# Voice Calls

These views are only populated if your organization uses voice calling features.

## v\_VoiceCalls\_{TenantName}

Individual voice call records with timing metrics.

### Columns

| Column           | Type     | Description                             |
| ---------------- | -------- | --------------------------------------- |
| `conversationId` | varchar  | Link to parent conversation             |
| `QueueName`      | varchar  | Voice queue/team name                   |
| `CallDate`       | date     | Date of the call                        |
| `TaskStartedAt`  | datetime | When call entered queue                 |
| `CallStartedAt`  | datetime | When agent answered (null if abandoned) |
| `CallEndedAt`    | datetime | When call ended                         |
| `RingSeconds`    | int      | Time ringing before answer              |
| `TalkSeconds`    | int      | Duration of conversation                |
| `HandleSeconds`  | int      | Total handle time (talk + wrap-up)      |
| `IsAbandoned`    | int      | 1 if caller hung up before answer       |
| `IsHandled`      | int      | 1 if call was answered                  |

### Example Queries

```sql
-- Calls by date
SELECT
    CallDate,
    COUNT(*) AS TotalCalls,
    SUM(IsHandled) AS Answered,
    SUM(IsAbandoned) AS Abandoned
FROM v_VoiceCalls_YourCompany
GROUP BY CallDate
ORDER BY CallDate DESC

-- Average handle time by queue
SELECT
    QueueName,
    AVG(TalkSeconds) AS AvgTalkTime,
    AVG(RingSeconds) AS AvgWaitTime
FROM v_VoiceCalls_YourCompany
WHERE IsHandled = 1
GROUP BY QueueName

-- Abandonment rate by queue
SELECT
    QueueName,
    COUNT(*) AS TotalCalls,
    SUM(IsAbandoned) AS Abandoned,
    CAST(SUM(IsAbandoned) AS float) / COUNT(*) * 100 AS AbandonmentRate
FROM v_VoiceCalls_YourCompany
GROUP BY QueueName
```

***

## v\_VoiceCalls\_ByQueue\_Daily\_{TenantName}

Daily aggregated voice metrics by queue. Pre-calculated for dashboard performance.

### Columns

| Column               | Type    | Description                 |
| -------------------- | ------- | --------------------------- |
| `QueueName`          | varchar | Voice queue name            |
| `CallDate`           | date    | Date                        |
| `TotalIncomingCalls` | int     | Total calls received        |
| `HandledCalls`       | int     | Calls answered              |
| `AbandonedCalls`     | int     | Calls abandoned             |
| `AvgRingSeconds`     | float   | Average wait/ring time      |
| `AvgTalkSeconds`     | float   | Average talk duration       |
| `AvgWrapupSeconds`   | float   | Average wrap-up time        |
| `AvgHandleSeconds`   | float   | Average total handle time   |
| `AvgAbandonSeconds`  | float   | Average time before abandon |

### Example Queries

```sql
-- Daily call volume trend
SELECT CallDate, TotalIncomingCalls, HandledCalls, AbandonedCalls
FROM v_VoiceCalls_ByQueue_Daily_YourCompany
ORDER BY CallDate DESC

-- Service level by day (calls answered within 30 seconds)
SELECT
    CallDate,
    TotalIncomingCalls,
    HandledCalls,
    CASE WHEN AvgRingSeconds <= 30 THEN 'Met' ELSE 'Missed' END AS ServiceLevel
FROM v_VoiceCalls_ByQueue_Daily_YourCompany
ORDER BY CallDate DESC
```

***

## v\_VoiceCalls\_ByQueue\_AllTime\_{TenantName}

All-time aggregated voice metrics by queue.

### Columns

| Column               | Type    | Description            |
| -------------------- | ------- | ---------------------- |
| `QueueName`          | varchar | Voice queue name       |
| `TotalIncomingCalls` | int     | Total calls (all time) |
| `HandledCalls`       | int     | Total answered         |
| `AbandonedCalls`     | int     | Total abandoned        |
| `AvgRingSeconds`     | float   | Average wait/ring time |
| `AvgTalkSeconds`     | float   | Average talk duration  |
| `AvgWrapupSeconds`   | float   | Average wrap-up time   |
| `AvgHandleSeconds`   | float   | Average handle time    |
| `AvgAbandonSeconds`  | float   | Average abandon time   |

### Example Queries

```sql
-- Queue performance summary
SELECT
    QueueName,
    TotalIncomingCalls,
    HandledCalls,
    AbandonedCalls,
    ROUND(AvgRingSeconds, 1) AS AvgWaitSec,
    ROUND(AvgTalkSeconds, 1) AS AvgTalkSec
FROM v_VoiceCalls_ByQueue_AllTime_YourCompany
ORDER BY TotalIncomingCalls DESC
```

***

## Key Metrics Explained

| Metric               | Calculation                   | Description                  |
| -------------------- | ----------------------------- | ---------------------------- |
| **Ring Time**        | CallStartedAt - TaskStartedAt | How long the caller waited   |
| **Talk Time**        | CallEndedAt - CallStartedAt   | Actual conversation duration |
| **Handle Time**      | WrappedUpAt - CallStartedAt   | Talk + after-call work       |
| **Abandon Time**     | ClosedAt - TaskStartedAt      | Wait time before hangup      |
| **Abandonment Rate** | Abandoned / Total             | % of callers who hung up     |

{% hint style="warning" %}
**Tip:** Use the pre-aggregated `ByQueue_Daily` and `ByQueue_AllTime` views for dashboards. They perform much better than aggregating the raw `v_VoiceCalls` view.
{% endhint %}

{% hint style="info" %}
**Schema Compatibility:** These views automatically handle both the legacy JSON-based `voiceTaskMetadata` format (data before January 2026) and the newer flattened column format. No action is required - all historical data is accessible seamlessly.
{% endhint %}


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