Docs - AI phone agents for SMB

curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

# Filter by organization
curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z&organizationId=123e4567-e89b-12d3-a456-426614174000" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

# Filter by reseller
curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z&resellerId=123e4567-e89b-12d3-a456-426614174999" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

{
  "data": {
    "metrics": {
      "totalCalls": 1250,
      "totalMinutes": 3420.5,
      "resolutionRate": 78,
      "avgDuration": 164,
      "activeAgents": 12,
      "responseTime": 842,
      "sentimentPercent": 71,
      "escalationRate": 12
    },
    "dailyVolume": [
      { "date": "2024-01-01", "totalCalls": 45, "resolvedCalls": 35 }
    ],
    "resolutionBreakdown": {
      "resolved": 975,
      "transferred": 150,
      "abandoned": 75,
      "other": 50
    },
    "hourlyDistribution": [
      { "hour": "09:00", "calls": 120, "minutes": 320 }
    ],
    "agentPerformance": [
      {
        "agentId": "123e4567-e89b-12d3-a456-426614174000",
        "agentName": "Customer Support Agent",
        "totalCalls": 450,
        "resolved": 360,
        "transferred": 50,
        "abandoned": 25,
        "other": 15,
        "resolvedPercent": 80,
        "transferredPercent": 11,
        "abandonedPercent": 6,
        "otherPercent": 3,
        "avgDuration": 158,
        "sentimentPercent": 74,
        "status": "active"
      }
    ],
    "aiInsights": {
      "intentAccuracy": 87,
      "contextRetention": 62,
      "speechRecognition": 94,
      "entityExtraction": 91,
      "responseLatency": 842,
      "trainingSessions": 1250
    },
    "escalationReasons": [
      {
        "reason": "billing dispute",
        "count": 45,
        "percentOfTotal": 30,
        "avgTimeBeforeEscalation": 124
      },
      {
        "reason": "technical issue requiring specialist",
        "count": 38,
        "percentOfTotal": 25,
        "avgTimeBeforeEscalation": 98
      }
    ]
  }
}

GET

metrics

curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

# Filter by organization
curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z&organizationId=123e4567-e89b-12d3-a456-426614174000" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

# Filter by reseller
curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z&resellerId=123e4567-e89b-12d3-a456-426614174999" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

{
  "data": {
    "metrics": {
      "totalCalls": 1250,
      "totalMinutes": 3420.5,
      "resolutionRate": 78,
      "avgDuration": 164,
      "activeAgents": 12,
      "responseTime": 842,
      "sentimentPercent": 71,
      "escalationRate": 12
    },
    "dailyVolume": [
      { "date": "2024-01-01", "totalCalls": 45, "resolvedCalls": 35 }
    ],
    "resolutionBreakdown": {
      "resolved": 975,
      "transferred": 150,
      "abandoned": 75,
      "other": 50
    },
    "hourlyDistribution": [
      { "hour": "09:00", "calls": 120, "minutes": 320 }
    ],
    "agentPerformance": [
      {
        "agentId": "123e4567-e89b-12d3-a456-426614174000",
        "agentName": "Customer Support Agent",
        "totalCalls": 450,
        "resolved": 360,
        "transferred": 50,
        "abandoned": 25,
        "other": 15,
        "resolvedPercent": 80,
        "transferredPercent": 11,
        "abandonedPercent": 6,
        "otherPercent": 3,
        "avgDuration": 158,
        "sentimentPercent": 74,
        "status": "active"
      }
    ],
    "aiInsights": {
      "intentAccuracy": 87,
      "contextRetention": 62,
      "speechRecognition": 94,
      "entityExtraction": 91,
      "responseLatency": 842,
      "trainingSessions": 1250
    },
    "escalationReasons": [
      {
        "reason": "billing dispute",
        "count": 45,
        "percentOfTotal": 30,
        "avgTimeBeforeEscalation": 124
      },
      {
        "reason": "technical issue requiring specialist",
        "count": 38,
        "percentOfTotal": 25,
        "avgTimeBeforeEscalation": 98
      }
    ]
  }
}

Query Parameters

startDate

string

required

Start of the date range in ISO 8601 format (e.g., 2025-01-01T00:00:00.000Z)

endDate

string

required

End of the date range in ISO 8601 format (e.g., 2025-12-31T23:59:59.000Z)

organizationId

string

Filter metrics by organization ID (UUID format). If omitted, returns metrics across all accessible organizations.

resellerId

string

Filter metrics by reseller ID (UUID format). Returns the same metrics fields, structure, and data types as the organization response, aggregated across all organizations under that reseller.

curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

# Filter by organization
curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z&organizationId=123e4567-e89b-12d3-a456-426614174000" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

# Filter by reseller
curl "https://api.telzino.com/v1/metrics?startDate=2025-01-01T00:00:00.000Z&endDate=2025-12-31T23:59:59.000Z&resellerId=123e4567-e89b-12d3-a456-426614174999" \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

