Voice and Video metrics and filters

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The Metrics API provides tools for analyzing your Voice and Video communications. You can track performance across delivery, engagement, and failure metrics for both inbound and outbound calls. Use filters to customize your queries and segment data by time, direction, network, or communication technology.

Use this page to explore all Voice-specific metrics and filters available through the Metrics API (opens in a new tab).

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Metrics

Use the following metrics to monitor delivery, performance, and call outcomes for Voice and Video traffic.

Delivery

Metrics name	API syntax	Description
Total calls	TOTAL_CALL_COUNT	Total number of calls sent to customers (outbound) and received from customers (inbound).
Total attempted outbound calls	TOTAL_ATTEMPTED_CALL_COUNT	Total number of outbound call attempts initiated by the business.
Total seized calls	TOTAL_SEIZED_CALL_COUNT	Total number of outbound calls that reached the recipient's device and started ringing, regardless of whether the call was answered.
Total answered calls	TOTAL_ANSWERED_CALL_COUNT	Total number of calls that were successfully answered, including both inbound calls (initiated by the customer) and outbound calls (initiated by the business).
Calls processed by AMD	AMD_PROCESSED_CALL_COUNT	Number of calls processed using Automated Machine Detection (AMD).
Calls answered by person	ANSWERED_BY_PERSON_CALL_COUNT	Number of outbound calls answered by a human.
Calls answered by voice detection	ANSWERED_BY_VOICE_DETECTION_CALL_COUNT	Number of outbound calls answered by a voice detection system, such as voicemail or automated service.

Inbound

Metrics name	API syntax	Description
Total received calls	TOTAL_RECEIVED_CALL_COUNT	Total number of calls received from customers (inbound).

Delivery failure

Metrics name	API syntax	Description
Not answered	NOT_ANSWERED_CALL_COUNT	Total number of outbound calls not answered by the recipient.
Canceled	CANCELED_CALL_COUNT	Total number of outbound calls canceled by the sender before routing to the recipient began.
Failed	FAILED_CALL_COUNT	Total number of calls that failed due to rejection from the user or the operator, user unavailability, or other system or network errors.
Busy	BUSY_CALL_COUNT	Total number of outbound calls that received a busy signal or were rejected because the line was occupied.

Performance

Metrics name	API syntax	Description
Answer seizure ratio	ANSWER_SEIZURE_RATIO	Percentage of seized calls (calls that started ringing) that were successfully answered.
Answer rate	ANSWER_RATE	Percentage of all call attempts that were successfully answered.
Busy rate	BUSY_RATE	Percentage of all attempted calls that received a busy signal.
Call hang-ups	HUNG_UP_COUNT	Total number of calls or sessions that ended, either after a successful interaction or due to a system error.
Normal hang-ups	NORMAL_HUNG_UP_COUNT	Number of calls or sessions ended by the user after a successful interaction.
Hung up due to an error	ERROR_HUNG_UP_COUNT	Number of calls or sessions that ended due to a system error.
Call duration	TOTAL_CALL_DURATION	Total duration of all inbound and outbound calls.

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Aggregation/Dimensions

Use dimensions to group Voice and Video metrics and analyze them more effectively, for example, by country, direction, sender or capabilities. The Metrics API (opens in a new tab) supports flexible aggregation (using aggregateBy) across time intervals, call outcomes, network information, and error types.

