Introducing the Telavox Stream Liner. Discover more by clicking the tabs below: Stream Liner - Live and Stream Liner - Historic.
Stream Liner - Live
Introduction
This document outlines the structure and purpose of the Statistics product “Stream Liner”.
This product provides a JSON, which is designed to transmit real-time call data, including call statistics, interactions, queues, agents, and durations.
Data Sources
The provided JSONs represent three perspectives of the phone call.
Call overview
Consolidates an entire call journey into a single interaction, regardless of transfers, queue jumps, or multiple agents. Instead of treating each segment separately, all related call events are recorded as one entry in the JSON document, offering a complete call history.
URL: wss://statistics-webhook.telavox.se/calls
Queue
Generates a separate JSON document for each queue a call passes through. If a call never enters a queue, no document is created. However, if the call moves through multiple queues, a JSON document is generated for each one.
URL: wss://statistics-webhook.telavox.se/queues
Agent
Creates one JSON document for each phone call offered to an agent regardless whether the agent has answered or not the phone call. If the phone call has never been offered to the agent (for example hung up in the menu).
URL: wss://statistics-webhook.telavox.se/agents
Data Presence
Some fields (such as start, end, answer, id_call, call_direction, customer_telavox, duration, active) are always present.
Others, such as agent or queue data, are conditional and only appear if the information is relevant to that specific call. For example, if the phone call does not enter in any queue, there will be no queue objects.
Refresh Rate
The JSON document is updated in real-time as the call progresses. While the call is ongoing, the boolean field “active” will be set to 1. Once the call ends, the remaining fields such as end date and total duration will be filled in. Updates occur during the following events:
Call starts
Call enters a queue
Agent answers
Call ends
Multiple Call Participants
During a phone call, various participants such as agents, queues, IVRs can have an infinite number of iterations.
Since a call can involve many different agents or pass through multiple queues, storing every occurrence individually would lead to excessive data.
To manage this efficiently, the JSON structure introduces three key elements:
xxx_first: Captures the first participant of its type in the call.
xxx_last: Captures the last participant of its type.
Xxx_list: Provides an array containing all participants, if needed.
For example, if a call involves 4 different agents at various stages, the JSON will fully document the first and last agent while listing the rest in the xxx_list array. This approach ensures that all relevant participants are recorded without unnecessary data overload.
How to connect
To connect, choose the appropriate data source URL based on your needs:
Call overview wss://statistics-webhook.telavox.se/calls
Call queue wss//statistics-webhook.telavox.se/queues
Call agent wss://statistics-webhook.telavox.se/agents
Get your token
Telavox webagent > Settings > My Account > Username and password > Integration Manage Token > Create new Statistics Token
Username and password
Integration - Manage Token
Create new Token
Create new Statistics Token
Example 1: Hello World
Copy paste this code, add your url + token, and … time to stream!
Download the “Hello world” code in here: just get data
Example 2: Get just my data
Downlostreamliner.py advanced code in here: receive and store in a json file
Call Overview Json Example
Fields
id_call
Description: The unique identifier of the phone call. This call ID remains constant throughout all queue jumps, transfers, or other events that occur during the call.
Type: String (UUID)
Example:
"id_call": “37b02743-b4e8-47b1-a5d0-3e7000f0fe55”
Answered
Description: Indicates whether the call has been answered or not from an overall perspective. This flag will not be to “1” if it's just picked by an ivr. Just for a human.
Type: Integer (Boolean-like: 1 for answered, 0 for not answered)
Example:
"answered": 1
Internal
Description: Indicates whether the call is between two agents and has been done without going outside the public network.
Type: Integer (Boolean-like: 1 for internal, 0 for public)
Example:
"internal": 1
offered_and_answered
Description: The number of times the call was offered to an agent and successfully answered.
Type: Integer
Example:
"offered_and_answered": 4
offered_and_not_answered
Description: The number of times the call was offered to an agent but not answered. This is counted if the call was offered for more than 1 second.
Type: Integer
Example:
"offered_and_not_answered": 1
terminated_call_reason
Description: The reason the call ended.
Type: String
Values:
hangup / no_answer / busy / failed / redirect_no_answer / redirect_not_reachable / redirect_user_busy / toggle / queue_leave_abandon / queue_leave_digit / queue_leave_empty / queue_leave_timeout / queue_ohw_no_answer / queue_ohw_no_confirmation / queue_leave_full / redirect / answered_elsewhere / blind_transferred / at_complete / at_cancel / ivr_timeout / ivr_closed / bridged / answered_by_other_terminal / ivr_timeout / ivr_closed.
Example:
"terminated_call_reason": “queue_leave_empty”
simultaneous_device_calls
Description: Indicates how many devices were ringing simultaneously during the call.
Type: Integer
Example:
"simultaneous_device_calls": 1
active
Description: Indicates if the call is currently active.
Type: Integer (Boolean-like: 1 for active, 0 for not active)
Example:
"active": 0
Voicemail
Description: Indicates whether the call resulted in a personal voicemail (only phone calls, not chats etc)
Type: Integer (Boolean-like: 1 for voicemail, 0 for no voicemail)
Example:
"voicemail": 1
Transfer
Description: Indicates the number of transfers done in the phone call. Transfers can be done X number of times. The detail of the transfers call can be found in the transfer_first / transfer_last
Type: Integer
Example:
"trasnfers": 1
recorded
Description: Indicates if the call was recorded.
Type: Integer (Boolean-like: 1 for recorded, 0 for not recorded)
Example:
"recorded": 0
call_direction
Description: Specifies the direction of the call, whether it was incoming or outgoing.
Type: String
Values:
incoming: The call was received.
outgoing: The call was placed to a customer.
