XCaaS Analytics & ContentXCaaS Actions & Events8x8 ConnectJaaSWe're Hiring!
Guides

Call Detail Record and Call Legs

Provides access to Call Detail Record (CDR) reporting with single record per call (Call Record) and multi row per call (Call Leg) levels of granularity.

Suggest Edits

🚧

Updated Endpoints Available

The Call Legs and Call Detail Records are dedicated endpoints to replace the previous Call Detail Record Legs endpoint which served both purposes

Call Records and Call Legs Explained

A Call Record is a single record view of the overall call and metrics represented by a single Call ID.

A Call Leg provides detailed metrics on an individual segment of a call within the call journey and is represented by a Call Leg ID combined with a Call ID.

Example: A Call Record would be a single row representation of a call that follows the following path which would have multiple Call Legs to fully represent the journey.

  • Inbound to an Auto Attendant
  • Transferred to Ring Group
  • Simultaneous calls to 5 Ring Group members (Leg per member contacted regardless of outcome)
  • Answered by one of the members

8x8 Work Analytics Historical access is via this multi step process. For any of the endpoints the same process is followed.

📘

You will need a working API key to begin

You can generate API credentials from How to get API Keys

The 8x8-api-key will be the Key generated. For Work Analytics the Secret from Admin Console is not required.

Use the following base URL during this process:

  • https://api.8x8.com/analytics/work

1. Authenticate to retrieve access token

You will use your API key combined with the user credentials of a user with permission and access to Work Analytics to authenticate, this user does not need to be the one who generated the API credentials

🚧

User must access Analytics at least once via browser

The users credentials will not be able to leverage the API until they have used Work Analytics via browser at least once

Parameters

Method: POST

Headers

NameRequiredDescriptionExample
8x8-apikey✓The 8x8-api key providedtest_key_kjdfidj238jf9123df221
Content-Type✓Set content type to form-urlencodedapplication/x-www-form-urlencoded

Body

NameRequiredDescriptionExample
username✓The 8x8 username of a user with Work Analytics access privileges[email protected]
password✓The 8x8 password of the user with Work Analytics access privilegesRrnp5QBW6dTbx^TP

Authentication Request:

curl --location --request POST 'https://api.8x8.com/analytics/work/v1/oauth/token' \
--header '8x8-apikey: {8x8-apikey input here}' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--data-urlencode 'username={8x8 username of user input here}' \
--data-urlencode 'password={8x8 password of user input here}'

Authentication Response:

Response

{
    "access_token": "eyJhbGciOiJSUzI1NiJ9.yyyyyyy.zzzzzzzzzzz",
    "token_type": "bearer",
    "expires_in": 1800

Outputs For Next Step:

  • access_token
  • expires_in

The token will expire in the number of seconds specified in expires_in.

The following steps will use the access_token as a Bearer Token form of authentication. This takes the form of the
Authorization header being set to Bearer access_token (Space between Bearer and the access_token)

2. Run Report

Parameters

Method: GET

Headers

NameRequiredDescriptionExample
8x8-apikey✓The 8x8-api key providedtest_key_kjdfidj238jf9123df221
Authorization✓Pass the access_token returned from the authentication request as a Bearer token Bearer {access_token}Bearer eyJhbGciOiJSUzI1NiJ9.yyyyyyy.zzzzzzzzzzz

Path

NameRequiredDescriptionExample
version✓The current version for cdr is v1v1

Query

NameRequiredDescriptionExample
pbxId✓Pass the pbxId (PBX Name) of the requested pbx or comma separated list of pbxIds or allpbxes for all of the pbxs in the customer accountacmecorp,acmecorp2
startTime✓The interval start time for CDR searches - the format is YYYY-MM-DD HH:MM:SS.2022-10-20 08:30:00
endTime✓The interval end time for CDR searches - the format is YYYY-MM-DD HH:MM:SS.2022-10-20 19:00:00
timeZone✓IANA Time Zones. Examples America/New_York, Europe/London Wikipedia Time Zone ListAmerica/New_York
pageSize✓Number of records to return in pages See Pagination. Must be 50
scrollId☐/✓Not required for initial page required on subsequent pages. See Pagination
isCallRecord☐When true return call records (single row per call, when false return call legs). Default is falsefalse
isConnectTime☐This parameter allows you to get your results based on either connect time or disconnect time of each call leg. It is not compatible with isCallRecord. Default is false. See isConnectTime explained for more details.false
isSimplified☐Only valid for Call Legs (isCallRecord = false).Default is false. When true: Child calls are not returned. For example, child calls are the ones the service makes to one or more agents when a call comes into a call queue or a ring group.
Some call legs are omitted. For example, the removal of CallForking and CallRecording legs.		false

isConnectTime explained

This looks at the timing of call legs and as such is not valid when isCallRecord is true

if false will use 'disconnected_time' of the call leg to filter data and return the result

if true will use the 'connected_time' of the call leg to filter data and return the result

disconnected_time is when the call leg was disconnected from the system

connected_time is when the call leg transitioned from alerting to connected.

