Dialpad: Most-used fields

The table below gives information about most-used fields that you can import from Dialpad. Other fields might also be available in Adverity.

The fields that you can fetch in Adverity are updated regularly to reflect updates to data source APIs.

API name	Adverity UI name	Description	Use in Adverity
Meeting	Meeting	Represents data related to Dialpad video meetings, including their summaries, participants, and other relevant details. It allows for fetching, creating, updating, and managing meeting information.	metric
Rejected	Rejected	The number of calls that were rejected by the recipient or system.	metric
Ring No Answer	Ring No Answer	The number of calls that rang but were not answered.	metric
Unavailable	Unavailable	The state indicating an agent or resource is unavailable to handle interactions.	metric
abandoned	abandoned	The number of calls that were abandoned by the caller before being answered.	metric
all_calls	all_calls	The total number of all calls, including inbound, outbound, and internal calls.	metric
answered	answered	The number of calls that were successfully answered.	metric
asa	asa	Represents the Average Speed to Answer for calls, indicating the average time customers waited in a queue before their call was answered by an agent. This is a key metric for evaluating contact center performance.	metric
availability	availability	The status indicating whether an agent or resource is available to handle interactions.	dimension
available	available	Represents the time an agent or resource was available to receive calls or interactions.	metric
average_percent_ai_talk_time	average_percent_ai_talk_time	The average percentage of time an AI agent spent talking during a conversation.	metric
avg_hold_duration	avg_hold_duration	The average duration calls were placed on hold.	metric
avg_ringing_duration	avg_ringing_duration	The average duration calls spent ringing before being answered or otherwise handled.	metric
avg_talk_duration	avg_talk_duration	The average duration of talk time during calls.	metric
busy	busy	Indicates when an agent is unavailable to receive new Contact Center calls because they are currently engaged in another call, meeting, or have set their status to busy. This status is trackable for analytics and supervisor monitoring.	metric
call_id	call_id	Unique identifier for a specific call.	dimension
callback_id	callback_id	Unique identifier for a callback request.	dimension
callback_type	callback_type	The type or category of the callback request.	dimension
callbacks_cancelled	callbacks_cancelled	The number of callback requests that were cancelled.	metric
callbacks_completed	callbacks_completed	The number of callback requests that were successfully completed.	metric
callbacks_connected	callbacks_connected	The number of callback requests that successfully connected with the caller.	metric
callbacks_requested	callbacks_requested	The total number of callback requests initiated.	metric
callbacks_unconnected	callbacks_unconnected	The number of callback requests that failed to connect with the caller.	metric
cancelled	cancelled	The number of calls or interactions that were cancelled.	metric
company_id	company_id	Unique identifier for the company associated with the data.	dimension
date	date	The date of the call or activity.	dimension
date_callback_connected	date_callback_connected	The date and time when a callback was successfully connected.	dimension
date_callback_ended	date_callback_ended	The date and time when a callback interaction ended.	dimension
date_connected	date_connected	The date and time when a call was connected.	dimension
date_ended	date_ended	The date and time when a call or interaction ended.	dimension
date_first_rang	date_first_rang	The date and time when a call first started ringing.	dimension
date_queued	date_queued	The date and time when a call entered the queue.	dimension
date_rang	date_rang	The date and time when a call started ringing.	dimension
date_started	date_started	The date and time when a call or interaction began.	dimension
desk_phone	desk_phone	Represents a physical desk phone device provisioned within the Dialpad system. It includes information such as the device’s unique identifier, MAC address, assigned phone number, and owner details.	metric
desktop_app	desktop_app	Indicates if the interaction originated from or was handled by the Dialpad desktop application.	metric
device	device	The type of device used for the call or interaction (e.g., desktop app, mobile VoIP).	dimension
direct_to_voicemail	direct_to_voicemail	Indicates if a call was routed directly to voicemail.	metric
direction	direction	The direction of the call, e.g., inbound or outbound.	dimension
disposition	disposition	The outcome or resolution of a call or interaction.	dimension
email	email	The email address associated with an agent or user.	dimension
entry_point_call_id	entry_point_call_id	The Call ID of the initial entry point call in a series of connected calls.	dimension
entry_point_target_id	entry_point_target_id	The ID of the target (e.g., call center, department) where the call first entered the system.	dimension
entry_point_target_kind	entry_point_target_kind	The type of target (e.g., call center, department) where the call first entered the system.	dimension
external_number	external_number	The external phone number involved in the call.	metric
forwarded	forwarded	Indicates if a call was forwarded to another destination.	metric
forwarding_number	forwarding_number	The phone number to which a call was forwarded.	metric
handled	handled	The number of calls or interactions that were successfully handled.	metric