Example:
"call_direction": "incoming"
time
Description: Timestamps marking the start and end of the call, representing the absolute first and last interactions regardless of events during the call.
Fields:
start: Timestamp of the first interaction (in milliseconds).
end: Timestamp of the last interaction (in milliseconds).
Type: Object
Example:
"time": { "start": 1724407983816, "end": 1724408065261 }
customer_target
Description: The phone number of the customer involved in the call. This is the caller’s number for inbound calls, and the recipient’s number for outbound calls.
Fields:
number: Customer phone number.
Type: Object
Example:
"customer_target": { "number": "0034935475858" }
customer_telavox
Description: Information about the Telavox account associated with the call, including the account ID and name.
Fields:
id: Unique identifier for the Telavox account.
name: Name of the Telavox account.
Type: Object
Example:
"customer_telavox": { "id": "285964", "name": "Statistics Demo"}
on_hooked_calls
Description: Information about calls where the customer requested not to wait in the queue, opting for a callback instead.
Fields:
no_wait_request: The customer does not accept a callback.
answer_wait_request: The customer accepted to have a callback
customer_no_answer: The customer failed to answer the callback despite the agent called back.
Type: Object
Example:
"on_hooked_calls": { "no_wait_request": 3, "answer_wait_request": 5, "customer_no_answer": 2 }
agent_list
Description: A list of all agents involved in the call, including both those who answered and those who did not.
⚠️if the queue strategy is “ring all”, the agent list will include all the agents where the phone rang
Type: Array of Strings
Example:
"agent_list": [ "Agent Name A", "Agent Name B" ]
agent_list_answer
Description: List of agents who answered the call.
Type: Array of Strings
Example:
"agent_list_answer": [ "Agent Name A" ]
agent_list_no_answer
Description: List of agents to whom the call was offered but who did not answer.
Type: Array of Strings
Example:
"agent_list_no_answer": [ "Agent Name B" ]
⚠️if the queue strategy is “ring all”, the agent_list_no_answer will include all the agents that didn’t answered the phone call.
queue_list
Description: A list of all the queues that the call passed through.
Type: Array of Strings
Example:
"queue_list": [ "Queue Name A", "Queue Name B" ]
ivr_list
Description: A list of all the IVRs (Interactive Voice Response systems) that the call passed through.
Type: Array of Strings
Example:
"ivr_list": [ "ivr_name1", "ivr_name2" ]
duration
Description: To avoid having to do all the mathematics, we provide all the total durations together so you can take the data cooked for you
Fields:
queue: Time spent in the first and last queue, and total queue time.
first: Time spent in the first queue.
last: Time spent in the last queue.
total: Total time spent in queues.
ring: Time spent ringing the first and last agent, and total ring time.
first: Time spent ringing the first agent.
last: Time spent ringing the last agent.
total: Total time spent ringing.
⚠️In case that queue_first.strategy is “ring all”, the duration of the ring will be the summary of all the rings to all agents where the call rang.
To know the exact number of ring for one agent, you need to apply this formula:
ring / (offered_and_answered + offered_and_not_answered)
⚠️ In case there is a transfer, ring “last” will be the transfer ring time
talk: Time spent talking to the first and last agent, and total talk time.
first: Time spent talking to the first agent.
last: Time spent talking to the last agent.
total: Total talk time.
⚠️ In case there is a transfer, the talk “last” will be the transfer talk time
⚠️ In case there is a on hook, the talk will be the outgoing call from the agent to the customer
total: Total call duration.
wait_time: Time the customer spent waiting in total (ring + queue)
hold: Time spent on hold during the call.
Type: Object
Example:
"duration": {
"queue": {
"first": 10,
"last": 10,
"total": 20
},
"ring": {
"first": 10,
"last": 10,
"total": 20
},
"talk": {
"first": 10,
"last": 10,
"total": 20
},
"total": 45
"wait_time": 26,
"hold": 5
},
menu_digit
Description: Indicates what the customer has pressed in the menu and the object that has been redirected after.
Fields:
• dialed_number: The number that has been pressed by the user.
• destination: The description of the object where the phone has gone
• type: The type of the object
Type: Object
Example:
“menu_digit”: {
“dialed_number”: 1,
“destination”: “my queue”,
“type”: “queue”
}
ivr_first
Description: Represents the first IVR system the call interacted with.
Fields:
• id: The ID of the IVR.
• name: The name of the IVR.
• phone: The phone number of the IVR.
• timestamp: The timestamp in milliseconds when the interaction occurred.
Type: Object
Example:
“ivr_first”: {
“id”: 9999,
“name”: “ivr_name1”,
“phone”: “004599999999”,
“timestamp”: 1699758055455
}
ivr_last
Description: Represents the last IVR with which the call interacted.
Fields:
• id: The ID of the IVR.
• name: The name of the IVR.
• phone: The phone number of the IVR.
• timestamp: The timestamp when the interaction with the last IVR occurred.
Type: Object
Example:
“ivr_last”: {
“id”: 9998,
“name”: “ivr_name2”,
“phone”: “004599999998”,
“timestamp”: 1699758055555
}
queue_first
Description: Represents the first queue the call entered.
Fields:
• id: The ID of the queue.
• name: The name of the queue.
• phone: The phone number of the queue.
• strategy: The strategy used to assign the call.
• timestart: The timestamp in milliseconds when the call entered the queue.
• fail_reason: The reason the call left the queue (e.g., queue_leave_abandon).
reasons values:queue_leave_digit / queue_leave_empty / queue_leave_timeout / queue_leave_abandon / queue_pick / queue_leave_full
Type: Object
Example:
“queue_first”: {
“id”: 6667,
“name”: “Queue Name A”,
“phone”: “004599999997”,
“strategy”: “rrmemory”,
“timestart”: 1699758055916,
“fail_reason”: “queue_leave_abandon”
}
queue_last
Description: Represents the last queue the call entered.
