IVR(s). Note: You can query the IVR's ID using Get Menu Options. Use a comma to separate multiple IDs.
ring_group_id_list	This parameter is available when querying Ring Group Statistics report.	Yes	String	The ID(s) of the desired ring group(s).Note: You can query the ring group's ID using Get Menu Options. Use a comma to separate multiple IDs.
queue_id	This parameter is available when querying the following types of reports: Satisfaction Survey Satisfaction Survey Details Agent Login Activity Agent Pause Activity Agent Missed Call Activity Agent Performance Agent Call Summary	Yes	String	The ID of the desired queue. Note: You can query the queue's ID using Get Menu Options.
queue_id_list	This parameter is available when querying the following types of reports: Queue AVG Waiting & Talking Time Queue Performance Queue Performance Activity Queue Callback Summary Queue Callback Activity Inbound Queue Activity Analysis Inbound Queue Logs Inbound Queue Logs for Agent Agent Activity Analysis	Yes	String	The ID(s) of the desired queue(s). Note: You can query the queue's ID using Get Menu Options. Use a comma to separate multiple IDs.
agent_id_list	This parameter is available when querying the following types of reports: Satisfaction Survey Details Agent Login Activity Agent Pause Activity Agent Missed Call Activity Agent Performance Agent Call Summary Inbound Queue Logs for Agent Agent Activity Analysis	No	String	The ID(s) of the desired agent(s). Note: You can query the agent's ID using Get Menu Options. Use a comma to separate multiple IDs.
abandon_time	This parameter is available when querying the following types of reports: Unreturned Missed Call Report Queue Performance Queue Performance Activity Agent Missed Call Activity Agent Performance Inbound Queue Activity Analysis Agent Activity Analysis	No	String	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)
include_internal	This parameter is available when querying PBX Call Activity report.	No	Integer	Whether to include internal calls in the report. Valid value: 0: Exclude the internal calls. 1: Include the internal calls.
callback_result	This parameter is available when querying Queue Callback Activity report.	No	String	Queue callback result. Valid value: success fail
reason	This parameter is available when querying Agent Pause Activity report.	No	String	The reason why an agent switched status to pause. Valid value: The pause reasons set on PBX web portal (Path: Call Features > Queue > Pause Reason).
communication_type	This parameter is available when querying the following types of reports: Extension Call Statistics Extension Call Activity PBX Call Activity DID/Outbound Caller ID Activity Inbound Queue Logs Inbound Queue Logs for Agent	No	String	Communication type. Note: If this parameter is omitted, the system will query all the communication types. Valid value for extension related reports: Inbound Outbound Internal InOutbound (for Extension Call Statistics report only) Valid value for trunk related reports: Inbound Outbound
call_from	This parameter is available when querying the following types of reports: Unreturned Missed Call Report Inbound Queue Logs Inbound Queue Logs for Agent	No	String	The number of the caller.
call_to	This parameter is available when querying the Unreturned Missed Call Report.	No	String	The number of the callee.
call_to_type	This parameter is available when querying the Unreturned Missed Call Report.	No	String	The type of the destination to which the call is routed. Valid value: Extension Queue RingGroup
miss_call_type	This parameter is available when querying the Unreturned Missed Call Report.	No	String	The type of a missed call. Valid value: no_answer busy abandoned
unreturn_status	This parameter is available when querying the Unreturned Missed Call Report.	No	Integer	The return status of a missed call. Valid value: 1: Returned. 2: Not returned.
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.
status	This parameter is available when querying the following types of reports: Inbound Queue Logs Inbound Queue Logs for Agent	No	String	The status of a queue call. Valid value: ANSWERED NO ANSWER ABANDONED
agent_speed_to_answer	This parameter is available when querying the Inbound Queue Logs report.	No	String	The amount of time agents took to answer queue calls. (Unit: Second)
talk_time_range	This parameter is available when querying the following types of reports: Inbound Queue Logs Inbound Queue Logs for Agent	No	String	The amount of time that agents spent talking to callers, including hold time. (Unit: Second)
pure_talk_time	This parameter is available when querying the following types of reports: Inbound Queue Logs Inbound Queue Logs for Agent	No	String	The amount of time that agents spent talking to callers, excluding hold time. (Unit: Second)
hold_time	This parameter is available when querying the following types of reports: Inbound Queue Logs Inbound Queue Logs for Agent	No	String	The amount of time that agents held queue calls. (Unit: Second)
agent_last_status	This parameter is available when querying the Inbound Queue Logs for Agent report.	No	String	The last call status of agents. Valid value: answered abandoned busy no_answer
process_result	This parameter is available when querying the Inbound Queue Logs for Agent report.	No	String	The process result for an abandoned or a missed queue call. Valid value: unprocessed processing processed
waiting_time_in_queue	This parameter is available when querying the Inbound Queue Logs for Agent report.	No	String	The amount of time callers waited in the queue before connecting to an agent or leavin. (Unit: Second)
waiting_time_in_agent	This parameter is available when querying the Inbound Queue Logs for Agent report.	No	String	The amount of time it took for agents to answer queue calls. (Unit: Second)
did_num_list	This parameter is available when querying the DID/Outbound Caller ID Activity report.	No	String	The DID number that caller dialed. Note: Use commas to separate multiple DID numbers.
dod_num_list	This parameter is available when querying the DID/Outbound Caller ID Activity report.	No	String	The DOD number that caller dialed. Note: Use commas to separate multiple DOD numbers.
pin_list	This parameter is available when querying the Extension Call Accounting Details report.	No	String	The PIN code used when making a call via a restricted outbound route. Note: Use commas to separate multiple PIN codes.