hold_duration	hold_duration	The total duration calls were placed on hold.	metric
hold_occurrences	hold_occurrences	The number of times a call was placed on hold.	metric
hour	hour	The hour of the day when the call or activity occurred.	metric
inbound_calls	inbound_calls	The number of inbound calls received.	metric
inbound_minutes	inbound_minutes	The total duration in minutes of inbound calls.	metric
internal_calls	internal_calls	The number of calls made between internal users or extensions.	metric
internal_number	internal_number	The internal phone number or extension involved in the call.	metric
is_internal	is_internal	Indicates whether the call was an internal call within the organization.	dimension
master_call_id	master_call_id	The unique identifier for the master call in a series of related calls (e.g., transfers, conferences).	dimension
message	message	The content of a message or a system message related to an event.	metric
minutes	minutes	The duration of an activity or call in minutes.	metric
missed	missed	The number of calls that were missed.	metric
mobile_voip	mobile_voip	Indicates if the interaction originated from or was handled by a mobile VoIP application.	metric
name	name	The name associated with an entity, such as an agent, call center, or office.	dimension
occupied	occupied	Indicates if an agent or a communication line is currently engaged and in use, meaning it is unavailable to handle additional calls or interactions at that moment.	metric
office_id	office_id	Unique identifier for an office.	dimension
operator_email	operator_email	The email address of the operator or agent.	dimension
operator_id	operator_id	Unique identifier for an operator or agent in the system.	dimension
operator_name	operator_name	The name of the operator or agent.	dimension
other_voicemails	other_voicemails	Refers to additional voicemail recordings or related data associated with a call or user, beyond a primary voicemail. This can include links to voicemail recordings and their transcriptions.	metric
outbound_calls	outbound_calls	The number of outbound calls made.	metric
outbound_connected	outbound_connected	The number of outbound calls that successfully connected.	metric
outbound_minutes	outbound_minutes	The total duration in minutes of outbound calls.	metric
participant_type	participant_type	The type of participant in a call (e.g., agent, caller, external).	dimension
percent_ai_listen_time	percent_ai_listen_time	The percentage of time an AI agent spent listening during a conversation.	dimension
percent_ai_silent_time	percent_ai_silent_time	The percentage of time an AI agent was silent during a conversation.	dimension
percent_ai_talk_time	percent_ai_talk_time	The percentage of time an AI agent spent talking during a conversation.	dimension
proxy_target_id	proxy_target_id	The unique identifier for the entity (Office, Department, Staff, Room, or Call Center) that serves as the caller ID for outbound calls.	dimension
queued_duration	queued_duration	The total duration calls spent in the queue.	dimension
queued_occurrences	queued_occurrences	The number of times a call was placed in a queue.	metric
recording_url	recording_url	The URL to access the call recording.	dimension
rejected	rejected	The number of calls that were rejected.	metric
ring_no_answer	ring_no_answer	The number of calls that rang but were not answered.	metric
ringing_duration	ringing_duration	The total duration calls spent ringing.	metric
ringing_occurrences	ringing_occurrences	The number of times a call rang.	metric
spam	spam	Indicates if a call was identified as spam.	metric
talk_duration	talk_duration	The total duration of talk time during calls.	metric
target_id	target_id	Unique identifier for the specific target (e.g., call center, department, agent) to which statistics or records apply.	dimension
target_kind	target_kind	The type of the target entity (e.g., ‘callcenter’, ‘department’, ‘user’).	dimension
target_type	target_type	The type of entity for which statistics are being requested (e.g., office, call center, department).	dimension
time_in_system	time_in_system	The total time a call or interaction spent within the Dialpad system.	dimension
time_to_answer	time_to_answer	The duration from when a call started ringing until it was answered.	dimension
timezone	timezone	Specifies the timezone to be used for processing and presenting statistics and reports. Values must conform to tz database names (e.g., ‘America/Los_Angeles’).	dimension
transferred_from_target_id	transferred_from_target_id	The ID of the target from which the call was transferred.	dimension
transferred_in	transferred_in	The number of calls that were transferred into the current target.	metric
transferred_out	transferred_out	The number of calls that were transferred out from the current target.	metric
transferred_to	transferred_to	Indicates the destination to which a call was transferred.	dimension
type	type	The type or category of an entity or event.	dimension
unavailable	unavailable	Indicates the duration an agent or resource was unavailable for calls or interactions.	metric
user_id	user_id	Unique identifier for a user or agent.	dimension
voicemail	voicemail	Indicates if a call resulted in a voicemail.	dimension
voicemails	voicemails	The total number of voicemails received.	metric
was_recorded	was_recorded	Indicates whether the call was recorded.	dimension
web_app	web_app	Indicates if the interaction originated from or was handled by the Dialpad web application.	metric
wrapup	wrapup	Represents the duration an agent spent on after-call work, also known as wrap-up time, after an interaction.	metric
wrapup_duration	wrapup_duration	The total duration of wrap-up time after calls.	dimension