Fields:
• id: The ID of the queue.
• name: The name of the last queue.
• phone: The phone number of the queue.
• strategy: The strategy used to assign the call (e.g., rrmemory).
• timestart: The timestamp in milliseconds when the call entered the queue.
• fail_reason: The reason the call left the queue (e.g., queue_leave_abandon).
reasons values:queue_leave_digit / queue_leave_empty / queue_leave_timeout / queue_leave_abandon / queue_pick / queue_leave_full
Type: Object
Example:
“queue_last”: {
“id”: 6666,
“name”: “Queue Name B”,
“phone”: “004599999996”,
“strategy”: “rrmemory”,
“timestart”: 1699758055916,
“fail_reason”: “queue_leave_abandon”
}
agent_first
Description: Represents the first agent who handled the call.
Fields:
• id: The unique identifier of the agent.
• name: The name of the first agent involved.
• phone: The phone number of the agent.
• answered: The timestamp (in milliseconds) when the agent answered the call.
Type: Object
Example:
"agent_first": {
"id": 5555,
"name": "Agent Name A",
"phone": "004599999993",
"answered": 1699758071921
}
agent_last
Description: Represents the last agent who handled the call.
Fields:
• id: The unique identifier of the last agent.
• name: The name of the last agent involved.
• phone: The phone number of the agent.
• answered: The timestamp when the agent answered the call.
Type: Object
Example:
"agent_last": {
"id": 6666,
"name": "Agent Name B",
"phone": "004599999992",
"answered": 1699758071921,
}
redirected
Description: Provides details about how many times and for what reasons the call was redirected.
Fields:
• total: redirections that occurred during the call.
• no_reason: redirections with no specific reason provided.
• no_answer:redirections because the recipient didn’t answer.
• no_reachable: redirections because the recipient was unreachable.
• user_busy: redirections because the recipient was busy.
• unconditional: unconditional redirections .
Type: Object
Example:
"redirected": {
"total": 5,
"no_reason": 1,
"no_answer": 1,
"no_reachable": 1,
"user_busy": 1,
"unconditional": 1
}
transfer_first
Description: Provides information about the first transfer that occurred during the call.
Fields:
• type: The type of transfer (e.g., “blind”).
• answered: Indicates if the transfer was answered (1 for yes, 0 for no).
Type: Object
Example:
"transfer_first": {
"type": "blind",
"answered": 1
}
transfer_last
Description: Provides information about the last transfer that occurred during the call.
Fields:
• type: The type of transfer (e.g., “blind”).
• answered: Indicates if the transfer was answered (1 for yes, 0 for no).
Type: Object
Example:
"transfer_first": {
"type": "blind",
"answered": 1
}
Call Queue Json Example
Fields
id_call
Description: The unique identifier of the phone call. This call ID remains constant throughout all queue jumps, transfers, or other events that occur during the call.
Type: String (UUID)
Example: “id_call”: “42139dbf-f0a9-43e9-9b58-9999999”
Answered
Description: Indicates whether the call has been answered or not from an overall perspective. This flag will not be set to “1” if it’s just picked by an IVR—only if answered by a human.
Type: Integer (Boolean-like: 1 for answered, 0 for not answered)
Example: “answered”: 1
Active
Description: Indicates if the call is currently active.
Type: Integer (Boolean-like: 1 for active, 0 for not active)
Example: “active”: 0
Voice mail
Description: Indicates whether the call resulted in a personal voicemail (only phone calls, not chats, etc.).
Type: Integer (Boolean-like: 1 for voicemail, 0 for no voicemail)
Example: “voicemail”: 1
Recorded
Description: Indicates if the call was recorded.
Type: Integer (Boolean-like: 1 for voicemail, 0 for no voicemail)
Example: “recorded”: 1
Transfer
Description: Indicates if the call was transferred.
Type: Integer (Boolean-like: 1 for voicemail, 0 for no voicemail)
Example: “transfer”: 1
call_direction
Description: Specifies the direction of the call, whether it was incoming or outgoing.
Type: String
Values:
incoming: The call was received.
outgoing: The call was placed to a customer.
Example: "direction": "incoming"
Time
Description: Timestamps marking the start and end of the call, representing the absolute first and last interactions regardless of events during the call
Type: String
Values:
start: Timestamp of the first interaction (in milliseconds).
end: Timestamp of the last interaction (in milliseconds).
Example:
“time”: { “start”: 1697795851426, “end”: 1697795907796 }
customer_target
Description: The phone number of the customer involved in the call. This is the caller’s number for inbound calls, and the recipient’s number for outbound calls.
Fields:
number: Customer phone number.
Type: Object
Example:
"customer_target": { "number": "0034935475858" }
customer_telavox
Description: The Information about the Telavox account associated with the call, including the account ID and name.
Fields:
id: Unique identifier for the Telavox account.
name: Name of the Telavox account.
Type: Object
Example:
“customer_telavox”: { “id”: “5555”, “name”: “telavox customer name” }
on_hooked_calls
Description: Information about calls where the customer requested not to wait in the queue, opting for a callback instead.
Fields:
no_wait_request: The customer does not accept a callback.
answer_wait_request: The customer accepted to have a callback
customer_no_answer: The customer failed to answer the callback despite the agent called back.
Type: Object
Example:
"on_hooked_calls": { "no_wait_request": 3, "answer_wait_request": 5, "customer_no_answer": 2 }
agent_list
Description: A list of all agents involved in the call, including both those who answered and those who did not..
