The Call row type is a Record-Level-style report, described in full on Row Types. Record-Level reports list one row per individual record, identified by a searchable ID, rather than a total.

What	Description
It Represents	A single call.
To Expect	One call per row, identified by a Call ID; selecting the Call row type adds a Row Filter step, optionally narrowing which records are included before columns are added.

Metrics

The Call row type offers 61 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`AI Insight Topics`	The topic(s) AI transcription identified within a call.
`Account Code`	The account code attached to a given call.
`Agent Speed of Answer`	The total, maximum, minimum, or average length of time it took an agent to answer a ringing call, within a report row's scope — measured as the ringing time tied to that agent before the call's first Talking event. Only counts events associated with a specific agent; use `Speed of Answer` to also include auto-attendant or queue time.
`Call Direction`	The routing path of the call.
`Call Duration`	The total, maximum, minimum, or average length of a call from start to end, within a report row's scope.
`Call Event Count`	The number of events of a specified type associated with a report row's scope.
`Call Event Duration`	The total, maximum, minimum, or average duration of events of a specified type associated with a report row's scope.
`Call ID`	The CCaaS index assigned to a call.
`Call Key`	The CCaaS UUID assigned to a call.
`Caller ID`	The caller ID the phone system attached to a call — typically the caller's name, sourced from the caller's own phone service provider. Blank if that provider doesn't supply caller ID information.
`Calling Agent`	The agent who placed a given call — the counterpart to Receiving Agent on an internal or outbound call.
`Calling Party Number`	The phone number of whoever placed the call, shown only when the caller's phone service provider supplies that information.
`Dialed Party Number`	The number a caller dialed to reach the receiving party (DNIS), when supplied by the phone service provider. Only applies to inbound calls; a call made directly to an agent's extension (DID) can also appear here.
`Dialing Duration`	The total, maximum, minimum, or average duration spent dialing out on an outbound call, within a report row's scope.
`End Time`	The date and time a given call, call event, or feature instance ended.
`External Number`	The external (outside-the-phone-system) phone number associated with a given call — typically the caller's own number.
`Final Agent`	The last agent associated with an event in a given call.
`Final Call Event`	The last event in a given call before it ended, excluding Drop events.
`Final Group`	The last group/skill a given call interacted with, found by looking at the call's events starting from the end and identifying the last one tied to a group.
`Final Sentiment`	The sentiment — Negative, Neutral, or Positive — of the last scored portion of a call's transcript, on a scale from -1.00 (extremely negative) to +1.00 (extremely positive).
`Final Skill`	The last skill associated with an event in a given call.
`Final Tag`	The last tag attached to an event in a given call.
`Group Speed of Answer`	The total, maximum, minimum, or average time it took agents in a group/hunt group to answer a call, within a report row's scope — measured as ringing and queue time tied to that group before the call's first Talking event.
`Hold Duration`	The total, maximum, minimum, or average duration a call spent on hold, within a report row's scope.
`Includes Call Event Sequence`	Whether a given call's events occurred in a specified sequence — for example, Ringing followed by Talking. Shown as a check mark when the sequence is present (other events may fall in between the specified ones) and blank otherwise.
`Initial Agent`	The first agent associated with an event in a given call.
`Initial Skill`	The first skill associated with an event in a given call.
`Initial Tag`	The first tag attached to an event in a given call.
`Internal Party`	The other party — typically another agent or extension — involved in an internal, extension-to-extension call.
`Is Abandoned`	Whether a given call was abandoned — ended in something other than a Talking or Voicemail event. Shown as a check mark when true.
`Is Answered`	Whether a given call was answered — included at least one Talking event. Shown as a check mark when true.
`Is Recorded`	Whether a given call was recorded. Shown as a check mark when true.
`Is Scored`	Whether a given call has been graded by an AutoQA evaluation. Shown as a check mark when true; also usable as a report filter to limit a report to only scored calls.
`Is Unanswered`	Whether a given call went unanswered — never included a Talking event. Shown as a check mark when true.
`Negative Sentiment Percent`	The percentage of a call's transcribed lines scored Negative by AI sentiment analysis — a score of -0.34 or lower on the -1.00 to +1.00 scale.
`Note Author`	The agent (name and/or extension) who added a note to a given call, whether through Cradle to Grave or the Contact Center Agent Client (CCAC).
`Note Creation Time`	The date and time a note was added to a given call.
`Note Text`	The text of a note added to a given call.
`Park Duration`	The total, maximum, minimum, or average duration a call spent parked, within a report row's scope.
`Positive Sentiment Percent`	The percentage of a call's transcribed lines scored Positive by AI sentiment analysis — a score of +0.34 or higher on the -1.00 to +1.00 scale.
`QA Evaluation Result IDs`	The unique ID(s) of the AutoQA evaluation result(s) recorded for a given call.
`QA Evaluation Template IDs`	The unique ID(s) of the AutoQA evaluation template(s) used to score a given call.
`Queue Duration`	The total, maximum, minimum, or average duration of Queue events, within a report row's scope.
`Receiving Agent`	The first agent that received an event in a given call.
`Recording Details`	Metadata about a call's recording — such as the involved parties, call direction, associated skill, agent, and file size — retrievable through the Recording Data API, separately from the audio itself.
`Recording Hash Value`	A checksum value generated for a call's recording file, used to help verify the recording has not been altered since it was captured.
`Recording Integrity`	Whether a call's recording has passed verification against its stored hash value, indicating it has not been altered since capture.
`Ringing Duration`	The total, maximum, minimum, or average duration of Ringing events, within a report row's scope.
`Session Parameter Boolean`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a true/false value to match how it was captured.
`Session Parameter Decimal`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a numeric value to match how it was captured.
`Session Parameter Duration`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a duration/time value to match how it was captured.
`Session Parameter Percent`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a percentage value to match how it was captured.
`Session Parameter Text`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a text value to match how it was captured.
`Start Time`	The date and time a given call, call event, or feature instance started.
`Talking Duration`	The total, maximum, minimum, or average duration of Talking events, within a report row's scope.
`Topics`	The topic(s) AI transcription tagged to a given call's transcript — either a generic topic detected out of the box, or a custom topic configured to watch for industry- or company-specific language.
`Transcript Summary`	An AI-generated summary of a call's transcript.
`Transfer Hold Duration`	The total, maximum, minimum, or average duration a call spent on hold specifically during a transfer, within a report row's scope.
`U.S. City`	The city a call's external party is calling from, inferred from the central office code in the first six digits of a standard ten-digit phone number. Despite the name, this can show data for any country that uses the ten-digit numbering standard.
`U.S. City, State`	The city and state/province/country a call's external party is calling from, inferred the same way as `U.S. City`.
`U.S. State`	The state/province/country a call's external party is calling from or receiving the call at, inferred the same way as `U.S. City`.