VoiceCallMetrics

Represents metrics for a VoiceCall lifecycle event, aggregated daily. This object is available in API version 56.0 and later.

Supported Calls

describeSObjects(), query(), retrieve()

Fields

Field Details
AverageSCVCallDuration
Type
double
Properties
Filter, Nillable, Sort
Description
The average call duration, measured in minutes, for a given day.
AvgMessagesPerCall
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The average number of transcription messages per call for a given day.
InboundCallsAgentsConnected
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of inbound calls where agents connect with callers for a given day.
MaxMessagesPerCall
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of transcription messages for the call with the highest number of said messages for a given day.
MaxSCVCallDuration
Type
double
Properties
Filter, Nillable, Sort
Description
The longest call duration, measured in minutes, for a given day.
MetricsDate
Type
date
Properties
Filter, Group, Sort
Description
The date and time (in UTC) when the metric was gathered. For example, daily metrics jobs run at 12am local instance time (not UTC).
NumACWInitiated
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of calls where After Conversation Work (ACW) is initiated for a given day.
NumCallbackCallsCtrCompleted
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of callback calls where interactive voice response (IVR) data is fully and completely captured from a telephony provider for a given day.
NumInboundCallsCtrCompleted
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of inbound calls where interactive voice response (IVR) data is fully and completely captured from a telephony provider for a given day.
NumInboundIVRAbandonCalls
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of inbound calls where callers disconnected while waiting in the interactive voice response (IVR) system for a given day.
NumInboundQueueAbandonCalls
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of inbound calls where callers disconnected while waiting in the queue for a given day.
NumOutboundCallsCtrCompleted
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of outbound calls where interactive voice response (IVR) data is fully and completely captured from a telephony provider for a given day.
NumRecordedCalls
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of calls where the conversation between an agent and caller is recorded for a given day.
NumSCVCallbackCalls
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of callback calls for a given day.
NumSCVInboundCalls
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of inbound calls for a given day.
NumSCVOutboundCalls
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of outbound calls for a given day.
NumSCVTransferCalls
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of transfer calls for a given day.
NumTransferCallsCtrCompleted
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of transfer calls where interactive voice response (IVR) data is fully and completely captured from a telephony provider for a given day.
OutboundCallsAgentsConnected
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The number of outbound calls where an agent is connected with a caller for a given day.
TotalACWInboundMinutes
Type
double
Properties
Filter, Nillable, Sort
Description
The total number of minutes agents spent in After Conversation Work (ACW) for inbound calls for a given day.
TotalACWOutboundMinutes
Type
double
Properties
Filter, Nillable, Sort
Description
The total number of minutes agents spent in After Conversation Work (ACW) for outbound calls for a given day.
TotalAgentInboundMinutes
Type
double
Properties
Filter, Nillable, Sort
Description
The total number of minutes agents spent talking to callers on inbound calls for a given day.
TotalHoldDurationMinutes
Type
double
Properties
Filter, Nillable, Sort
Description
The number of minutes callers were put on hold for a given day.
TotalIVRInboundMinutes
Type
double
Properties
Filter, Nillable, Sort
Description
The total number of minutes callers spent in the IVR system on inbound calls for a given day.
TotalMessages
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The total number of transcription messages for a given day.
TotalOutboundMinutes
Type
double
Properties
Filter, Nillable, Sort
Description
The total number of minutes agents spent talking to callers on outbound calls for a given day.
TotalQueueInboundMinutes
Type
double
Properties
Filter, Nillable, Sort
Description
For inbound calls, the total number of minutes callers spent in the queue waiting for a given day.