{
  "data": {
    "metrics": {
      "totalCalls": 1250,
      "totalMinutes": 3420.5,
      "resolutionRate": 78,
      "avgDuration": 164,
      "activeAgents": 12,
      "responseTime": 842,
      "sentimentPercent": 71,
      "escalationRate": 12
    },
    "dailyVolume": [
      { "date": "2024-01-01", "totalCalls": 45, "resolvedCalls": 35 }
    ],
    "resolutionBreakdown": {
      "resolved": 975,
      "transferred": 150,
      "abandoned": 75,
      "other": 50
    },
    "hourlyDistribution": [
      { "hour": "09:00", "calls": 120, "minutes": 320 }
    ],
    "agentPerformance": [
      {
        "agentId": "123e4567-e89b-12d3-a456-426614174000",
        "agentName": "Customer Support Agent",
        "totalCalls": 450,
        "resolved": 360,
        "transferred": 50,
        "abandoned": 25,
        "other": 15,
        "resolvedPercent": 80,
        "transferredPercent": 11,
        "abandonedPercent": 6,
        "otherPercent": 3,
        "avgDuration": 158,
        "sentimentPercent": 74,
        "status": "active"
      }
    ],
    "aiInsights": {
      "intentAccuracy": 87,
      "contextRetention": 62,
      "speechRecognition": 94,
      "entityExtraction": 91,
      "responseLatency": 842,
      "trainingSessions": 1250
    },
    "escalationReasons": [
      {
        "reason": "billing dispute",
        "count": 45,
        "percentOfTotal": 30,
        "avgTimeBeforeEscalation": 124
      },
      {
        "reason": "technical issue requiring specialist",
        "count": 38,
        "percentOfTotal": 25,
        "avgTimeBeforeEscalation": 98
      }
    ]
  }
}

Response Fields

`metrics`

Field	Type	Description
`totalCalls`	number	Total number of calls in the date range
`totalMinutes`	number	Total call minutes
`resolutionRate`	number	Percentage of calls resolved (0–100)
`avgDuration`	number	Average call duration in seconds
`activeAgents`	number	Number of agents that handled calls
`responseTime`	number \| null	Average LLM time-to-first-token in milliseconds. `null` if telemetry data is unavailable
`sentimentPercent`	number \| null	Percentage of calls with Positive sentiment (0–100). `null` if no sentiment data
`escalationRate`	number \| null	Percentage of calls transferred or escalated (0–100)

`dailyVolume`

Array of daily call counts:

Field	Type	Description
`date`	string	Date in `YYYY-MM-DD` format
`totalCalls`	number	Total calls on this date
`resolvedCalls`	number	Calls resolved on this date

`hourlyDistribution`

Array of 24 entries (one per hour of the day):

Field	Type	Description
`hour`	string	Hour in `HH:00` format (e.g., `"09:00"`)
`calls`	number	Number of calls during this hour
`minutes`	number	Total minutes during this hour

`resolutionBreakdown`

Field	Type	Description
`resolved`	number	Calls successfully resolved by the agent
`transferred`	number	Calls transferred to a human
`abandoned`	number	Calls abandoned by the caller
`other`	number	Calls with other outcomes

`agentPerformance`

Array of per-agent metrics:

Field	Type	Description
`agentId`	string	Agent UUID
`agentName`	string	Agent display name
`totalCalls`	number	Total calls handled
`resolved`	number	Calls resolved
`transferred`	number	Calls transferred
`abandoned`	number	Calls abandoned
`other`	number	Other outcomes
`resolvedPercent`	number	Percentage resolved
`transferredPercent`	number	Percentage transferred
`abandonedPercent`	number	Percentage abandoned
`otherPercent`	number	Percentage other
`avgDuration`	number	Average call duration in seconds for this agent
`sentimentPercent`	number \| null	Percentage of positive-sentiment calls for this agent. `null` if no sentiment data
`status`	string	Agent status: `active`, `inactive`, `cancelled`, `pending`, or `deleted` (hard-deleted from DB)

`aiInsights`

AI model quality and operational metrics for the period:

Field	Type	Description
`intentAccuracy`	number \| null	Percentage of calls where the agent required zero user corrections (0–100). `null` if no correction data
`contextRetention`	number \| null	Average ratio of cached LLM tokens to total tokens, as a percentage (0–100). Measures how effectively conversation context is preserved. `null` if telemetry unavailable
`speechRecognition`	number \| null	Average STT transcript confidence score as a percentage (0–100). `null` if telemetry unavailable
`entityExtraction`	number \| null	Percentage of AI function tool calls that completed without error (0–100). `null` if telemetry unavailable
`responseLatency`	number \| null	Average LLM time-to-first-token in milliseconds. Same source as `metrics.responseTime`. `null` if telemetry unavailable
`trainingSessions`	number	Total number of call sessions in the date range

`escalationReasons`

Array of reasons why calls were transferred or escalated, sorted by count descending. Empty array if no escalated calls have a recorded reason.

Field	Type	Description
`reason`	string	AI-extracted reason phrase (e.g., `"billing dispute"`, `"technical issue requiring specialist"`)
`count`	number	Number of calls with this reason
`percentOfTotal`	number	Percentage of all escalated calls with this reason (0–100)
`avgTimeBeforeEscalation`	number	Average call duration in seconds before escalation occurred

List Outbound Calls Minutes by Agent

​Query Parameters

​Response Fields

​metrics

​dailyVolume

​hourlyDistribution

​resolutionBreakdown

​agentPerformance

​aiInsights

​escalationReasons

Query Parameters

Response Fields

`metrics`

`dailyVolume`

`hourlyDistribution`

`resolutionBreakdown`

`agentPerformance`

`aiInsights`

`escalationReasons`