Call Data Model

Data Model Overview

🏗️ Primary Entities

Calls: Inbound and outbound calls placed or received on a shop’s Steer Phones phone system

Classification: AI-assigned call category, business outcome, and summary

Sentiment: Customer, employee, and overall sentiment with 0–100 scores

🔗 Key Relationships

Many-to-One: Call → Shop (each call belongs to the shop its phone system serves)

Many-to-One: Call → Tenant (each call belongs to one tenant)

Many-to-One: Call → Phone System (the Steer Phones system the call was placed or received on)

Tip

One Row per Call: Each record is the root leg of a call. Transfers and forwards of the same call are not separate records, and internal extension-to-extension calls are not included.

Note

Steer Phones Only: Calls are available only for shops that use Steer Phones and whose phone system is linked to the shop. For other tenants the call type returns no files.

Field Specifications

Call Identification

Core identification fields linking calls to tenants, shops, and phone systems.

Field Name	Data Type	Description	Required
STEER_TENANT_ID	String (UUID)	Unique tenant identifier (parent organization)	Yes
STEER_SHOP_ID	String (UUID)	Shop location identifier the phone system serves	Yes
STEER_CALL_ID	String (UUID)	Unique call identifier	Yes
STEER_PHONE_SYSTEM_ID	String (UUID)	Steer Phones phone system the call was placed or received on	Yes
CALL_PHONE_SYSTEM_NAME	String	Business name of the phone system	Yes

Call Details

Direction, parties, and how the call ended.

Field Name	Data Type	Description	Required
CALL_DIRECTION	String	Call direction (inbound, outbound)	Yes
CALL_FROM_NUMBER	String	Number that placed the call, in E.164 format. For inbound calls this is the external caller: usually a customer, sometimes a vendor or partner	No
CALL_TO_NUMBER	String	Number that was called, in E.164 format. For outbound calls this is the external party	No
CALL_STATUS	String	Telephony call status (see enum values)	Yes
CALL_OUTCOME	String	Call outcome classification (see enum values)	No
CALL_OUTCOME_SOURCE	String	Source of the outcome determination (ai or manual)	No
CALL_ANSWERED_BY_EXTENSION_NUMBER	String	Number of the extension that answered the call (e.g., 101)	No
CALL_ANSWERED_BY_EXTENSION_NAME	String	Name of the extension that answered the call	No

Classification & Conversion

AI-assigned purpose, business outcome, and conversion of the call.

Field Name	Data Type	Description	Required
CALL_CATEGORY_CODE	String	Primary call purpose classification code (e.g., APPOINTMENT_BOOKING)	No
CALL_OUTCOME_CODE	String	Business outcome code from the category’s options (e.g., APPT_BOOKED)	No
CALL_CLASSIFICATION_SUMMARY	String	Brief AI-generated summary of the call	No
CALL_IS_CONVERTED	Boolean	Whether the call resulted in a conversion (null = not determined)	No
CALL_CONVERSION_VALUE	Number	Monetary value of the conversion (null = no value tracked)	No
CALL_IS_EMERGENCY	Boolean	Whether the call was to an emergency number (911, 933)	No

Sentiment

Sentiment labels with scores snapshotted at classification time (0–100, higher is more positive).

Field Name	Data Type	Description	Required
CALL_CUSTOMER_SENTIMENT_CODE	String	Customer mood classification (see enum values)	No
CALL_CUSTOMER_SENTIMENT_SCORE	Number	Customer sentiment score (0–100)	No
CALL_EMPLOYEE_SENTIMENT_CODE	String	Employee demeanor classification (see enum values)	No
CALL_EMPLOYEE_SENTIMENT_SCORE	Number	Employee sentiment score (0–100)	No
CALL_OVERALL_SENTIMENT_CODE	String	Overall call tone classification (see enum values)	No
CALL_OVERALL_SENTIMENT_SCORE	Number	Overall sentiment score (0–100)	No
CALL_SENTIMENT_SOURCE	String	Source of the sentiment classification (ai or manual)	No

Timing

Call timing in both UTC and the phone system’s local timezone.

Field Name	Data Type	Description	Required
CALL_STARTED_AT	Timestamp	When the call started ringing (UTC)	Yes
CALL_ENDED_AT	Timestamp	When the call ended (UTC)	No
CALL_STARTED_AT_LOCAL	Timestamp	When the call started ringing (phone system’s local timezone)	Yes
CALL_ENDED_AT_LOCAL	Timestamp	When the call ended (phone system’s local timezone)	No
CALL_DURATION_SECONDS	Number	Call duration in seconds (null = call not yet completed)	No
CALL_RECORDING_DURATION_SECONDS	Number	Recording duration in seconds	No

System Timestamps

Record lifecycle tracking.