Type: Array of Strings
Example:
“agent_list”: [ “Agent Name A”, “Agent Name B” ]
agent_list_answer
Description: List of agents who answered the call.
Type: Array of Strings
Example:
“agent_list_answer”: [ “Agent Name A” ]
agent_list_no_answer
Description: List of agents to whom the call was offered but who did not answer.
Type: Array of Strings
Example:
“agent_list_no_answer”: [ “Agent Name B” ]
agent_first
Description: Represents the first agent who handled the call
Fields
id: The unique identifier of the agent.
name: The name of the first agent involved
phone: The phone number of the agent.
answered: The timestamp (in milliseconds) when the agent answered the call.
Type: Array of Strings
Example:
“agent_first”: { “id”: 5555, “name”: “Agent Name A”, “surname”: “Grill”, “phone”: “004599999993”, “answered”: 1699758071921 }
agent_last
Description: Represents the last agent who handled the call
Fields
id: The unique identifier of the agent.
name: The name of the last agent involved
phone: The phone number of the lat agent.
answered: The timestamp (in milliseconds) when the last agent answered the call.
Type: Array of Strings
Example:
“agent_last”: { “id”: 5555, “name”: “Agent Name A”, “surname”: “Grill”, “phone”: “004599999993”, “answered”: 1699758071921 }
queue
Description: Represents the queue the call entered
Fields
id: The unique identifier of the agent.
name: The name of the last agent involved
phone: The phone number of the lat agent.
answered: The timestamp (in milliseconds) when the last agent answered the call.
Type: Array of Strings
Example:
“agent_last”: { “id”: 5555, “name”: “Agent Name A”, “surname”: “Grill”, “phone”: “004599999993”, “answered”: 1699758071921 }
ivr
Description: Represents the IVR system the call interacted with.
Fields
id: The id of the ivr
name: The name of the IVR
phone: The phone number of the IVR.
Type: Object
Example: “ivr”: { “name”: “description of the ivr”, “id”: 29968, “phone”: “34986267549”}
duration
Description: Provides total durations for different stages of the call.
Fields
total: Total call duration.
queue: Time spent in the queue.
ring: Time spent ringing.
talk: Time spent talking.
hold: Time spent on hold.
Type: Object
Example: “duration”: { “total”: 50, “queue”: 10, “ring”: 10, “talk”: 20, “hold”: 10 }
Call Agent Json Example
Fields
id_call
Description: The unique identifier of the phone call. This call ID remains constant throughout all queue jumps, transfers, or other events that occur during the call.
Type: String (UUID)
Example: “id_call”: “42139dbf-f0a9-43e9-9b58-9999999”
answered
Description: Indicates whether the call has been answered or not from an overall perspective. This flag will not be set to “1” if it’s just picked by an IVR—only if answered by a human.
Type: Integer (Boolean-like: 1 for answered, 0 for not answered)
Example: “answered”: 1
active
Description: Indicates if the call is currently active.
Type: Integer (Boolean-like: 1 for active, 0 for not active)
Example: “active”: 0
recorded
Description: Indicates if the call was recorded.
Type: Integer (Boolean-like: 1 for recorded, 0 for not recorded)
Example: “recorded”: 1
transfer
Description: Indicates if the call was transferred.
Type: Integer (Boolean-like: 1 for transfer, 0 for not transfered)
Example: “transfer”: 1
call_direction
Description: Specifies the direction of the call, whether it was incoming or outgoing.
Type: String
Values:
incoming: The call was received
outgoing: The call was placed to a customer.
Example: "call_direction": "incoming"
agent_end_reason
Description: why the phone call has ended. The agent hang up, the customer hang up
Type: String
Example: "agent_end_reason": "agent_hangup"
internal
Description: Indicates whether the call is between two agents and has been done without going outside the public network.
Type: Integer (Boolean-like: 1 for internal, 0 for public)
Example:
"internal": 1
simultaneous_device_calls
Description: Indicates how many devices were ringing simultaneously during the call.
Type: Integer
Example:
"simultaneous_device_calls": 1
time
Description: Timestamps marking the start and end of the call, representing the absolute first and last interactions regardless of events during the call
Type: String
Values:
start: Timestamp of the first interaction (in milliseconds).
end: Timestamp of the last interaction (in milliseconds).
answered: Timestamp of the time the phone call was answered (in milliseconds).
Example:
"time": { "start": 1697795851426, "end": 1697795907796, "answered": 1697795907796 },
customer_target
Description: The phone number of the customer involved in the call. This is the caller’s number for inbound calls, and the recipient’s number for outbound calls.
Fields:
number: Customer phone number.
Type: Object
Example:
"customer_target": { "number": "0034935475858" }
customer_telavox
Description: The Information about the Telavox account associated with the call, including the account ID and name.
Fields:
id: Unique identifier for the Telavox account.
name: Name of the Telavox account.
Type: Object
Example:
“customer_telavox”: { “id”: “5555”, “name”: “telavox customer name” }
Agent
Description: Basic Information about the agent who received the phone call
Fields:
id: The id of the agent
name: Name and surname
phone: Associated phone call of the agent
time_zone: The timezone where the agent is configurated
Type: Object
Example:
"agent": { "id": "39940", "name": "Joseph", "phone": "34986267549", "time_zone": "Europe/Madrid" }
on_hooked_calls
Description: Indicates if the agent is in a call that was hooked.
Type: Integer (Boolean-like: 1 for active, 0 for not active)
Example: “on_hooked_calls”: 0
queue
Description: Represents the queue the call entered
Fields
id: The unique identifier of the queue.
name: The name of the queue
phone: The phone number assigned to this queue
strategy: the way the queue offers the phone calls to the agents
Type: Array of Strings
Example:
"queue": { "id": 6667, "name": "Queue Name A", "phone": "004599999997", "strategy": "rrmemory", "timestart": 1699758055916 }
ivr
Description: Represents the IVR system the call interacted with.
