About Dialer Result Download

Last updated: 2024-01-23

Contributors

The Dialer Result Download provides data on all calls matching the search criteria. Administrators use this report to get information on specific agents and call/chat activities including agent notes.

Please Note

Calls will appear in this report a few minutes after a call ends or agent dispositions, whichever comes last. Live calls are not included in this report. If you wish to retrieve information on live calls, see the Active Calls API.

Primary Parameters

The dialer result report has a number of request properties that allow filtering results (criteria):

API Property	Description
`reportType`	set this to `DIALER_RESULT_DOWNLOAD`. This corresponds to the Dialer Result Download real-time report in the analytics console.
Criteria
`reportCriteria.criteriaType`	set this to `DIALER_RESULT_DOWNLOAD_CRITERIA`. This defines the criteria type for this specific report.
`reportCriteria.startDate`	a start date is required. This should be in ISO-8601 format such as: `2020-04-22T00:00:00.000-0000`.
`reportCriteria.endDate`	field is optional and uses the same format as `startDate`.
`reportCriteria.includeAuxData`	Set to `true` to download all aux data.
`reportCriteria.includeXferData`	Set to `true` to download all transfer data (fields that start with ‘transfer_’).
`reportCriteria.includeSpeedToLead`	Set to `true` to download all speed to lead data (fields that start with ‘speed_to_lead_’).
`reportCriteria.dialedLeadsReportType`	set to `ALL_LEADS` to retrieve all the leads, or `ALL_PASSES` to just retrieve passes for each lead, or `LAST_PASSES` to retrieve lead's last pass only.
`reportCriteria.systemDisposition`	a predefined set of disposition states. Please review the list of available disposition types.
Schedule
`reportCriteria.schedule.repeatOption`	set to `ONCE` to only run this report with this criteria a single time
`reportCriteria.schedule.scheduleTimezoneName`	Use the "TZ database name" from the tz database. For example, `US/Pacific`.

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

HTTP

POST /api/v1/admin/accounts/{accountId}/reportsStreaming
Authorization: bearer <myAccessToken>
Content-Type: application/json;charset=UTF-8
Accept: application/json

{
    "reportType":"DIALER_RESULT_DOWNLOAD",
    "reportCriteria":{
        "criteriaType":"DIALER_RESULT_DOWNLOAD_CRITERIA",
        "startDate":"2020-04-22T00:00:00.000-0000",
    "includeAuxData":true,
    "includeXferData":true,
    "includeSpeedToLead":true,
    "dialedLeadsReportType":"ALL_LEADS",
    "systemDisposition:":"ALL",
    "schedule": {
      "repeatOption":"ONCE",
      "scheduleTimezoneName":"US/Eastern"
    }
    }
}

System Disposition

API Property	Description
`ALL`	returns all dialed calls regardless of disposition type
`ANSWER`	returns answered calls
`NOANSWER`	returns calls with no answer
`MACHINE`	returns calls sent to a voicemail or an answering machine
`BUSY`	returns calls with a busy signal
`INTERCEPT`	returns calls noted as invalid numbers
`CONGESTION`	returns calls that ended due to excessive network traffic or insufficient bandwidth
`ABANDON`	returns calls that ended because the system could not find an available agent after dialing the lead
`ANSWER-NOT-PERSON`	returns calls that were answered, but the response was not a real person

Response

The dialer result report returns data in a CSV format like the following.

"callID","ID","campaign_id","campaign_name","country_name","lead_phone","lead_state","lead_timezone","title","first_name","mid_name","last_name","suffix","address1","address2","city","state","zip","lead_passes","pass_disposition","agent_disposition","call_start","duration","agent_notes","agent_id","extern_agent_id","username","agent_first_name","agent_last_name","loaded_caller_id","on_hold","dial_type","billing_code","aux_data1","aux_data2","aux_data3","aux_data4","aux_data5","aux_phone","upload_date","list_state","list_desc","recording_url","term_session","email","gate_keeper","live_answer_message","mach_answer_message","int_prefix","int_dest","int_cost","transfer_phone","transfer_disp","transfer_duration","transfer_type","speed_to_lead_first_pass","speed_to_lead_agent_conn","dial_duration","agent_wait_time","agent_wrap_time","transfer_dial_duration","dial_group_id","dial_group_name"

Fields

Column Name	Description
`callID`	The unique identifier for the call
`ID`	The unique record ID for this call
`campaign_id`	ID for the campaign
`campaign_name`	A friendly name for the campaign
`country_name`	The call's country of origin
`lead_phone`	The phone number of the lead being called
`lead_state`	The state in which the lead resides
`lead_timezone`	The timezone in which the lead resides
`title`	Name prefix like Mr., Mrs., Dr., etc.
`first_name`	The lead's first name
`mid_name`	The lead's middle name
`last_name`	The lead's last name
`suffix`	The leads suffix at the end of their name, like Jr.
`address1`	First line of address, typically containing street
`address2`	Second line of address
`city`	City where the lead resides
`state`	State where the lead resides
`zip`	Zip code where the lead resides
`lead_passes`	The number of passes the lead has accured so far
`pass_disposition`	The system disposition for the pass. See system disposition for disposition types
`agent_disposition`	The disposition created by the agent for this pass
`call_start`	The date and time the call began
`duration`	The duration of the call (in minutes)
`agent_notes`	Any notes the agent inserted into the disposition
`agent_id`	The agent ID associated with the pass
`extern_agent_id`	An external agent ID to associated with the pass
`username`	The agent's username
`agent_first_name`	The agent's first name
`agent_last_name`	The agent's last name
`loaded_caller_id`	The loaded caller ID to show the lead when the agent calls
`on_hold`	Duration, in seconds, the call was placed on hold by the agent
`dial_type`	Originating dial type of the call
`billing_code`	Billing code from the lead
`aux_data1-5`	Auxiliary data for the lead. This can be any information you wish to store for a lead
`aux_phone`	Auxiliary phone number for the lead. This can be any information you wish to store for a lead
`upload_date`	Upload date for a lead list. Note: If leads are added to an existing list, later on the upload date will still reflect the original upload date for the list, not the date the new leads were added
`list_state`	The state of the lead list
`list_desc`	A description of the lead list
`recording_url`	Web address (link) to access the recording of the call
`term_session`	Attempts to determine which party ended the call
`email`	The lead's email address
`live_answer_message`	Field from the lead, an audio file to be played on live answer of power dial
`mach_answer_message`	Field from the lead, an audio file to be played if machine answer is detected
`int_prefix`	The international prefix that was prepended to a lead number for international dialing
`int_dest`	Country destination for an international call
`int_cost`	Cost calculated for international call
`transfer_phone`	The phone number the call was transferred to
`transfer_disp`	The disposition of the transferred call
`transfer_duration`	The amount of time, in seconds, the call was connected to the transfer destination
`transfer_type`	The type of transfer (such as warm or cold) that occurred when the system transferred a connected lead
`speed_to_lead_first_pass`	The amount of time that passed between a lead first being loaded into the system and when the first attempt was made to dial the lead
`speed_to_lead_agent_conn`	The amount of time that passed between a lead first being loaded into the system and when the lead was connected to an agent
`dial_duration`	The amount of time the call spent dialing the destination, in seconds
`agent_wait_time`	The amount of time the agent spent waiting to be connected to the call
`agent_wrap_time`	The amount of time the agent spends pending disposition after a call
`transfer_dial_duration`	Time, in seconds, the call was dialing to the transfer destination
`dial_group_id`	The unique identifier for the dial group
`dial_group_name`	The name of the dial group