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 reports.
is_12hour	Integer	Whether the time format is 12-hour format. 0: No. The time format is 24-hour format. 1: Yes. The time format is 12-hour format.
ext_call_statistics_list	Array<ext_call_statistics_list>	The list of the Extension Call Statistics reports.
ext_call_activity_list	Array<ext_call_activity_list>	The list of the Extension Call Activity reports.
trunk_activity_list	Array<trunk_activity_list>	The list of the PBX Call Activity reports.
trunk_did_dod_activity_list	Array<trunk_did_dod_activity_list>	The list of the trunk DID/Outbound Caller ID Activity reports.
ivr_list	Array<ivr_list>	The list of the IVR reports.
ai_usage_list	Array<ai_usage_list>	The list of the AI transcription usage details reports.
ai_receptionist_call_activity_list	Array<ai_receptionist_call_activity_list>	The list of the AI receptionist call activity reports.
unreturn_miss_call_list	Array<unreturn_miss_call_list>	The list of the unreturned missed calls reports.
queue_avg_wait_talk_time_list	Array<queue_avg_wait_talk_time_list>	The list of the Queue AVG Waiting & Talking Time reports.
queue_performance_list	Array<queue_performance_list>	The list of the Queue Performance reports.
queue_performance_activity_list	Array<queue_performance_activity_list>	The list of the Queue Performance Activity reports.
queue_callbacks_summary_list	Array<queue_callbacks_summary_list>	The list of the Queue Callback Summary reports.
queue_callbacks_activity_list	Array<queue_callbacks_activity_list>	The list of the Queue Callback Activity reports.
queue_satisfaction	Array<queue_satisfaction>	The list of the queue Satisfaction Survey reports.
queue_satisfaction_detail_list	Array<queue_satisfaction_detail_list>	The list of the queue Satisfaction Survey Details reports.
queue_agent_login_time_list	Array<queue_agent_login_time_list>	The list of the queue Agent Login Activity reports.
queue_agent_pause_time_list	Array<queue_agent_pause_time_list>	The list of the queue Agent Pause Activity reports.
queue_agent_miss_calls_list	Array<queue_agent_miss_calls_list>	The list of the queue Agent Missed Call Activity reports.
queue_agent_performance_list	Array<queue_agent_performance_list>	The list of the queue Agent Performance reports.
queue_agent_in_out_calls_list	Array<queue_agent_in_out_calls_list>	The list of the queue Agent Call Summary reports.
ring_group_statistics_list	Array<ring_group_statistics_list>	The list of the Ring Group Statistics reports.
ext_call_billing_list	Array<ext_call_billing_list>	The list of the Extension Call Accounting reports.
ext_call_billing_details_list	Array<ext_call_billing_details_list>	The list of the Extension Call Accounting Details reports.
inbound_queue_activity_analysis_list	Array<inbound_queue_activity_analysis_list>	The list of the Inbound Queue Activity Analysis reports.
inbound_queue_logs_list	Array<inbound_queue_logs_list>	The list of the Inbound Queue Logs reports.
inbound_queue_logs_for_agent_list	Array<inbound_queue_logs_for_agent_list>	The list of the Inbound Queue Logs for Agent reports.
agent_activity_analysis_list	Array<agent_activity_analysis_list>	The list of the Agent Activity Analysis reports.
callback_result	String	Queue callback result.

ext_call_statistics_list

Parameter	Type	Description
ext_num	String	Extension number.
ext_name	String	The name of the extension/extension group/organization.
answered_calls	Integer	The total number of calls that the extension(s) answered, including calls answered when the extension acts as a member of a queue or a ring group.
no_answer_calls	Integer	The number of calls that the extension didn't answer, excluding calls received when the extension acts as a member of a queue or a ring group.
busy_calls	Integer	The number of calls received when the extension was busy, excluding calls received when the extension acts as a member of a queue or a ring group.
failed_calls	Integer	The number of calls that the extension failed to make.
voicemail_calls	Integer	The number of calls routed to the voicemail.
total_holding_time	Integer	The total time between calls started and calls answered.
total_talking_time	Integer	The total time between calls answered and calls ended.
inbound_stats	Object<In_Stats>	The detailed statistics of inbound calls.
outbound_stats	Object<Out_Stats>	The detailed statistics of outbound calls.
total_call_count	Integer	The total number of calls for the extension(s).
org_list_info	String	The information of the organization or department(s) to which the extension(s) belongs.
abandoned_calls	Integer	The number of calls abandoned by caller before connecting to the extension, excluding calls received when the extension acts as a member of a queue or a ring group.