Fields
id: The id of the ivr
name: The name of the IVR
phone: The phone number of the IVR.
Type: Object
Example: “ivr”: { “name”: “description of the ivr”, “id”: 29968, “phone”: “34986267549”}
duration
Description: Provides total durations for different stages of the call.
Fields
total: Total call duration.
ring: Time spent ringing.
talk: Time spent talking.
hold: Time spent on hold.
Type: Object
Example: “duration”: { “total”: 50, “ring”: 10, “talk”: 20, “hold”: 10 }
Stream Liner - Historic
Introduction
In addition to the real-time data provided by the WebSocket endpoints, Streamliner also offers an on-demand data retrieval option through GraphQL. This allows you to request historical or aggregated call data, agent activity, and queue information when needed, rather than only receiving real-time events.
Overview
Base URL: https://statistics-api.telavox.se
Endpoint: POST /graphql
Authentication: Authentication: Bearer <TVX App Token>
Content-Type: application/json
Time: All timestamps are ISO 8601 in UTC (e.g., 2025-10-01T10:15:21Z).
Durations: All duration values are expressed in seconds unless stated otherwise.
Would you like to use Postman for testing? You can grab the collection here: link
Schema Definition Language
The Schema Definition Language (SDL) describes the complete structure of a GraphQL API.
It defines what data sources are available, the types of data each operation returns, and which fields you can request when building queries.
Data Sources
These are the main entry points of the API. Each data source represents a logical view of the system and can be queried directly:
- calls: Provides a complete view of the entire call journey, including agents, queues, IVRs, durations, and call outcomes.
- agents: Offers agent-focused call and activity information, such as handling times, directions, and call states.
- queues: Delivers queue-level call data, including waiting times, strategies, and performance metrics.
Input Types (Filters & Arguments)
Input types define how you can refine and limit query results. They let you constrain time ranges and control pagination so large datasets can be processed safely and efficiently.
OverviewFilter
Description: Filters records by time window.
Fields
startDate: ISO 8601 date-time string (UTC). Example: 2025-10-01T00:00:00Z
endDate: ISO 8601 date-time string (UTC). Example: 2025-10-02T23:59:59Z
Both fields are optional, but using them together is recommended to bound queries.
Results include records whose timestamps fall within the inclusive start and exclusive end window unless otherwise specified by the API.
Pagination
Parameters
These arguments are applied directly on the root queries (callOverview, agentOverview, queueOverview):
first (Int): Number of records to return in one page (page size; subject to service limits)
after (String): Cursor token returned by the previous page; use it to continue fetching the next page.
Pagination Behavior
Responses include cursor and hasNextPage.
Continue paginating while hasNextPage is true, passing the last returned cursor as after.
If hasNextPage is false, you have reached the end of the result set.
Best Practices
Always prefer bounded queries (provide startDate and endDate).
Choose a reasonable first value to keep responses manageable.
Retry with the same after cursor if a transient error occurs; if the cursor expires, restart from the last successful cursor or re-run the query for the same window.
All timestamps are ISO 8601 in UTC; all duration values are expressed in seconds unless otherwise noted.
Returned Data
Each data source returns a connection object that wraps the records and provides pagination details:
data: The actual list of records (e.g., CallOverviewRecord, AgentOverviewRecord).
totalCount: Total number of records matching your request.
cursor and hasNextPage: Indicators for navigating through paginated results.
Errors & Responses
GraphQL validation errors are returned in the errors array.
Authentication and authorization failures return HTTP 401/403.
Invalid fields or unknown arguments cause GraphQL schema validation errors.
Query Examples
Full Record Query (All Fields)
Selective Query (Requesting Specific Fields Only)
Combining Filters and Pagination
Performance Tip: Request Only Needed Fields
Types & Fields Reference
CallOverview
AgentOverview
Queue Overview
Common Nested Types
Query Examples
Minimal Query
Download example for macos/linux
Use this query as the simplest possible request to the API.
It demonstrates how to fetch only a few key fields (such as idCall and answered) without applying filters or pagination.
This is the best starting point to verify connectivity and understand the basic structure of the GraphQL response before building more complex queries.
Download example for macos/linux
Use this query to retrieve records within a specific time range.
The startDate and endDate parameters accept ISO 8601 date-time strings and allow you to limit the dataset to the desired period.
This approach is recommended when you need to analyze historical data or generate reports for a defined date range instead of retrieving all available records.
Download example for macos/linux
Use this query when the result set can be large and you need to process it in smaller chunks.
The first parameter defines how many records to retrieve per page, while the after parameter uses the cursor returned by the previous page to continue fetching data.
This approach prevents timeouts, keeps responses manageable, and is recommended for integrations that need to handle large historical datasets.
Full Record Query (All Fields)
Download example for macos/linux
Use this query when you want to retrieve the complete call object with every available field.
It is ideal for exploring the full schema, validating your integration, or exporting all call data for analysis.
Since it returns the maximum amount of information, it is more resource-intensive and should only be used when you really need the full payload.
Download example for macos/linux
Use this query when you only need a small subset of fields instead of the full record.
By requesting only the specific data required (in this example idCall and the wait duration), the response payload becomes lighter and the request is faster.
This approach is recommended for dashboards or reports that do not need the full call structure.
Download example for macos/linux
This is useful when you need to download a large historical dataset step by step without overloading the response.
Filter: limits the results to a specific date range.
First: Requests the first 50 records in the page.
After: Continues from the cursor returned in the previous page “"cursorTokenExample123"
Download example for macos/linux
This query shows how to optimize performance and reduce payload size by requesting only the fields you really need.
