Data source: Inbound Call Data (App)

The Inbound Call Data data source is a collection of tables you can use to build user call data reports in App.

In this article

Overview

The Inbound Call Data data source is one of several data sources available for creating reports in App. To learn more about data sources in general, please see: Overview: Data sources for reports (App).

With the Inbound Call Data data source, you can create reports that show you the technical information behind phone calls made to your account from remote sources. 

Here are a few examples of what are considered remote sources: like a business partner outside of your company, a person calling an employee’s direct extension, or a person calling one of your employee’s DID (direct inbound dial phone number) that’s routed to the user’s extension. 

In other words, this data source contains tables that help you track and see data around calls made to users on your account from external sources.

You can use this data source to retrieve information like:

• Who was the local caller and who was the remote caller?

• What were the phone numbers of the call’s participants (in various formats)?

• How was the call quality (represented as packets sent, packets received, and packets lost)?

• What interaction(s) was the call associated with?

• What workflow session(s) was the call associated with? 

This data source shows you information about phone calls made to your account from remote destinations.

• To see data framed from the perspective of outbound calls received by your users, see: Data source: Outbound Call Data (App).

• To see data framed regardless of whether the call was inbound or outbound, see: Data source: User Call Data (App).

Use case

The most commonly created report with this data source is an inbound call data report.

With an inbound call data report, you can see the technical details of inbound calls to your users from remote sources. This is particularly useful for viewing technical details for calls on specific interactions.

For example, you can use this data source to see if there were connection issues on an interaction. This is represented in the number of packets that were sent or received, and how many of those packets were not successfully delivered (or “lost”).

Tables