--- schema_version: "1" id: 8477bcd0db008fde728143a23781059fbc1a551f28c13e6dfe73eebdfac8aa20 title: VoiceCallMetrics collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/object_reference/sforce_api_objects_voicecallmetrics.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_voicecallmetrics.htm source_site: developer.salesforce.com content_type: documentation content_hash: 2f4c1893fa1bbfc5f6cd75fb5eb56fcc1a0d137ef332fe5a5793b237774f177c description: Represents metrics for a VoiceCall lifecycle event, aggregated daily. This object is available in API version 56.0 and later. --- # 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. |