Instead of fetching the entire record, you ask for a minimal subset (here just idCall, answered, and duration.total).
This improves speed, reduces bandwidth, and makes your integration lighter when you don’t need the full call object.
idCall
Description: Unique identifier of the call (stable across transfers, queue jumps, etc.).
Type: String (UUID)
Example: "42139dbf-f0a9-43e9-9b58-9999999"
customerTarget
Description: Target customer information.
Type: CustomerTarget
-
Fields:
number (String)
Example: { number: "0034935475858" }
callDirection
Description: Direction of the call.
Type: String (values: "incoming", "outgoing")
Example: "incoming"
offeredAndAnswered
Description: Count of offers to agents that were answered.
Type: Int
Example: 4
offeredAndNotAnswered
Description: Count of offers to agents that were not answered (only counted if offered > 1s).
Type: Int
Example: 1
onHookedCalls
Description: Callback/"on hook" outcomes for the call.
Type: OnHookedCalls
-
Fields:
noWaitRequest (Int)
answerWaitRequest (Int)
customerNoAnswer (Int)
Example: { noWaitRequest: 3, answerWaitRequest: 5, customerNoAnswer: 2 }
simultaneousDeviceCalls
Description: Number of devices that rang simultaneously for this call.
Type: Int
Example: 1
inactiveNumber
Description: Helper counter/flag for inactive numbers (if exposed by backend).
Type: Int
Example: 0
duration
Description: Aggregated durations for the call.
Type: CallOverviewDuration
-
Fields:
ring (DurationDetail: first, last, total)
queue (DurationDetail: first, last, total)
talk (DurationDetail: first, last, total)
total (Int) – total call duration
onHold (Int) – total time on hold
wait (Int) – total waiting time (e.g., queue + ring)
Example: { total: 45, talk: { first: 10, last: 10, total: 20 }, ring: { first: 10, last: 10, total: 20 }, queue: { first: 10, last: 10, total: 20 }, onHold: 5, wait: 26 }
answered
Description: Whether the call was answered (overall, by a human).
Type: Int (1 = answered, 0 = not answered)
Example: 1
active
Description: Whether the call is currently active.
Type: Int (1 = active, 0 = not active)
Example: 0
agentFirst
Description: First agent who handled (or was first to answer) in the journey.
Type: Agent
-
Fields (common):
id (Int)
name (String)
phone (String)
email (String)
answered (DateTime)
toTransfer (Int)
fromTransfer (Int)
licence (Licence)
Example: { id: 5555, name: "Agent Name A", phone: "0045…", answered: "2025-10-01 T10:15:21Z" }
agentLast
Description: Last agent who handled in the journey.
Type: Agent
Example: { id: 6666, name: "Agent Name B", phone: "0045…", answered: "2025-10-01 T10:16:30Z" }
agentList
Description: All agent display names involved in the call (answered or not).
Type: [String!]
Example: ["Agent Name A", "Agent Name B"]
agentListAnswer
Description: Agent display names who answered.
Type: [String!]
Example: ["Agent Name A"]
agentListNoAnswer
Description: Agent display names who were offered but did not answer.
Type: [String!]
Example: ["Agent Name B"]
queueFirst
Description: First queue the call entered.
Type: Queue
-
Fields:
id (Int)
name (String)
phone (String)
strategy (String)
timestart (DateTime)
failReason (String)
Example: { id: 6667, name: "Queue A", strategy: "rrmemory", timestart: "2025-10-01 T10:14:15Z", failReason: "queue_leave_abandon" }
queueLast
Description: Last queue the call entered.
Type: Queue
Example: { id: 6666, name: "Queue B", strategy: "rrmemory", timestart: "2025-10-01 T10:14:45Z", failReason: "queue_leave_timeout" }
queueList
Description: Names of all queues traversed by the call.
Type: [String!]
Example: ["Queue A", "Queue B"]
ivrFirst
Description: First IVR the call interacted with.
Type: IVR
-
Fields:
id (Int)
name (String)
phone (String)
timestamp (DateTime)
Example: { id: 9999, name: "Main IVR", phone: "0045…", timestamp: "2025-10-01 T10:13:55Z" }
ivrLast
Description: Last IVR the call interacted with.
Type: IVR
Example: { id: 9998, name: "Transfer IVR", phone: "0045…", timestamp: "2025-10-01 T10:14:05Z" }
ivrList
Description: Names of all IVRs traversed by the call.
Type: [String!]
Example: ["IVR A", "IVR B"]
queuePickup
Description: Queue pickup indicator/counter (if provided by backend).
Type: Int
Example: 0
time
Description: Start/end timestamps for the overall call journey.
Type: CallOverviewTime
-
Fields:
start (DateTime)
end (DateTime)
Example: { start: "2025-10-01 T10:13:35Z", end: "2025-10-01 T10:14:50Z" }
transferFirst
Description: First transfer details in the call.
Type: Transfer
-
Fields:
type (String)
answered (Int)
Example: { type: "blind", answered: 1 }
transferLast
Description: Last transfer details in the call.
Type: Transfer
Example: { type: "blind", answered: 1 }
transfers
Description: Total number of transfers performed in the call.
Type: Int
Example: 4
redirected
Description: Redirection reasons and counts during the call.
Type: Redirected
-
Fields:
total (Int)
noReason (Int)
noAnswer (Int)
notReachable (Int)
userBusy (Int)
unconditional (Int)
Example: { total: 5, noReason: 1, noAnswer: 1, notReachable: 1, userBusy: 1, unconditional: 1 }
recorded
Description: Whether the call was recorded.
Type: Int (1 = recorded, 0 = not recorded)
timeIvrClosed
Description: Timestamp when IVR closed condition occurred (if applicable).
