freshworks Call Metrics API

openapi: 3.1.0
info:
  title: Freshworks Freshcaller Accounts Call Metrics API
  description: The Freshcaller API provides access to cloud-based phone system functionality for contact center operations. It allows developers to export call data, call recordings, user information, and agent team details stored in the Freshcaller system. The API supports integration of voice and telephony workflows into broader business applications, enabling organizations to automate call center reporting, synchronize agent data, and build custom dashboards around their phone operations.
  version: '1.0'
  contact:
    name: Freshworks Support
    url: https://support.freshcaller.com/
  termsOfService: https://www.freshworks.com/terms/
servers:
- url: https://{domain}.freshcaller.com/api/v1
  description: Freshcaller Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshcaller subdomain
security:
- apiKeyAuth: []
tags:
- name: Call Metrics
  description: Access call center metrics and analytics data.
paths:
  /call_metrics:
    get:
      operationId: listCallMetrics
      summary: List call metrics
      description: Retrieves aggregated call center metrics and analytics data for the specified time period.
      tags:
      - Call Metrics
      parameters:
      - name: by_time[from]
        in: query
        description: Start of the time range (ISO 8601).
        schema:
          type: string
          format: date-time
      - name: by_time[to]
        in: query
        description: End of the time range (ISO 8601).
        schema:
          type: string
          format: date-time
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  call_metrics:
                    type: array
                    items:
                      $ref: '#/components/schemas/CallMetric'
        '401':
          $ref: '#/components/responses/Unauthorized'
components:
  schemas:
    Error:
      type: object
      properties:
        code:
          type: string
          description: Error code.
        message:
          type: string
          description: Human-readable error message.
    CallMetric:
      type: object
      properties:
        total_calls:
          type: integer
          description: Total number of calls.
        answered_calls:
          type: integer
          description: Number of answered calls.
        missed_calls:
          type: integer
          description: Number of missed calls.
        abandoned_calls:
          type: integer
          description: Number of abandoned calls.
        voicemails:
          type: integer
          description: Number of voicemails.
        average_talk_time:
          type: integer
          description: Average talk time in seconds.
        average_wait_time:
          type: integer
          description: Average wait time in seconds.
        average_handle_time:
          type: integer
          description: Average handle time in seconds.
  responses:
    Unauthorized:
      description: Authentication credentials are missing or invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  securitySchemes:
    apiKeyAuth:
      type: apiKey
      in: header
      name: X-Api-Auth
      description: API key authentication. The API key can be found in your Freshcaller admin settings.
externalDocs:
  description: Freshcaller API Documentation
  url: https://developers.freshcaller.com/api/