Dimension name	Description
ACCOUNT_KEY	Groups results by account key in the response, showing corresponding account key values.
HOUR	Groups results by hour, showing corresponding timestamp values.
DAY	Groups results by day, showing corresponding day values.
WEEK_SATURDAY_START	Groups results by week starting from Saturday, showing corresponding timestamp values.
WEEK_SUNDAY_START	Groups results by week starting from Sunday, showing corresponding timestamp values.
WEEK_MONDAY_START	Groups results by week starting from Monday, showing corresponding timestamp values.
MONTH	Groups results by month, showing corresponding month values.
QUARTER	Groups results by quarter, showing corresponding quarter values.
YEAR	Groups results by year, showing corresponding year values.
TIME_TO_ANSWER	Groups the results by call answer time, showing time-to-answer period descriptions.
CHANNEL_CODE	Groups results by channel, showing corresponding channel code values.
CHANNEL_NAME	Groups results by channel name, showing corresponding channel name values.
CAPABILITY	Groups the results by capability, showing corresponding capability code values.
DIRECTION	Groups results by the traffic direction, showing corresponding direction values: OUTBOUND for traffic sent to a client and INBOUND for traffic received from a client.
SENDER	Groups results by sender, showing corresponding sender values.
SENDER_TYPE	Groups results by sender type, showing corresponding sender type values.
COMMUNICATION	Groups results by communication, showing corresponding communication ID value.
NETWORK_ID	Groups results by network, showing corresponding network ID values.
NETWORK_NAME	Groups results by network, showing corresponding network name values.
COUNTRY_ID	Groups results by country, showing corresponding country ID values.
COUNTRY_NAME	Groups results by country, showing corresponding country name values.
APPLICATION_ID	Groups results by application, showing corresponding application ID values.
ENTITY_ID	Groups results by entity, showing corresponding entity ID values.
STATUS_GROUP	Groups results by status group, showing corresponding status group values of a response.
STATUS	Groups results by status name, showing corresponding status values of a response.
ERROR_GROUP	Groups results by error group, showing corresponding error group values of a response.
ERROR_CODE	Groups results by error code, showing their corresponding error code values of a response.

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Filters

Use filters to narrow down your metrics query and target specific data sets.

Filter	API syntax	Description	Required
Accounts	accountKeys	Targets specific accounts based on accountKeys (opens in a new tab). Restrictions apply for legacy accounts.	No
Sub-accounts	includeSubaccounts	Includes subaccount traffic data for comprehensive analysis.	No
Sent time range	sentSinces	Includes a specific message time frame.	Yes
	sentUntil
Engagement timeframe	timeToAnswer	Represents the time it took for the call to be answered using time buckets. For example, you can filter only for calls answered within a second. The from bucket is inclusive, while the to bucket is exclusive.	No
Statuses and error codes	statusGroups	Filter by specific status or error codes. List of possible general status codes. List of possible message statuses. List of possible error codes.	No
	statuses
	errorGroups
	errorCodes
Direction	direction	Categorizes traffic based on direction, distinguishing between outbound and inbound messages.	No
Channel	channelCode	Categorizes traffic based on communication channels.	Yes
Capabilities	capabilities	Applies only when the channel code is VOICE_VIDEO. Specifies the underlying technology used to initiate or receive a call. Available capabilities and their codes: Phone: PHONE WebRTC: WEBRTC SIP trunks: SIPTRUNK Viber Business Calls: VIBER_BC WhatsApp Business Calls: WHATSAPP_BC	No
Sender	senders	Filters traffic based on specific senders or sender types. List of possible values for sender types.	No
Sender type	senderTypes
Communication ID	communicationIds	Categorizes traffic based on specific identifiers such as communication IDs. It is only applicable for traffic sent over Infobip SaaS solutions, such as Broadcast or Moments (Flow).	No
Network	networkIds	Categorizes traffic based on specific identifiers, such as network IDs, or country IDs.	No
Country	countryIds
Application	applicationId	By including additional CPaaSX parameters like applicationId and entityId, you can get valuable insights into the source and purpose of your communication activities, aiding in more accurate analysis and decision-making. The Metrics API (opens in a new tab) supports filtering data by multiple application and entity pairs within a single request. Use these parameters if you are using CPaaSX concepts and features. Learn more about CPaaSX here.	No
Entity	entityId

Capabilities

Voice and Video communication can span different technologies. The capabilities parameter helps you filter and group data based on specific method used to initiate or receive a call, such as a traditional phone networks or internet-based services. This parameter applies only to the VOICE_VIDEO channel and allows you to distinguish between various communication methods supported under this unified channel. It is especially useful for analyzing performance across different technologies.

See the table below for supported capabilities:

Capability code	Description
PHONE	Traditional phone calls
WEBRTC	WebRTC-based calls
SIPTRUNK	SIP trunking
VIBER_BC	Viber Business Calls
WHATSAPP_BC	WhatsApp Business Calls

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