Call Records Request

📘

Try out the CDR Records Request

You can check out CDR Records Reference but currently this one can't be tested from the Reference.

curl --location --request GET 'https://api.8x8.com/analytics/work/v{version}/cdr?pbxId={pbxId here}&startTime=2022-02-03 00:00:00&endTime=2022-02-03 10:00:00&timeZone=America/New_York&pageSize=50&isCallRecord=true&isSimplified=false&isConnectTime=false' \
--header 'Authorization: Bearer {access_token here}' \
--header '8x8-apikey: {8x8-apikey input here}'

Call Records Response

This sample response is for isCallRecord=true

For details on cdr metrics please refer toCDR Glossary and Details

{
    "meta": {
        "totalRecordCount": 2,
        "scrollId": "c3VwZXJ0ZW5hbnRjc21fMTYzNTU3MTA0ODM0NV8xNjQzODk3NDkyODk3"
    },
    "data": [
        {
            "dnis": "12025555720",
            "aaDestination": null,
            "callId": "1635571048351",
            "startTimeUTC": 1643898447493,
            "startTime": "2022-02-03T09:27:27.493-0500",
            "connectTimeUTC": 0,
            "connectTime": "0",
            "disconnectedTimeUTC": 1643898472253,
            "disconnectedTime": "2022-02-03T09:27:52.253-0500",
            "talkTimeMS": 0,
            "talkTime": "00:00:00",
            "caller": "+15555551220",
            "callerName": "MARK SMITH",
            "callee": "120088",
            "calleeName": "Jane Li",
            "direction": "Incoming",
            "callerId": "MARK SMITH,+15555551220",
            "missed": "Missed",
            "abandoned": "-",
            "answered": "-",
            "answeredTime": 0,
            "calleeDisconnectOnHold": "",
            "callerDisconnectOnHold": "",
            "pbxId": "acmecorppbx",
            "sipCallId": "[email protected]",
            "lastLegDisposition": "Voicemail",
            "callLegCount": "1",
            "callTime": 24760,
            "ringDuration": 39,
            "abandonedTime": 0,
            "calleeHoldDurationMS": 0,
            "calleeHoldDuration": "00:00:00",
            "waitTimeMS": 0,
            "waitTime": "00:00:00",
            "departments": [
                "Sales Engineering"
            ],
            "branches": [
                "Central"
            ]
        },
        {
            "dnis": "15554441212",
            "aaDestination": null,
            "callId": "1635571048345",
            "startTimeUTC": 1643897492897,
            "startTime": "2022-02-03T09:11:32.897-0500",
            "connectTimeUTC": 0,
            "connectTime": "0",
            "disconnectedTimeUTC": 1643899189421,
            "disconnectedTime": "2022-02-03T09:39:49.421-0500",
            "talkTimeMS": 0,
            "talkTime": "00:00:00",
            "caller": "+15551234567",
            "callerName": "15551234567",
            "callee": "CallQueue",
            "calleeName": "Test Queue",
            "direction": "Incoming",
            "callerId": "15551234567,+15551234567",
            "missed": "Missed",
            "abandoned": "Abandoned",
            "answered": "-",
            "answeredTime": 0,
            "calleeDisconnectOnHold": "",
            "callerDisconnectOnHold": "",
            "pbxId": "acmecorppbx",
            "sipCallId": "[email protected]",
            "lastLegDisposition": "Missed",
            "callLegCount": "1",
            "callTime": 1696524,
            "ringDuration": 197,
            "abandonedTime": 1696524,
            "calleeHoldDurationMS": 0,
            "calleeHoldDuration": "00:00:00",
            "waitTimeMS": 1696320,
            "waitTime": "00:28:16",
            "departments": [
                "East Office"
            ],
            "branches": [
                "East Coast"
            ]
        }
    ]
}

Call Legs Request

curl --location --request GET 'https://api.8x8.com/analytics/work/v{version}/cdr?pbxId={pbxId here}&startTime=2022-02-03 00:00:00&endTime=2022-02-03 10:00:00&timeZone=America/New_York&pageSize=50&isCallRecord=false&isSimplified=false&isConnectTime=false' \
--header 'Authorization: Bearer {access_token here}' \
--header '8x8-apikey: {8x8-apikey input here}'

