Retrieve historical call data

The identifier for this call attempt; used with originalId to tie all related call attempts together.

The original dispatch ID associated with the callback request. For calls that are a retry or rescheduled callback, this is the ID of the original call.

Identifies which Call Target is associated with the callback request.

The name of the Call Target that processed this call.

The name of the Segment that processed this call. If null, the call was not processed by a Segment.

The Phone Number or Widget that was used to register this Callback.

For calls in the voice channels, the ANI of the inbound call to Mindful.

For callbacks, this is the number the callback was registered for.

For callbacks, this is either asap or scheduled. For other call types, this is unknown.

Indicates which party Mindful attempted to connect with first.

The duration, in seconds, that a customer spent registering their callback via the voice channel.

An estimate of the duration, in seconds, that a customer would be waiting for their callback, calculated at the time the callback was registered.

The actual duration, in seconds, that the customer was waiting for their callback, based on the difference between the createdAt time and the processedAt time.

For first attempt callbacks, and calls without a callback, this is the RFC 3339-formatted timestamp at which Mindful first became aware of the call. For subsequent attempts, and rescheduled callbacks, this is the timestamp at which the retry was created by the previous attempt.

For callbacks, the RFC 3339-formatted timestamp at which the callback was expected to be processed.

An RFC 3339-formatted UTC timestamp representing the time at which the first leg of the callback was launched (to either the customer or contact center).

An RFC 3339-formatted UTC timestamp representing the time at which the callback attempt ended.

The length of time, in seconds, the callback spent in the waitlist, which is the difference between the Waitlisted and Dispatched events.

The delta, in seconds, between estimatedCallbackTime and actualCallbackTime, represented as a percentage of the estimatedCallbackTime.

The time, in seconds, between the estimatedFor and processedAt timestamps. Positive numbers indicate how many seconds late a callback was. Negative numbers indicate how many seconds early a callback was.

The elapsed time, in seconds, before the customer acknowledged the callback by pressing '1'.

The time, in seconds, the customer spent waiting for the agent to connect.

The length of time, in seconds, between an Agent accepting a Callback and their call being connected with the Customer.

The length of time, in seconds, the agent waited for the other party.

The length of time, in seconds, that the customer and agent were connected to each other.

The total duration, in seconds, of this call.

For calls that are retry callbacks, this number represents what number retry it was. 1 indicates this was the first retry after the original attempt, the original attempt being the call referenced by originalId.

For callbacks that were launched within the range quoted within the range calculated at the time of registration, this is true. For callbacks that were launched early or late, this is false.

Indicates whether another callback attempt will be made after this call. The value of originalId for any subsequent retries will be the same as the value of originalId for this call.

For inbound calls in the voice channel, indicates whether the caller chose to hold in person for an agent.

Indicates whether an attempt was made to register a callback to a phone number that Mindful considered a Duplicate Callback Request.

Indicates whether an attempt to register a callback was made outside of the Business Hours configured for the Call Target or Segment that processed this callback request.

Indicates whether a call arrived during a time period Mindful considered End of Business Day.

For calls arriving to Mindful during the End of Business Day period, indicates whether the option to request a callback during the next business day was offered.

For calls where a callback during the next business day was offered, indicates whether that option was accepted.

Indicates whether ECBT exceeded the configured ECBT Threshold when this call arrived. Not implemented for digital callbacks.

Indicates whether an attempt was made to register a callback to a phone number whose per minute toll charges exceed the maximum rate permitted.

Indicates whether the Priority Queue Timeout was exceeded on the agent leg of the call.

Indicates whether the call was initially delivered to an agent who did not accept the call, resulting in the call being delivered to another agent.

Indicates whether the customer chose to reshedule this callback for a later time.

Where the callback is rescheduled by the customer in this way, a subsequent call will be created. The value of orginalId for the subsequent call will be the same as the value of originalId for this call.

Indicates whether the inbound caller hung up before all of the requested metadata was collected.

Indicates whether the customer hung up first.

Indicates whether the agent hung up first.

Indicates whether the system intitated the disconnect.

Indicates whether there was an error on the customer leg of the callback attempt.

Indicates whether there was an error on the agent leg of the callback attempt.

Indicates whether the attempt to reach the caller resulted in a busy signal.

Indicates whether the attempt to reach the agent resulted in a busy signal.

Indicates whether the customer leg attempt was rejected.

Indicates whether the agent leg attempt was rejected.

Indicates whether there was a timeout on the customer leg.

Indicates whether there was a timeout on the agent leg.

Indicates whether a voicemail was left. Applies to callbacks where the first party called was an agent.

Indicates whether the maximum scheduled calls was exceeded for the timeslot a scheduled callback was requested for.