In_Stats/Out_Stats

Parameter	Type	Description
answered_calls	Integer	The total number of calls that the extension(s) answered, including calls answered when the extension acts as a member of a queue or a ring group.
no_answer_calls	Integer	The number of calls that the extension didn't answer, excluding calls received when the extension acts as a member of a queue or a ring group.
busy_calls	Integer	The number of calls received when the extension was busy, excluding calls received when the extension acts as a member of a queue or a ring group.
failed_calls	Integer	The number of calls that the extension failed to make.
voicemail_calls	Integer	The number of calls routed to the voicemail.
abandoned_calls	Integer	The number of calls abandoned by caller before connecting to the extension, excluding calls received when the extension acts as a member of a queue or a ring group.
total	Integer	The total number of calls for each communication type (inbound or outbound).

ext_call_activity_list

Parameter	Type	Description
time	Integer	The time of the report. If the report is filtered by Hour, the time returns the hour in the day. For example, if the time of the report is between 10:00-10:59, the time will be 10. If the report is filtered by Day, the time returns the day in the month. For example, if the date of the report is Apr. 13, the time will be 13. If the report is filtered by Month, the time returns the month in the year. For example, if the month of the report is April, the time will be 4.
answered_calls	Integer	The total number of calls that the extension answered.
no_answer_calls	Integer	The total number of calls that were routed to the designated destination when the extension didn't answer the calls.
busy_calls	Integer	The total number of calls that were routed to the designated destination when the extension was busy.
failed_calls	Integer	The total number of calls that were failed to be made by the extension.
voicemail_calls	Integer	The total number of voicemails that the extension received.
total_holding_time	Integer	The total time between calls started and calls answered.
total_talking_time	Integer	The total time between calls answered and calls ended.
abandoned_calls	Integer	The number of calls abandoned by caller before connecting to the extension, excluding calls received when the extension acts as a member of a queue or a ring group.
ext_statistics	Array<Ext_Stats>	The detailed call statistics for each extensions.
ext_group_statistics	Array<Extgroup_Stats>	The detailed call statistics for each extension groups.

Ext_Stats/Extgroup_Stats

Parameter	Type	Description
ext_num	String	Extension number.
ext_name	String	The name of the extension/extension group/organization.
answered_calls	Integer	The total number of calls that the extension(s) answered, including calls answered when the extension acts as a member of a queue or a ring group.
no_answer_calls	Integer	The number of calls that the extension didn't answer, excluding calls received when the extension acts as a member of a queue or a ring group.
busy_calls	Integer	The number of calls received when the extension was busy, excluding calls received when the extension acts as a member of a queue or a ring group.
failed_calls	Integer	The number of calls that the extension failed to make.
voicemail_calls	Integer	The number of calls routed to the voicemail.
total_holding_time	Integer	The total time between calls started and calls answered.
total_talking_time	Integer	The total time between calls answered and calls ended.
time	Integer	The time of the report.
org_list_info	String	The information of the organization or department(s) to which the extension(s) belongs.
abandoned_calls	Integer	The number of calls abandoned by caller before connecting to the extension, excluding calls received when the extension acts as a member of a queue or a ring group.

trunk_activity_list

Parameter	Type	Description
time	Integer	The time of the report. If the report is filtered by Hour, the time returns the hour in the day. For example, if the time of the report is between 10:00-10:59, the time will be 10. If the report is filtered by Day, the time returns the day in the month. For example, if the date of the report is Apr. 13, the time will be 13. If the report is filtered by Month, the time returns the month in the year. For example, if the month of the report is April, the time will be 4.
trunk_list	Array<call_statistics>	The data of PBX call activities.

call_statistics

Parameter	Type	Description
trunk_name	String	For calls between extensions, this parameter returns Internal. For calls made or received via trunks, this parameter returns the name of the trunk. For calls of the entire phone system, this parameter returns Device.
total_calls	Integer	The total number of calls that have been received or made within the queried time frame.
max_concurrent_call	Integer	The maximum concurrent calls within the queried time frame.
total_talk_duration	Integer	The total time between calls answered and calls ended.
trunk_type	String	The trunk type. Note: This parameter is only returned in trunk call statistics.

trunk_did_dod_activity_list

Parameter	Type	Description
time	Integer	The time of the report. If the report is filtered by Hour, the time returns the hour in the day. For example, if the time of the report is between 10:00-10:59, the time will be 10. If the report is filtered by Day, the time returns the day in the month. For example, if the date of the report is Apr. 13, the time will be 13. If the report is filtered by Month, the time returns the month in the year. For example, if the month of the report is April, the time will be 4.
did_dod_list	Array<did_dod_list>	The activity information of the trunk DID/Outbound caller ID.

did_dod_list

Parameter	Type	Description
time	Integer	The time of the report.
dod	String	Outbound caller ID number.
did	Integer	DID number.
total_calls	Integer	The total number of calls.

ivr_list

Tip: You can use the Query Call Report Detail to query the IVR call details.

Parameter	Type	Description
ivr_name	String	IVR name.
ivr_num	String	IVR number.
press_count	Object	The keypress events in the IVR and their counts. This parameter returns the keypress events in the format "press_keypress_event":count. For example: "press_0": 2 "press_invalid": 1 "press_timeout": 1

Parameter

Type

Description

ivr_name

String

IVR name.

ivr_num

String

IVR number.

press_count

Object

The keypress events in the IVR and their counts.

This parameter returns the keypress events in the format "press_keypress_event":count.

