afv-library/skills/platform-data-and-tooling-api-context-get/assets/enterprise_api/VoiceCallMetrics.json

{
  "sections": [
    "title",
    "description",
    "fields",
    "field_reference"
  ],
  "title": "VoiceCallMetrics - Data API",
  "description": "Represents metrics for a VoiceCall lifecycle event, aggregated daily. This object is available in API version 56.0 and later.",
  "fields_columns": [
    "type",
    "properties",
    "description"
  ],
  "fields": {
    "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."
    }
  },
  "field_reference": {
    "AverageSCVCallDuration": {
      "field_label": "Average call duration in seconds",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "AvgMessagesPerCall": {
      "field_label": "Average number of messages per call",
      "type": "int",
      "digits": "9"
    },
    "Id": {
      "field_label": "Voice Call Metrics Id",
      "type": "id",
      "length": "18"
    },
    "InboundCallsAgentsConnected": {
      "field_label": "Number of Salesforce Voice Inbound Calls Connected To Reps",
      "type": "int",
      "digits": "9"
    },
    "MaxMessagesPerCall": {
      "field_label": "Max number of messages per call",
      "type": "int",
      "digits": "9"
    },
    "MaxSCVCallDuration": {
      "field_label": "Max call duration in seconds",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "MetricsDate": {
      "field_label": "Metrics Date",
      "type": "date"
    },
    "NumACWInitiated": {
      "field_label": "Number of Salesforce Voice Calls with ACW Minutes",
      "type": "int",
      "digits": "9"
    },
    "NumCallbackCallsCtrCompleted": {
      "field_label": "Number of Salesforce Voice Callback Calls with CTR Completed",
      "type": "int",
      "digits": "9"
    },
    "NumInboundCallsCtrCompleted": {
      "field_label": "Number of Salesforce Voice Inbound Calls with Completed CTR",
      "type": "int",
      "digits": "9"
    },
    "NumInboundIVRAbandonCalls": {
      "field_label": "Number of Abandoned Salesforce Voice Inbound IVR Calls",
      "type": "int",
      "digits": "9"
    },
    "NumInboundQueueAbandonCalls": {
      "field_label": "Number of Abandoned Salesforce Voice Inbound Queued Calls",
      "type": "int",
      "digits": "9"
    },
    "NumOutboundCallsCtrCompleted": {
      "field_label": "Number of Salesforce Voice Outbound Calls with Completed CTR",
      "type": "int",
      "digits": "9"
    },
    "NumRecordedCalls": {
      "field_label": "Number of Salesforce Voice Recorded Calls",
      "type": "int",
      "digits": "9"
    },
    "NumSCVCallbackCalls": {
      "field_label": "Number of Salesforce Voice Callback Voice Calls",
      "type": "int",
      "digits": "9"
    },
    "NumSCVInboundCalls": {
      "field_label": "Number of Service Cloud Inbound Voice Calls",
      "type": "int",
      "digits": "9"
    },
    "NumSCVOutboundCalls": {
      "field_label": "Number of Service Cloud Outbound Voice Calls",
      "type": "int",
      "digits": "9"
    },
    "NumSCVTransferCalls": {
      "field_label": "Number of Service Cloud Transfer Voice Calls",
      "type": "int",
      "digits": "9"
    },
    "NumSCVUniqueAgents": {
      "field_label": "Number of unique reps",
      "type": "int",
      "digits": "9"
    },
    "NumServiceDegradationCalls": {
      "field_label": "Number of Salesforce Voice Service Degradation Calls",
      "type": "int",
      "digits": "9"
    },
    "NumTransferCallsCtrCompleted": {
      "field_label": "Number of Salesforce Voice Transfer Calls with CTR Completed",
      "type": "int",
      "digits": "9"
    },
    "OutboundCallsAgentsConnected": {
      "field_label": "Number of Salesforce Voice Outbound Calls Connected To Reps",
      "type": "int",
      "digits": "9"
    },
    "SystemModstamp": {
      "field_label": "System Modstamp",
      "type": "datetime"
    },
    "TotalACWInboundMinutes": {
      "field_label": "Total ACW Minutes for Salesforce Voice Inbound Calls",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "TotalACWOutboundMinutes": {
      "field_label": "Total ACW Minutes for Salesforce Voice Outbound Calls",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "TotalAgentInboundMinutes": {
      "field_label": "Total Salesforce Voice Rep Inbound Call Minutes",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "TotalHoldDurationMinutes": {
      "field_label": "Total Salesforce Voice Hold Duration In Minutes",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "TotalIVRInboundMinutes": {
      "field_label": "Total Salesforce Voice IVR Inbound Call Minutes",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "TotalMessages": {
      "field_label": "Total number of messages",
      "type": "int",
      "digits": "9"
    },
    "TotalOutboundMinutes": {
      "field_label": "Total Salesforce Voice Outbound Call Minutes",
      "type": "double",
      "precision": "10",
      "scale": "2"
    },
    "TotalQueueInboundMinutes": {
      "field_label": "Total Salesforce Voice Inbound Call Minutes Routed To Queue",
      "type": "double",
      "precision": "10",
      "scale": "2"
    }
  },
  "field_reference_columns": [
    "field_label",
    "type",
    "precision",
    "scale",
    "digits",
    "length"
  ]
}