How to calculate call initiated at for different call direction for the same conversation?

Question

Hey friends, can you please help me determine which timestamp to consider for different call directions, namely inbound and outbound, within the same conversation? I couldn't find which timestamp to use as call_initiated_at for each call direction.I’ve attached a sample dataset where one tab contains ready-made metrics provided by Intercom, and the second tab includes conversation parts extracted from the conversation_part API object.Also, which two timestamps should be used to calculate call_duration, call_queue_time, and call_answer_time?

Jacques Reynolds · Accepted Answer

Hey ​@Jaydeep khatri👋 Jacques here from Intercom Support. I hope all is well today!For determining the call_initiated_at timestamp:Use "Call initiated at (America/Denver)" from the Intercom Pre Defined Metrics sheet for both inbound and outbound calls.The "Call direction" column differentiates between inbound and outbound calls.For call metric calculations:Call Duration: Call duration (seconds)Call Queue Time: Call queue time (seconds) (relevant for inbound calls)Call Answer Time: Call answer time (seconds)Hope this helps!

Jaydeep khatri · Answer

Hey ​@Jacques Reynoldsthanks for the reply.I am extracting the conversation data through the API, but I do not get the Call initiated at (America/Denver) field. The tab you were referring to is the data I downloaded in CSV format from the Intercom reports, and I couldn’t set up a schedule to receive this CSV in S3 or any other way. Therefore, I need to find the Call initiated at and other relevant timestamps to calculate the metrics listed in the Intercom Pre-Defined Metrics using the data provided in the Intercom_API_data tab.

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