For example:

"press_0": 2
"press_invalid": 1
"press_timeout": 1

ai_usage_list

Parameter	Type	Description
usage_type	String	The type of transcription performed. voicemail_transcription: Voicemail Transcription.
total_duration	Integer	The total number of transcription minutes used (Unit: minute).

ai_receptionist_call_activity_list

Parameter	Type	Description
time	String	The time of the report. If the report is filtered by Hour, the time returns the hour in the day. For example, if the time of the report is between 10:00-10:59, the time will be 10. If the report is filtered by Day, the time returns the day in the month. For example, if the date of the report is Apr. 13, the time will be 13. If the report is filtered by Month, the time returns the month in the year. For example, if the month of the report is April, the time will be 4.
receptionist_number	String	The number of the AI receptionist.
receptionist_name	String	The name of the AI receptionist.
total_answered_calls	Integer	The total number of calls answered by the AI receptionist.
resolved_calls	Integer	The number of calls where the AI successfully addressed the caller's issue without transferring.
transfered_calls	Integer	The number of calls where the AI receptionist transferred the caller to another destination.
unresolved_calls	Integer	The number of calls where the AI receptionist nether resolved caller's issue nor transferred the call.
total_answered_calls_duration	Integer	The total amount of time that AI receptionist spent talking to callers in all answered calls.
resolved_calls_duration	Integer	The total amount of time that AI receptionist spent talking to callers in resolved calls.
transfered_calls_duration	Integer	The total amount of time that AI receptionist spent talking to callers in transferred calls.
unresolved_calls_duration	Integer	The total amount of time that AI receptionist spent talking to callers in unresolved calls.
total_answered_calls_avg_duration	Integer	The average amount of time that AI receptionist spent talking to callers in all answered calls.
resolved_calls_avg_duration	Integer	The average amount of time that AI receptionist spent talking to callers in resolved calls.
transfered_calls_avg_duration	Integer	The average amount of time that AI receptionist spent talking to callers in transferred calls.
unresolved_calls_avg_duration	Integer	The average amount of time that AI receptionist spent talking to callers in unresolved calls.
receptionist_id	Integer	The ID of the AI receptionist.

unreturn_miss_call_list

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 callee.
ring_duration	Integer	The time between the call started and the call disconnected.
call_to_type	String	The type of the destination to which the call was routed. Extension Queue RingGroup
unreturn_status	Integer	The return status of the missed call. 1: Returned. 2: Not returned.
return_time	String	The time when the call was returned.
miss_call_type	String	The type of the missed call. no_answer: The call is missed because the callee did not answer the call. busy: The call is missed because the callee was busy. abandoned: The call is missed because the caller abandoned the call.
timestamp	String	The timestamp of the time when the call was received (Unit: μs).
src	String	The number from which the call originated (call source).
srcname	String	The name of the call source.
dst	String	The number of the call destination.
dstname	String	The name of the call destination.
call_type	String	Communication type. Inbound Outbound Internal
return_timestamp	String	The timestamp of the time when the call was returned (Unit: μs).

queue_avg_wait_talk_time_list

Parameter	Type	Description
time	Integer	The time of the report. If the report is filtered by Hour, the time returns the hour in the day. For example, if the time of the report is between 10:00-10:59, the time will be 10. If the report is filtered by Day, the time returns the day in the month. For example, if the date of the report is Apr. 13, the time will be 13. If the report is filtered by Month, the time returns the month in the year. For example, if the month of the report is April, the time will be 4.
avg_wait_time	Integer	The average amount of time that the answered calls have been waiting in the queue before being answered by agents. Note: The value of this parameter is calculated by dividing the answered_waiting_time by the total number of answered_calls. The calculation result is rounded down to the nearest whole number.
avg_talk_time	Integer	The average amount of time that agents talk to callers. Note: The value of this parameter is calculated by dividing the total_talking_time by the total number of answered_calls. The calculation result is rounded down to the nearest whole number.
all_call_avg_wait_time	Integer	The average amount of time that all incoming calls have been waiting in the queue, regardless of whether they are answered or not. Note: This parameter is calculated by dividing the total_waiting_time by the number of total_calls. The calculation result is rounded down to the nearest whole number.
answered_calls	Integer	The number of calls that have been answered by agents.
total_calls	Integer	The total number of calls that queue received.
answered_waiting_time	Integer	The total waiting time of the answered calls.
total_waiting_time	Integer	The total waiting time of all the incoming calls.
total_talking_time	Integer	The total talking time of all the answered calls.

queue_performance_listTip:You can use the Query Call Report Detail to query the queue call details.

Parameter	Type	Description
queue	String	Queue name.
total_calls	Integer	The total number of calls that queue received.
answered_calls	Integer	The total number of calls that queue answered.
missed_calls	Integer	The total number of calls that queue missed.
abandoned_calls	Integer	The total number of calls that callers abandoned before connecting to an agent.
average_waiting_time	Integer	The average amount of time that answered calls have been waiting in the queue before being answered by agents.
average_talking_time	Integer	The average amount of time that agents talk to callers.
max_waiting_time	Integer	The maximum amount of time that callers waited in the queue, regardless of whether the calls were answered or not.
answered_rate	number	The percentage of answered calls in relation to the total received calls.
missed_rate	number	The percentage of missed calls in relation to the total received calls.
abandoned_rate	number	The percentage of abandoned calls in relation to the total received calls.
sla	number	The Service Level Agreement (SLA) for the queue. SLA is the percentage of conversations answered within a pre-defined amount of time.
average_handle_time	Integer	The average amount of time it takes agents to handle answered calls.Note: This parameter is returned only in API version 1.0. The value of this parameter is calculated by dividing the total amount of time between the start of ringing and the end of the answered calls by the total number of the answered calls.
average_server_time	Integer	The average amount of time that the queue spent in serving callers.Note:This parameter is returned only in API version 2.0.
all_call_average_waiting_time	Integer	The average amount of time that all incoming calls have been waiting in the queue, regardless of whether they are answered or not.
answered_call_time	Integer	The total amount of talking time in answered calls.
total_ring_time	Integer	The total amount of ringing time for all incoming calls.
answered_hold_time	Integer	The total amount of time that agents hold calls in the answered queue calls.
queue_num	String	Queue number.

queue_performance_activity_listTip:You can use the Query Call Report Detail to query the queue call details.