Field Name	Data Type	Description	Required
STEER_CREATED_AT	Timestamp	Record creation timestamp in Steer	Yes
STEER_UPDATED_AT	Timestamp	Record last update timestamp in Steer	Yes

Field Enum Values

Status

Telephony status of the call:

• completed: The call connected and ended normally
• canceled: The call was hung up before it was answered
• no-answer: The call rang without being answered
• busy: The called party was busy
• failed: The call could not be completed
• ringing / in-progress: The call had not finished when the record was exported

Outcome

How the call ended from the shop’s point of view:

• answered: The call was answered
• abandoned: The caller hung up before the call was answered
• transferred: The call was transferred
• voicemail: The caller reached voicemail
• no_answer: The call was not answered
• rejected, blocked, busy, failed, cancelled: Less common terminal outcomes

Category

CALL_CATEGORY_CODE values are configurable per tenant, so the set differs between tenants. The most common values are:

• SERVICE_STATUS: Checking on a vehicle in service
• APPOINTMENT_BOOKING: Booking an appointment
• SERVICE_INQUIRY: Asking about a service
• SERVICE_APPROVAL: Approving recommended work
• PARTNER_VENDOR: Call with a vendor or partner
• PRICE_INQUIRY: Asking about pricing
• OTHER: None of the configured categories

Sentiment

• Customer (CALL_CUSTOMER_SENTIMENT_CODE): APPRECIATIVE, SATISFIED, NEUTRAL, CONFUSED, FRUSTRATED, ANGRY
• Employee (CALL_EMPLOYEE_SENTIMENT_CODE): HELPFUL, PROFESSIONAL, NEUTRAL, RUSHED, UNHELPFUL, RUDE
• Overall (CALL_OVERALL_SENTIMENT_CODE): VERY_POSITIVE, POSITIVE, NEUTRAL, NEGATIVE, VERY_NEGATIVE

Data Quality Notes

Null Values

Note

Expected Null Values

• Classification and sentiment fields are null for calls that were not analyzed, typically unanswered or very short calls
• CALL_ANSWERED_BY_EXTENSION_NUMBER and CALL_ANSWERED_BY_EXTENSION_NAME are null for calls nobody answered and for almost all outbound calls
• CALL_ENDED_AT and CALL_DURATION_SECONDS are null for calls still in progress at export time
• CALL_CONVERSION_VALUE is null when no conversion value was tracked

Timezone Handling

Tip

Dual Timestamps: Call start and end are provided in both UTC (CALL_STARTED_AT, CALL_ENDED_AT) and the phone system’s local timezone (CALL_STARTED_AT_LOCAL, CALL_ENDED_AT_LOCAL). Use UTC timestamps for data processing and local timestamps for display purposes.

Sample Record

One record from a call export file:

{
  "STEER_TENANT_ID": "ce96b905-5647-4901-8a83-8e7dbca90418",
  "STEER_SHOP_ID": "2dc598c3-1e9e-408e-82df-b8d7acff380b",
  "STEER_CALL_ID": "7b1e4f0a-9c2d-4e8b-a1f3-5d6c7e8f9a0b",
  "STEER_PHONE_SYSTEM_ID": "3f2a1b0c-8d7e-4f6a-9b5c-4d3e2f1a0b9c",
  "CALL_PHONE_SYSTEM_NAME": "Main Street Auto Care",
  "CALL_DIRECTION": "inbound",
  "CALL_FROM_NUMBER": "+15555550123",
  "CALL_TO_NUMBER": "+15555550100",
  "CALL_STATUS": "completed",
  "CALL_OUTCOME": "answered",
  "CALL_OUTCOME_SOURCE": "ai",
  "CALL_ANSWERED_BY_EXTENSION_NUMBER": "101",
  "CALL_ANSWERED_BY_EXTENSION_NAME": "Front Desk",
  "CALL_CATEGORY_CODE": "APPOINTMENT_BOOKING",
  "CALL_OUTCOME_CODE": "APPT_BOOKED",
  "CALL_CLASSIFICATION_SUMMARY": "The caller booked an oil change for tomorrow morning and confirmed the drop-off time.",
  "CALL_IS_CONVERTED": true,
  "CALL_IS_EMERGENCY": false,
  "CALL_CUSTOMER_SENTIMENT_CODE": "SATISFIED",
  "CALL_CUSTOMER_SENTIMENT_SCORE": 80,
  "CALL_EMPLOYEE_SENTIMENT_CODE": "HELPFUL",
  "CALL_EMPLOYEE_SENTIMENT_SCORE": 90,
  "CALL_OVERALL_SENTIMENT_CODE": "POSITIVE",
  "CALL_OVERALL_SENTIMENT_SCORE": 75,
  "CALL_SENTIMENT_SOURCE": "ai",
  "CALL_STARTED_AT": "2026-10-19 14:02:11.000",
  "CALL_ENDED_AT": "2026-10-19 14:05:17.000",
  "CALL_STARTED_AT_LOCAL": "2026-10-19 10:02:11.000",
  "CALL_ENDED_AT_LOCAL": "2026-10-19 10:05:17.000",
  "CALL_DURATION_SECONDS": 186,
  "CALL_RECORDING_DURATION_SECONDS": 184,
  "STEER_CREATED_AT": "2026-10-19 14:02:11.000",
  "STEER_UPDATED_AT": "2026-10-19 14:06:02.000"
}