Type: DateTime
Example: "2025-10-01 T10:13:40Z"
timeIvrTimeout
Description: Timestamp when IVR timeout occurred (if applicable).
Type: DateTime
Example: "2025-10-01 T10:13:45Z"
timeIvrDigit
Description: Timestamp when the user pressed a digit in the IVR (if applicable).
Type: DateTime
Example: "2025-10-01 T10:13:47Z"
menuDigit
Description: Last menu digit pressed and its routing destination.
Type: MenuDigit
-
Fields:
dialedNumber (String)
destination (String)
type (String)
Example: { dialedNumber: "1", destination: "My queue", type: "Queue" }
terminatedCallReason
Description: Final termination reason of the call.
Type: String (e.g., hangup, no_answer, busy, redirect_*, queue_leave_*, ivr_timeout, ivr_closed, answered_elsewhere, blind_transferred, etc.)
Example: "queue_leave_empty"
internal
Description: Whether the call was internal (within the organization) or external.
Type: Int (1 = internal, 0 = external/public)
saveKeyInput
Description: List of key/value inputs captured during IVR (if enabled).
Type: [SaveKeyInput!]
-
Fields:
variableName (String)
input (String)
Example: [{ variableName: "orderId", input: "A12345" }]
timestamp
Description: Server-side timestamp associated with the record emission/update.
Type: DateTime
Example: "2025-10-01 T10:15:00Z"
Agent Overview
idCall
Description: Unique identifier of the call (stable across transfers, queues, etc.).
Type: String (UUID)
Example: “42139dbf-f0a9-43e9-9b58-9999999”
callDirection
Description: Direction of the call.
Type: String (values: “incoming”, “outgoing”)
Example: “incoming”
active
Description: Whether this agent-leg is currently active.
Type: Int (1 = active, 0 = not active)
answered
Description: Whether the call was answered (by a human) for this agent-leg.
Type: Int (1 = answered, 0 = not answered)
agent
Description: Agent details for the offered/handled call.
Type: Agent
Fields (common): id (Int), name (String), phone (String), email (String), answered (DateTime), toTransfer (Int), fromTransfer (Int), licence (Licence)
Example: { id: 39940, name: “Joseph”, phone: “0034986…”, answered: “2025-10-01 T10:15:21Z” }
ivr
Description: IVR information associated with this agent-leg.
Type: IVR
Fields: id (Int), name (String), phone (String), timestamp (DateTime)
Example: { id: 29968, name: “Main IVR”, phone: “0034…”, timestamp: “2025-10-01 T10:14:10Z” }
queue
Description: Queue context from which the call was offered to the agent.
Type: Queue
Fields: id (Int), name (String), phone (String), strategy (String), timestart (DateTime)
Example: { id: 6667, name: “Queue A”, strategy: “rrmemory”, timestart: “2025-10-01 T10:14:15Z” }
customerTarget
Description: Target customer information.
Type: CustomerTarget
Fields: number (String)
Example: { number: “0034935475858” }
onHookedCalls
Description: Indicates if this agent-leg corresponds to an on-hook/callback flow.
Type: Int
transfer
Description: Whether a transfer occurred in this agent-leg.
Type: Int (1 = transferred, 0 = not transferred)
recorded
Description: Whether this agent-leg was recorded.
Type: Int (1 = recorded, 0 = not recorded)
time
Description: Timestamps for the agent-leg.
Type: AgentOverviewTime
Fields: start (DateTime), end (DateTime), answered (DateTime)
Example: { start: “2025-10-01 T10:13:35Z”, answered: “2025-10-01 T10:15:21Z”, end: “2025-10-01 T10:20:10Z” }
duration
Description: Aggregated durations for the agent-leg.
Type: AgentOverviewDuration
Fields: total (Int), ring (Int), talk (Int), hold (Int)
Example: { total: 420, ring: 10, talk: 360, hold: 50 }
simultaneousDeviceCalls
Description: Number of the agent’s devices that rang simultaneously.
Type: Int
agentEndReason
Description: Reason why the agent-leg ended (e.g., agent\_hangup, customer\_hangup).
Type: String
Example: “agent\_hangup”
voicemail
Description: Whether this leg resulted in a personal voicemail.
Type: Int (1 = voicemail, 0 = no voicemail)
internal
Description: Whether this agent-leg was part of an internal call (within the organization).
Type: Int (1 = internal, 0 = external/public)
Queue Overview
idCall
Description: Unique identifier of the call. Remains the same across all transfers, queue jumps, and agent legs.
Type: String (UUID)
Example: “42139dbf-f0a9-43e9-9b58-9999999”
callDirection
Description: Direction of the call.
Type: String (values: incoming, outgoing)
Example: “incoming”
active
Description: Indicates whether this queue segment is currently active.
Type: Int (1 = active, 0 = not active)
answered
Description: Indicates if the call was answered (by a human) while in this queue.
Type: Int (1 = answered, 0 = not answered)
agent
Description: Details of the agent who ultimately handled or was offered the call from this queue.
Type: Object
-
Fields:
id: Int — Agent ID
name: String — Agent display name
phone: String — Agent phone number
email: String — Agent email address
answered: DateTime — When the agent answered the call
toTransfer: Int — Indicates if the call was transferred to this agent
fromTransfer: Int — Indicates if the call was transferred from this agent
licence: Object — Licence details (type, ccpro)
ivr
Description: IVR context associated with this queue segment.
Type: Object
-
Fields:
id: Int — IVR ID
name: String — IVR name
phone: String — IVR phone number
timestamp: DateTime — When the IVR was reached
queue
Description: Queue information for this call segment.