Parameter	Type	Description
id	Integer	The sequence number of the record.Note:This parameter is returned only in API version 1.0.
time	Integer	The time of the report. If the report is filtered by Hour, the time returns the hour in the day. For example, if the time of the report is between 10:00-10:59, the time will be 10. If the report is filtered by Day, the time returns the day in the month. For example, if the date of the report is Apr. 13, the time will be 13. If the report is filtered by Month, the time returns the month in the year. For example, if the month of the report is April, the time will be 4.
total_calls	Integer	The total number of calls that queue received.
answered_calls	Integer	The total number of calls that queue answered.
missed_calls	Integer	The total number of calls that queue missed.
abandoned_calls	Integer	The total number of calls that callers abandoned before connecting to an agent.
average_waiting_time	Integer	The average amount of time that answered calls have been waiting in the queue before being answered by agents.
max_waiting_time	Integer	The maximum amount of time that callers waited in the queue, regardless of whether the calls were answered or not.
answered_rate	number	The percentage of answered calls in relation to the total received calls.
missed_rate	number	The percentage of missed calls in relation to the total received calls.
abandoned_rate	number	The percentage of abandoned calls in relation to the total received calls.
sla	number	The Service Level Agreement (SLA) for the queue. SLA is the percentage of conversations answered within a pre-defined amount of time.
sla_calls	Integer	The number of calls that were answered within the SLA time.
total_waiting_time	Integer	The total waiting time of all the incoming calls.
average_handle_time	Integer	The average amount of time it takes agents to handle answered calls. Note: This parameter is returned only in API version 1.0. The value of this parameter is calculated by dividing the total amount of time between the start of ringing and the end of the answered calls by the total number of the answered calls.
average_server_time	Integer	The average amount of time that the queue spent in serving callers.Note:This parameter is returned only in API version 2.0.
all_call_average_waiting_time	Integer	The average amount of time that all incoming calls have been waiting in the queue, regardless of whether they are answered or not.
average_talking_time	Integer	The average amount of time that agents talk to callers.
average_hold_time	Integer	The average amount of time that agents hold calls in the answered queue calls.
answered_waiting_time	Integer	The total waiting time of the answered calls.
answered_call_time	Integer	The total amount of talking time in answered calls.
answered_hold_time	Integer	The total amount of time that agents hold calls in the answered queue calls.
total_talk_time	Integer	The total time between calls answered and calls ended.

queue_callbacks_summary_list

Parameter	Type	Description
id	Integer	The item number of the returned records.
queue	String	The queue number.
failed_callback	Integer	The number of failed callbacks.
succ_callback	Integer	The number of successful callbacks.
request_callback	Integer	The total number of callbacks for which callers requested successfully.
total_received	Integer	The total number of calls that the queue received.

queue_callbacks_activity_list

Parameter	Type	Description
id	Integer	The item number of the returned records.
time	String	The time that the caller called to the queue.
call_from	String	The caller's caller ID.
callback_time	String	The time that the system performed the callback.
callback_number	String	The callback number that the caller registered.
waiting_time	Integer	The time between the call started and the callback answered.
callback_result	String	Whether the callback is successful or not.
failed_reason	String	The reason why the queue failed to make the callback.

queue_satisfaction

Parameter	Type	Description
queue_name	String	The queue name.
queue_num	String	The queue number.
satisfaction_list	Array<satisfaction_list>	The satisfaction details list.
agent_list	Array<agent_list>	The agent list of the queue.
total_key	Integer	The total number of keys that were collected for the queue or an agent.
total_point	Integer	The total satisfaction survey scores for the queue or an agent.
average_point	Integer	The average satisfaction survey scores for the queue or an agent. Note: The value of this parameter is calculated by total_point / total_key.

agent_list

Parameter	Type	Description
agent_name	String	The agent name.
agent_num	String	The agent number.
satisfaction_list	Array<satisfaction_list>	The satisfaction details list.

satisfaction_list

Parameter	Type	Description
agent	String	The agent number.Note:This parameter only returns in the satisfaction data in the agent list.
press_key	Integer	The pressed key.
total	Integer	The total number of key pressing.
key_point	Integer	The corresponding score for the key.

queue_satisfaction_detail_list

Parameter	Type	Description
id	Integer	The item number of the returned records. Note: This parameter is returned only in API version 1.0.
agent_num	String	Agent number.
agent_name	String	Agent name.
time	String	The time when the call was received.
call_from	String	The number and name of the caller.
key	String	The key pressed by the caller.
point	Integer	The corresponding score for the pressed key.

