Voice and Video metrics reference
Complete reference for all metrics available for Voice and Video calls (inbound and outbound). All metrics in this reference apply to Voice and Video only. When a metric is not available for a channel, the Metrics API returns the literal string N/A as the value.
Includes: Call volume, answer rates, failure, and performance metrics.
IMPORTANTTo ensure data accuracy and consistency, the Metrics API returns aggregated Voice and Video data from May 15, 2025 onwards only. Historical data from before this date is not available.
Quick reference
| Metric | API syntax | Key use |
|---|---|---|
| Total calls | TOTAL_CALL_COUNT | Total call volume (inbound + outbound) |
| Total attempted outbound calls | TOTAL_ATTEMPTED_CALL_COUNT | Outbound call attempts |
| Total seized calls | TOTAL_SEIZED_CALL_COUNT | Calls that reached the device and rang |
| Total answered calls | TOTAL_ANSWERED_CALL_COUNT | Calls successfully answered |
| Calls answered by person | ANSWERED_BY_PERSON_CALL_COUNT | Outbound calls answered by a human |
| Calls answered by voice detection | ANSWERED_BY_VOICE_DETECTION_CALL_COUNT | Calls answered by voicemail or machine |
| Calls processed by AMD | AMD_PROCESSED_CALL_COUNT | Calls screened by Automated Machine Detection |
| Total received calls | TOTAL_RECEIVED_CALL_COUNT | Inbound calls from customers |
| Not answered | NOT_ANSWERED_CALL_COUNT | Unanswered outbound calls |
| Canceled | CANCELED_CALL_COUNT | Calls canceled before routing |
| Failed | FAILED_CALL_COUNT | Calls that failed due to error or rejection |
| Busy | BUSY_CALL_COUNT | Calls that received a busy signal |
| Answer seizure ratio | ANSWER_SEIZURE_RATIO | Answer rate among calls that rang |
| Answer rate | ANSWER_RATE | Answer rate across all attempted calls |
| Busy rate | BUSY_RATE | Busy rate across all attempted calls |
| Call hang-ups | HUNG_UP_COUNT | All calls that ended |
| Normal hang-ups | NORMAL_HUNG_UP_COUNT | User-ended calls after successful interaction |
| Hung up due to error | ERROR_HUNG_UP_COUNT | Calls ended due to system error |
| Call duration | TOTAL_CALL_DURATION | Total duration of all calls |
Volume and delivery metrics
| Metric | API syntax | Definition | Calculation |
|---|---|---|---|
| Total calls | TOTAL_CALL_COUNT | Total number of calls sent to customers (outbound) and received from customers (inbound) | Outbound + Inbound |
| Total attempted outbound calls | TOTAL_ATTEMPTED_CALL_COUNT | Total number of outbound call attempts initiated by the business | Total calls (outbound) |
| 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 | Answered + Not answered + Busy + Declined |
| 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) | Total calls (StatusReason = DELIVERED_TO_HANDSET) |
| 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 | — |
| Calls processed by AMD | AMD_PROCESSED_CALL_COUNT | Number of calls processed using Automated Machine Detection (AMD) | Answered by person + Answered by voice detection |
Inbound metrics
| Metric | API syntax | Definition | Calculation |
|---|---|---|---|
| Total received calls | TOTAL_RECEIVED_CALL_COUNT | Total number of calls received from customers (inbound) | Total calls (inbound) |
Failure metrics
| Metric | API syntax | Definition | Calculation |
|---|---|---|---|
| Not answered | NOT_ANSWERED_CALL_COUNT | Total number of outbound calls not answered by the recipient | Attempted calls (StatusReason = NO_ANSWER) |
| Canceled | CANCELED_CALL_COUNT | Total number of outbound calls canceled by the sender before routing to the recipient began | Attempted calls (StatusReason = CANCELLED) |
| 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 | Total calls (status REJECTED, UNDELIVERABLE, or EXPIRED; excludes NO_ANSWER and BUSY) |
| Busy | BUSY_CALL_COUNT | Total number of outbound calls that received a busy signal or were rejected because the line was occupied | Attempted calls (StatusReason = BUSY) |
Performance metrics
| Metric | API syntax | Definition | Calculation |
|---|---|---|---|
| Answer seizure ratio | ANSWER_SEIZURE_RATIO | Percentage of seized calls (calls that started ringing) that were successfully answered | (Answered / Seized) × 100 |
| Answer rate | ANSWER_RATE | Percentage of call attempts that were successfully answered | (Answered / Attempted, excluding rejected) × 100 |
| Busy rate | BUSY_RATE | Percentage of all attempted calls that received a busy signal | (Busy / Attempted) × 100 |
| 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 + Hung up due to error |
| Normal hang-ups | NORMAL_HUNG_UP_COUNT | Number of calls or sessions ended by the user after a successful interaction | Answered calls (no error) |
| Hung up due to error | ERROR_HUNG_UP_COUNT | Number of calls or sessions that ended due to a system error | Answered calls (with error) |
| Call duration | TOTAL_CALL_DURATION | Total duration of all inbound and outbound calls | — |
Capabilities
Voice and Video communication spans different technologies. Use capabilities to filter and group data by the specific method used to initiate or receive a call.
| Capability code | Description |
|---|---|
PHONE | Traditional phone calls |
WEBRTC | WebRTC-based calls |
SIPTRUNK | SIP trunking |
VIBER_BC | Viber Business Calls |
WHATSAPP_BC | WhatsApp Business Calls |
Aggregation dimensions
Voice and Video supports a narrower set of dimensions than the messaging channels. The API always includes CHANNEL_CODE in results for metric accuracy, even if you do not specify it in aggregateBy. The following dimensions are available:
| Group | Dimensions |
|---|---|
| Time | HOUR, DAY, WEEK_SATURDAY_START, WEEK_SUNDAY_START, WEEK_MONDAY_START, MONTH, QUARTER, YEAR |
| Call timing | TIME_TO_ANSWER — groups results by the time elapsed between a call attempt and the call being answered, using time buckets |
| Channel | CHANNEL_CODE, CHANNEL_NAME, CAPABILITY, DIRECTION |
| Sender | SENDER, SENDER_TYPE |
| Geography and network | COUNTRY_ID, COUNTRY_NAME, NETWORK_ID, NETWORK_NAME |
| Account | ACCOUNT_KEY, APPLICATION_ID, ENTITY_ID, COMMUNICATION |
| Status and errors | STATUS, STATUS_GROUP, ERROR_GROUP, ERROR_CODE |
NOTE
TRAFFIC_TYPE, CAMPAIGN_REFERENCE, URL, SENDER_DOMAIN, RECIPIENT_DOMAIN, and the TIME_TO_* dimensions other than TIME_TO_ANSWER are not available for Voice and Video.Related pages
Metrics API
Query these metrics programmatically alongside messaging and email data through a single endpoint.
Analyze dashboard
View these metrics through the web interface with filters and visualizations.
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