Data Source: AI Agents

abandon_reason

String

Reason the call was abandoned (for example, caller hung up or no answer). Primarily relevant for incomplete or abandoned interactions.

agent_id

String

The unique identifier for the AI Agent configuration used for the interaction.

agent_name

String

The human-readable name of the AI Agent as configured.

call_direction

String

Indicates whether the interaction was inbound or outbound. Values: inbound, outbound.

call_duration

Integer

Total call duration in seconds from start to end.

call_rating

String

Call quality or experience rating, if configured. Values may include: positive, neutral, negative.

call_successful

Boolean

Whether the call completed successfully per the AI Agent. This reflects the conversation's own success flag, not a telephony-level record.

call_topic

String

The primary topic of the conversation as identified during the interaction (for example, billing_inquiry, cancellation).

called_number

String

The phone number dialed — the destination number for the call.

caller_frustration_level

String

A qualitative assessment of caller frustration during the interaction. Values may include: low, medium, high.

caller_number

String

The caller's originating phone number.

caller_sentiment

String

Overall sentiment for the caller's side of the conversation. Values may include: positive, neutral, negative.

conversation_id

String

The unique AI Agent conversation identifier. This is the primary key for the interaction at the provider level.

crm_companyId

String

The identifier for the customer's account or company record in a connected CRM, when populated via integration or dynamic variables.

custom_data_points

JSON Object

All custom dynamic variables captured during the interaction. This field often contains customer-specific metrics or identifiers set during the conversation.

custom_llm_response

Text

Additional AI-generated analysis or output configured in the AI Agent's prompts, beyond the core summary.

end_time

Timestamp

Call completion timestamp in ISO 8601 format.

error_code

String

Technical error code for a failed call initiation (for example, NO_ANSWER).

failure_reason

String

Human-readable explanation for a call initiation failure.

has_audio

Boolean

Indicates that a conversation-level audio recording exists for the call.

has_response_audio

Boolean

Indicates that the AI Agent's response audio is available.

has_user_audio

Boolean

Indicates that the caller's audio is available.

interaction_id

String

Internal unique identifier for the AI Agent record within Insights.

next_actions

Text

Recommended follow-up tasks or actions derived from the conversation.

organization_id

String

Internal identifier for the customer organization or account associated with the interaction.

path_taken

String

Identifier of the conversation flow or route taken through the AI Agent (for example, which dialog path or scenario was followed).

recording_url

String

URL where the final audio recording for the interaction is accessible.

retry_attempts

Integer

Number of attempts to initiate the call before a failure was finalized.

self_serve_status

Boolean

Indicates whether the customer was fully self-served by the AI Agent without being transferred to a human agent.

speaking_breakdown

String

Text representation of speaking-time distribution between the caller and the AI Agent (for example, caller: 60%, agent: 40%).

start_time

Timestamp

Call initiation timestamp in ISO 8601 format.

summary

Text

AI-generated summary describing the full interaction.

tool_calls

JSON Array

Detailed list of tool invocations during the interaction, including tool name, parameters, results, timestamps, and success flags.

tool_results

JSON

Aggregated or extracted results from tool executions during the interaction.

transfer_required

Boolean

Indicates whether the interaction required escalation or transfer to a human agent.

user_id

String

A customer-provided user identifier associated with the interaction, if supplied to the AI Agent.