queue_agent_login_time_list

Parameter	Type	Description
agent_name	String	Agent name.
agent_number	String	Agent number.
login	String	The date and time that an agent logged in to a queue.
logout	String	The date and time that an agent logged out of a queue.
total_login_time	Integer	The elapsed time between the login time and the logout time. (Unit: Second)

queue_agent_pause_time_list

Parameter	Type	Description
agent_name	String	Agent name.
agent_number	String	Agent number.
pause	String	The date and time that an agent changed status to pause.
unpause	String	The date and time that an agent changed status to unpause.
total_pause_time	Integer	The elapsed time between the paused time and the unpaused time. (Unit: Second)
total_pause	Integer	The total number of times that agent paused services, excluding changing pause reason.

queue_agent_miss_calls_list

Parameter	Type	Description
agent_name	String	Agent name.
agent_num	String	Agent number.
time	String	The date and time that the caller called to the queue.
total_wait_time	Integer	The total waiting time of the incoming calls. (Unit: Second)
src_name	String	The caller's caller ID name.
src_num	String	The caller's caller ID.
queue_status	String	The final status of missed calls, indicating whether the missed calls were answered by other agents in the queue.
polling_attempts	Integer	The number of polling attempts to call an agent.
calls	Integer	The number of the missed calls which indicate that this is a missed call, and the value is fixed at 1.
queue	String	The queues that received the call.

queue_agent_performance_list

Parameter	Type	Description
queue	String	Queue name.
total_calls	Integer	The total number of calls that queue received.
answered_calls	Integer	The total number of calls that queue answered.
missed_calls	Integer	The total number of calls that queue missed.
abandoned_calls	Integer	The total number of calls that callers abandoned before connecting to an agent.
average_waiting_time	Integer	The average amount of time that answered calls have been waiting in the queue before being answered by agents.
average_talking_time	Integer	The average amount of time that agents talk to callers.
max_waiting_time	Integer	The maximum amount of time that callers waited in the queue, regardless of whether the calls were answered or not.
answered_rate	number	The percentage of answered calls in relation to the total received calls.
missed_rate	number	The percentage of missed calls in relation to the total received calls.
abandoned_rate	number	The percentage of abandoned calls in relation to the total received calls.
sla	number	The Service Level Agreement (SLA) for the queue. SLA is the percentage of conversations answered within a pre-defined amount of time.
answered_waiting_time	Integer	The total waiting time of the answered calls.
total_talking_time	Integer	The total talking time of all the answered calls.
average_handle_time	Integer	The average amount of time it takes agents to handle answered calls.Note: This parameter is returned only in API version 1.0. The value of this parameter is calculated by dividing the total amount of time between the start of ringing and the end of the answered calls by the total number of the answered calls.
average_server_time	Integer	The average amount of time that the queue spent in serving callers.Note:This parameter is returned only in API version 2.0.
all_call_average_waiting_time	Integer	The average amount of time that all incoming calls have been waiting in the queue, regardless of whether they are answered or not.
answered_hold_time	Integer	The total amount of time that agents hold calls in the answered queue calls.
answered_call_time	Integer	The total amount of talking time in answered calls.
total_waiting_time	Integer	The total waiting time of all the incoming calls.
answered_hold_time	Integer	The total amount of time that agents hold calls in the answered queue calls.
detail	Array<agent_performance_detail>	The list of agent performance details.
queue_num	String	Queue number.
queue_id	Integer	The unique ID of a queue.

agent_performance_detail

Tip:You can use the Query Call Report Detail to query the queue call details.

Parameter	Type	Description
agent_name	String	Agent name.
agent_number	String	Agent number.
total_calls	Integer	The total number of calls that the agent received.
answered_calls	Integer	The number of calls that the agent answered.
average_waiting_time	Integer	The average amount of time that answered calls have been waiting in the queue before being answered by agents.
max_waiting_time	Integer	The maximum amount of time that callers waited in the queue, regardless of whether the calls were answered or not.
answered_waiting_time	Integer	The total waiting time of the answered calls.
average_talking_time	Integer	The average amount of time that agents talk to callers.
total_talking_time	Integer	The total talking time of all the answered calls.
missed_call_rate	number	The percentage of missed calls in relation to the total received calls.
missed_calls	Integer	The number of calls that the agent missed.

queue_agent_in_out_calls_list

Parameter	Type	Description
agent_name	String	Agent name.
agent_num	String	Agent number.
inbound_calls	Integer	The number of incoming calls received by an agent.Note:This parameter is returned only in API version 1.0.
inbound_duration	Integer	The amount of time an agent spent in incoming calls.Note:This parameter is returned only in API version 1.0.
outbound_duration	Integer	The amount of time an agent spent in outgoing calls.Note:This parameter is returned only in API version 1.0.
queue_answered_calls	Integer	The number of incoming queue calls answered by an agent. Note:This parameter is returned only in API version 2.0.
queue_talk_duration	Integer	The amount of time an agent spent in incoming calls. Note:This parameter is returned only in API version 2.0.
outbound_talk_duration	Integer	The amount of time an agent spent in outgoing calls. Note:This parameter is returned only in API version 2.0.
outbound_calls	Integer	The number of outgoing calls placed by an agent.
total_calls	Integer	The total number of incoming calls and outgoing calls handled by an agent.
total_duration	Integer	The total amount of time an agent spent in incoming calls and outgoing calls.
average_talk_duration	Integer	The average amount of time that agents talk to callers.
average_waiting_duration	Integer	The average amount of time that it takes for an incoming call to be distributed to an agent.
average_hold_duration	Integer	The average amount of time that agents held calls in the answered queue calls.
average_handle_duration	Integer	The average amount of time it takes agents to handle answered calls.Note: This parameter is returned only in API version 1.0. The value of this parameter is calculated by dividing the total amount of time between the start of ringing and the end of the answered calls by the total number of the answered calls.
average_answered_server_duration	Integer	The average amount of time that agents spent in serving customers, calculated based on answered calls. Note:This parameter is returned only in API version 2.0.
outbound_answer_calls	Integer	The number of outgoing calls placed by an agent that were answered. Note:This parameter is returned only in API version 2.0.