Type: Object
-
Fields:
id: Int — Queue ID
name: String — Queue name
phone: String — Queue phone number
strategy: String — Queue strategy (e.g., rrmemory, ring_all)
timestart: DateTime — When the call entered this queue
failReason: String — Reason the call left the queue (e.g., queue_leave_abandon, queue_leave_timeout)
customerTarget
Description: Information about the customer (caller or callee).
Type: Object
-
Fields:
number: String — Customer phone number
onHookedCalls
Description: Indicates if this queue segment was part of an on-hook or callback flow.
Type: Int (1 = yes, 0 = no)
transfer
Description: Indicates if a transfer occurred during this queue segment.
Type: Int (1 = transferred, 0 = not transferred)
recorded
Description: Indicates whether the call was recorded while in this queue.
Type: Int (1 = recorded, 0 = not recorded)
time
Description: Timestamps for this queue segment.
Type: Object
-
Fields:
start: DateTime — When the call entered the queue segment
end: DateTime — When the call exited the queue segment
duration
Description: Aggregated durations while the call was in this queue.
Type: Object
-
Fields:
total: Int — Total time in this queue segment
queue: Int — Time spent waiting in the queue
ring: Object — Ring time details (first, last, total)
talk: Int — Time spent talking with an agent
hold: Int — Time the caller was put on hold
wait: Int — Total waiting time (queue + ringing)
simultaneousDeviceCalls
Description: Number of agent devices that rang simultaneously during this queue segment.
Type: Int
agentEndReason
Description: Reason the call ended for this queue leg (e.g., agent_hangup, customer_hangup).
Type: String
voicemail
Description: Indicates if the call went to voicemail during this queue segment.
Type: Int (1 = voicemail, 0 = no voicemail)
internal
Description: Indicates whether this queue segment was part of an internal call (inside the organization).
Type: Int (1 = internal, 0 = external/public)
Common Nested Types
Agent
Description: Represents an agent (user) in the Telavox system. Contains basic identification and contact details, as well as transfer and licensing information.
Type: Object
Fields:
id: Int — Unique identifier of the agent.
name: String — Display name of the agent.
phone: String — Agent’s associated phone number.
email: String — Agent’s email address.
answered: DateTime — Timestamp when the agent answered the call (if applicable).
toTransfer: Int — Indicates if the call was transferred to this agent (1 = yes, 0 = no).
fromTransfer: Int — Indicates if the call was transferred from this agent (1 = yes, 0 = no).
-
licence: Object — Licence information assigned to the agent.
type: String — Licence type (e.g., Flow Fixed, Flow Mobile).
ccpro: Int — Indicates if the agent has a Contact Center Pro licence (1 = yes, 0 = no).
Queue
Description: Represents a call queue where calls are distributed to agents based on defined strategies.
Type: Object
Fields:
id: Int — Unique identifier of the queue.
name: String — Name of the queue.
phone: String — Phone number assigned to the queue.
strategy: String — Queue distribution strategy (e.g., rrmemory, ring_all).
timestart: DateTime — Timestamp when the call entered the queue.
failReason: String — Reason the call left the queue (e.g., queue_leave_abandon, queue_leave_timeout, queue_leave_digit, queue_leave_full).
IVR
Description: Represents an Interactive Voice Response system (automated menu) that the call passed through.
Type: Object
Fields:
id: Int — Unique identifier of the IVR.
name: String — Display name of the IVR.
phone: String — Phone number associated with the IVR.
timestamp: DateTime — Timestamp when the call interacted with this IVR.
DurationDetail
Description: Represents detailed duration metrics for a call stage (e.g., ring, queue, talk).
Type: Object
Fields:
first: Int — Duration of the first occurrence of this stage (in seconds).
last: Int — Duration of the last occurrence of this stage (in seconds).
total: Int — Total accumulated duration of this stage (in seconds).
MenuDigit
Description: Represents the menu input chosen by the caller when navigating IVR menus.
Type: Object
Fields:
dialedNumber: String — The number or key pressed by the caller.
destination: String — The destination object where the call was routed (e.g., a queue name).
type: String — Type of the destination (e.g., queue, agent, ivr).
Redirected
Description: Represents information about call redirections and their reasons.
Type: Object
Fields:
total: Int — Total number of redirections during the call.
noReason: Int — Redirections with no specific reason.
noAnswer: Int — Redirections due to no answer.
notReachable: Int — Redirections because the destination was unreachable.
userBusy: Int — Redirections because the user was busy.
unconditional: Int — Unconditional redirections triggered by call settings.
Transfer
Description: Represents information about a transfer event within a call.
Type: Object
Fields:
type: String — Type of transfer (e.g., blind, attended).
answered: Int — Indicates if the transferred call was answered (1 = yes, 0 = no).
CustomerTarget
Description: Information about the customer involved in the call (caller for incoming, recipient for outgoing).
Type: Object
Fields:
number: String — Customer phone number.
OnHookedCalls
Description: Information about on-hook or callback requests made during the call.
Type: Object
Fields:
noWaitRequest: Int — Customer refused to wait and did not request a callback.
answerWaitRequest: Int — Customer requested and accepted a callback.
customerNoAnswer: Int — Customer requested a callback but did not answer when the agent called back.
CallOverviewTime / AgentOverviewTime / QueueOverviewTime
Description: Represents key timestamps of a call, agent leg, or queue segment.
Type: Object
Fields:
start: DateTime — When the event started.
answered: DateTime — When the call was answered (if applicable).
end: DateTime — When the event ended.
SaveKeyInput
Description: Represents custom key inputs or variable captures saved during an IVR or call flow.
Type: Object
Fields:
variableName: String — Name of the variable stored.
input: String — Value entered or captured during the call.
Delete