Call Legs Response

📘

Try out the CDR Legs Request

Jump in and try it out in the CDR Legs Reference

This response is for isCallRecord=false

For details on cdr metrics please refer toCDR Glossary and Details

{
    "meta": {
        "totalRecordCount": 2,
        "scrollId": "c3VwZXJ0ZW5hbnRjc21fMTYzNTU3MTA0ODM0NV8xXzE2NDM4OTc0OTI5MDM"
    },
    "data": [
        {
            "callId": "1635571048351",
            "legId": "1",
            "startTimeUTC": 1643898447499,
            "startTime": "2022-02-03T09:27:27.499-0500",
            "connectTimeUTC": 1643898447539,
            "connectTime": "2022-02-03T09:27:27.539-0500",
            "disconnectedTimeUTC": 1643898472253,
            "disconnectedTime": "2022-02-03T09:27:52.253-0500",
            "talkTimeMS": 0,
            "talkTime": "00:00:00",
            "caller": "+15555551220",
            "callerName": "MARK SMITH",
            "callee": "120088",
            "calleeName": "Jane Li",
            "lra": "120088",
            "direction": "Incoming",
            "parentCallId": null,
            "transferToCallId": null,
            "dnis": "12025555720",
            "status": "Completed",
            "callerDeviceId": null,
            "calleeDeviceId": null,
            "callerDeviceModel": "",
            "calleeDeviceModel": "",
            "callerId": "MARK SMITH,+15555551220",
            "missed": "Missed",
            "abandoned": "-",
            "answered": "-",
            "cause": "Ring No Answer",
            "callerSvcName": null,
            "callerSvcType": null,
            "calleeSvcName": "VMadvanced",
            "calleeSvcType": "Custom",
            "lraType": 1,
            "calleeHoldDurationMS": 0,
            "calleeHoldDuration": "00:00:00",
            "calleeDisconnectOnHold": "",
            "callerDisconnectOnHold": "",
            "pbxId": "acmecorppbx",
            "sipCallId": "[email protected]",
            "departments": [
                "Sales Engineering"
            ],
            "branches": [
                "Central"
            ],
            "recordServiceOn": "",
            "bargeServiceOn": "",
            "masterSlaveExts": "",
            "propsLastPartyDisp": "Voicemail",
            "accountCode": "",
            "aaPath": "",
            "callTime": 24754
        },
        {
            "callId": "1635571048345",
            "legId": "1",
            "startTimeUTC": 1643897492903,
            "startTime": "2022-02-03T09:11:32.903-0500",
            "connectTimeUTC": 1643897493100,
            "connectTime": "2022-02-03T09:11:33.100-0500",
            "disconnectedTimeUTC": 1643899189420,
            "disconnectedTime": "2022-02-03T09:39:49.420-0500",
            "talkTimeMS": 0,
            "talkTime": "00:00:00",
            "caller": "+15551234567",
            "callerName": "15551234567",
            "callee": "CallQueue",
            "calleeName": "Test Queue",
            "lra": "110081",
            "direction": "Incoming",
            "parentCallId": null,
            "transferToCallId": null,
            "dnis": "15554441212",
            "status": "Completed",
            "callerDeviceId": null,
            "calleeDeviceId": null,
            "callerDeviceModel": "",
            "calleeDeviceModel": "",
            "callerId": "14164666541,+14164666541",
            "missed": "Missed",
            "abandoned": "Abandoned",
            "answered": "-",
            "cause": "Normal",
            "callerSvcName": null,
            "callerSvcType": null,
            "calleeSvcName": "ACDOperatorService",
            "calleeSvcType": "Custom",
            "lraType": 4,
            "calleeHoldDurationMS": 0,
            "calleeHoldDuration": "00:00:00",
            "calleeDisconnectOnHold": "",
            "callerDisconnectOnHold": "",
            "pbxId": "acmecorppbx",
            "sipCallId": "[email protected]",
            "departments": [
                "East Office"
            ],
            "branches": [
                "East Coast"
            ],
            "recordServiceOn": "",
            "bargeServiceOn": "",
            "masterSlaveExts": "",
            "propsLastPartyDisp": "Missed",
            "accountCode": "",
            "aaPath": "",
            "callTime": 1696517
        }
    ]
}

👍

Follow the pagination steps below to retrieve subsequent pages.

Pagination

Within Work Analytics Only the /cdr endpoint is subject to pagination.
This is controlled by pageSize and scrollId

  • pageSize is the number of records to return per page and is required for /cdr
  • scrollId is returned from /cdr requests providing an id for the next page of results.

Pagination Example
Assuming there will be 81 records in total. With an initial input of pageSize=50 the returned meta data will be as follows.
Note: data has been truncated to an empty array to limit the size of the example text

{
    
    "meta": {
        "totalRecordCount": 81,
        "scrollId": "c3VwZXJ0ZW5hbnRjc21fMTYzNTU3MTA0ODQ4Nl8xXzE2NDM5MTIzNTI0NDE"
    },
    "data": [
    ]
}

The request for the next page would include scrollId set as the value returned in the previous request pageKey=50&scrollId=c3VwZXJ0ZW5hbnRjc21fMTYzNTU3MTA0ODQ4Nl8xXzE2NDM5MTIzNTI0NDE

The new result set would look as follows. The returned result set would only have 31 elements.

{
    "meta": {
        "totalRecordCount": 81,
        "scrollId": "c3VwZXJ0ZW5hbnRjc21fMTYzNTU3MTA0ODM0NV8xXzE2NDM4OTc0OTI5MDM"
    },
    "data": [
    ]
}

The request for the next page would be pageKey=50&scrollId=c3VwZXJ0ZW5hbnRjc21fMTYzNTU3MTA0ODM0NV8xXzE2NDM4OTc0OTI5MDM the scrollId has been set to the value returned in the previous request

{
    "meta": {
        "totalRecordCount": 0,
        "scrollId": "No Data"
    },
    "data": []
}

Updated over 1 year ago