ring_group_statistics_list

Parameter	Type	Description
group_name	String	Ring group name.
group_num	String	Ring group number.
answered_calls	Integer	The number of calls the ring group answered.
total_calls	Integer	The total number of calls the ring group received.
member_list	Array<member_list>	The information of the members in the ring group.

member_list

Parameter	Type	Description
ext_name	String	Extension name.
ext_num	String	Extension number.
answered_calls	Integer	The total number of calls that the extension answered.
total_calls	Integer	The total number of calls the ring group received.

ext_call_billing_list

Parameter	Type	Description
id	Integer	The item number of the returned records.Note:This parameter is returned only in API version 1.0.
extension	String	The extension number and extension name of the user who made outbound calls.
total_call	Integer	The total number of outbound calls made where a call rate rule is applied.
total_talk_duration	Integer	The total time between calls answered and calls ended.
average_talk_duration	Integer	The average time between calls answered and calls ended.
amount	number	The call cost.
org_list_info	String	The information of the organization/departments where the extensions belong to.

ext_call_billing_details_list

Parameter	Type	Description
id	Integer	The item number of the returned records.Note:This parameter is returned only in API version 1.0.
extension	String	The number and name of the extension user who made outbound calls.
time	String	When the outbound call was made.
call_to	String	The callee number.
talk_duration	Integer	The total time between calls answered and calls ended.
amount	number	The call cost.
timestamp	Integer	The timestamp of the time when the outbound call was made (Unit: μs).
pin_code	String	The PIN code used when making a call via a restricted outbound route.

inbound_queue_activity_analysis_list

Parameter	Type	Description
queue	String	Queue name.
queue_name	String	Queue name.
queue_num	String	Queue number.
queue_id	Integer	The unique ID of queue.
time	String	The time period during which the queue received calls.
ring_duration_range	String	The time interval used to group the amount of time that callers waited in the queue before connecting to an agent.
total_calls	Integer	The total number of calls that the queue received.
answered_calls	Integer	The number of queue calls that were answered by agents.
abandoned_calls	Integer	The number of queue calls abandoned before being answered.
missed_calls	Integer	The number of queue calls that were not answered.
answered_rate	Number	The percentage of answered calls in relation to the total received calls.
abandoned_rate	Number	The percentage of abandoned calls in relation to the total received calls.
missed_rate	Number	The percentage of missed calls in relation to the total received calls.
sla	Number	The Service Level Agreement (SLA) for the queue. SLA is the percentage of conversations answered within a predefined amount of time.
total_waiting_time	Integer	The total waiting time of answered queue calls before being connected to an agent.
max_waiting_time	Integer	The maximum waiting time of answered queue calls before being connected to an agent.
average_waiting_time	Integer	The average waiting time of answered queue calls before being connected to an agent.
all_call_total_waiting_time	Integer	The total waiting time of all queue calls before being connected to an agent.
all_call_max_waiting_time	Integer	The maximum waiting time of all queue calls before being connected to an agent.
all_call_average_waiting_time	Integer	The average waiting time of all queue calls before being connected to an agent.
total_talk_time	Integer	The total amount of time that agents spent talking to callers, including hold time.
max_talking_time	Integer	The maximum amount of time that agents spent talking to callers, including hold time.
average_talking_time	Integer	The average amount of time that agents spent talking to callers, including hold time.
total_pure_talk_time	Integer	The total amount of time that agents spent talking to callers, excluding hold time.
max_pure_talking_time	Integer	The maximum amount of time that agents spent talking to callers, excluding hold time.
average_pure_talking_time	Integer	The average amount of time that agents spent talking to callers, excluding hold time.
total_hold_time	Integer	The total amount of time that agents held queue calls.
max_hold_time	Integer	The maximum amount of time that agents held queue calls.
average_hold_time	Integer	The average amount of time that agents held queue calls.
total_server_time	Integer	The total amount of time that agents spent handling queue calls, from ringing to call end.
max_server_time	Integer	The maximum amount of time that agents spent handling queue calls, from ringing to call end.
average_server_time	Integer	The average amount of time that agents spent handling queue calls, from ringing to call end.

inbound_queue_logs_list

Parameter	Type	Description
id	String	The unique ID of the call.
queue_name	String	Queue name.
queue_num	String	Queue number.
time	String	The time when the queue received calls.
call_type	String	The communication type of the call.
call_from	String	The caller who called the inbound queue.
status	String	The call status.
agent_name	String	The agent who answered the call.
ring_duration	Integer	The amount of time that callers waited in the queue before connecting to an agent.
agent_speed_to_answer	Integer	The amount of time it took for agent to answer queue calls.
talk_duration	Integer	The amount of time that agent spent talking to callers, including hold time.
hold_duration	Integer	The amount of time that agent held queue calls.
process_result	String	The process result for an abandoned or missed queue call.
polling_attempts	Integer	The number of polling attempts to call the queue.

