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}

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.
  • queueperformance: Queue Performance report.
  • queueperformanceactivity: Queue Performance Activity report.
  • queueagentperformance: Agent Performance report.
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 Queue Performance report. No Integer Set a time. Calls that proceeded within the specified time will be not be included in report. (Unit: Second)

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.
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).
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.
dst_num String The number 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.
ivr_num String IVR number.
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.
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.
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.
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.
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.
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.
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.
  • 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.
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.
disposition String Call status.
Note: This parameter indicates the status of the incoming call for the queue.
  • 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.
queue_num String Queue number.
agent_num String Agent number.

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.

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: yeastardocs.example.yeastarcloud.com

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"
        }
    ]
}