inbound_queue_logs_for_agent_list

Parameter	Type	Description
id	String	The unique ID of the call.
agent_name	String	Agent name.
agent_number	String	Agent number.
time	String	The time when callers reached the inbound queue.
call_type	String	The communication type of the call.
call_from	String	The caller who called the inbound queue.
agent_last_status	String	The last call status of the agent.
queue_num	String	Queue number.
queue_name	String	Queue name.
queue_status	String	The call status.
process_result	String	The process result for an abandoned or missed queue call.
waiting_time_in_queue	Integer	The amount of time that callers waited in the queue before connecting to an agent.
waiting_time_in_agent	Integer	The amount of time it took for agents to answer queue calls.
talk_time	Integer	The amount of time that agent spent talking to callers, including hold time.
pure_talk_time	Integer	The amount of time that agent spent talking to callers, excluding hold time.
hold_time	Integer	The amount of time that agent held queue calls.
polling_attempts	Integer	The number of polling attempts to call the agent.

agent_activity_analysis_list

Parameter	Type	Description
agent_name	String	Agent name.
agent_number	String	Agent number.
queue_name	String	Queue name.
time	String	The time period during which the agent handled queue calls.
total_calls	Integer	The total number of queue calls that the agent received.
answered_calls	Integer	The number of queue calls that the agent answered.
no_answer_calls	Integer	The number of queue calls that the agent didn't answer.
busy_calls	Integer	The number of queue calls that the agent rejected.
abandoned_calls	Integer	The number of queue calls abandoned before being answered.
missed_calls	Integer	The number of queue calls that the agent rejected or didn't answer.
answered_rate	Number	The percentage of answered calls in relation to the total received calls.
no_answer_rate	Number	The percentage of unanswered calls in relation to the total received calls.
busy_rate	Number	The percentage of rejected calls in relation to the total received calls.
abandoned_rate	Number	The percentage of abandoned calls in relation to the total received calls.
missed_rate	Number	The percentage of missed calls in relation to the total received calls.
total_rings	Integer	The total number of times that queue calls rang the agent.
ringing_missed	Integer	The number of times that queue calls rang the agent without being answered.
ringing_missed_rate	Number	The percentage of unanswered rings in relation to the total rings.
total_waiting_time	Integer	The total waiting time of answered queue calls before being connected to an agent.
max_waiting_time	Integer	The maximum waiting time of answered queue calls before being connected to an agent.
average_waiting_time	Integer	The average waiting time of answered queue calls before being connected to an agent.
total_talking_time	Integer	The total amount of time that the agent spent talking to callers, including hold time.
max_talking_time	Integer	The maximum amount of time that the agent spent talking to callers, including hold time.
average_talking_time	Integer	The average amount of time that the agent spent talking to callers, including hold time.
total_pure_talking_time	Integer	The total amount of time that the agent spent talking to callers, excluding hold time.
max_pure_talking_time	Integer	The maximum amount of time that the agent spent talking to callers, excluding hold time.
average_pure_talking_time	Integer	The average amount of time that the agent spent talking to callers, excluding hold time.
total_hold_time	Integer	The total amount of time that the agent held queue calls.
max_hold_time	Integer	The maximum amount of time that the agent held queue calls.
average_hold_time	Integer	The average amount of time that the agent held queue calls.
total_server_time	Integer	The total amount of time that the agent spent handling queue calls, from ringing to call end.
max_server_time	Integer	The maximum amount of time that the agent spent handling queue calls, from ringing to call end.
average_server_time	Integer	The average amount of time that the agent spent handling queue calls, from ringing to call end.

Examples

Request example

Query the inbound call statistics of the extensions in an extension group (ID:"34") during 2022/04/01 12:00:00 AM-2022/04/15 11:59:59 PM.

Important:

If you want to filter call reports by date and time, the format of start_time and end_time MUST follow the date and time display format of your PBX, otherwise the response will not return any records.
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/list?type=extcallstatistics&start_time=2022/04/01 12:00:00 AM&end_time=2022/04/15 11:59:59 PM&ext_id_list=34&access_token=yzp2Ty69tJTZxKtoYWMZOyvmrcbDKm5S&communication_type=Inbound HTTP/1.1  
Host: 192.168.5.150:8088

Response example

HTTP/1.1 200 OK
{
    "errcode": 0,
    "errmsg": "SUCCESS",
    "total_number": 2,
    "ext_call_statistics_list": [
        {
            "ext_num": "2002",
            "ext_name": "Terrell Smith",
            "answered_calls": 40,
            "no_answer_calls": 10,
            "busy_calls": 3,
            "failed_calls": 0,
            "voicemail_calls": 7,
            "total_holding_time": 472,
            "total_talking_time": 588
        },
        {
            "ext_num": "2005",
            "ext_name": "Kristin Hale",
            "answered_calls": 16,
            "no_answer_calls": 0,
            "busy_calls": 0,
            "failed_calls": 0,
            "voicemail_calls": 0,
            "total_holding_time": 111,
            "total_talking_time": 141
        }
    ]
}