JDBC Driver for Zendesk

Build 22.0.8462

Calls

A complete list of information on inbound and outbound calls from your Zendesk Talk instance

Table Specific Information

Select

The driver will use the Zendesk API to process WHERE clause conditions built with the following column and operator. The rest of the filter is executed client-side within the driver.

  • StartTime supports the '=' comparison.

For example, the following queries are processed server side.

SELECT * FROM Calls

SELECT * FROM Calls where starttime='2022-09-01'

Columns

Name Type References Description
Id Long Call id
AgentId Long The id of the first agent who picked up the call
CallCharge String Total charge for the call. String representation of a decimal number with six decimal places.
CallGroupId Long The id number of the group the call was last placed in before completion.
CallRecordingConsent String Call recording consent value configured for the phone number. Allowed values are always, opt_in, opt_out or never
CallRecordingConsentAction String Call recording consent option selected by the caller. Allowed values are caller_opted_in, caller_opted_out or null
CallRecordingConsentKeypress String Keypress the caller chose to give their call recording consent option. Allowed values are 3 or null
Callback Boolean True if the call was initiated by a callback request from the customer
CallbackSource String The source of the callback request. Allowed values are null, queue or web_widget
CompletionStatus String Status of the call. Allowed values are completed, abandoned_in_queue, abandoned_in_ivr, abandoned_in_voicemail, abandoned_on_hold or pending_voicemail
ConsultationTime String Sum of how long in seconds agents consulted with each other while the customer was on hold
CreatedAt Datetime When the call object was created
CustomerId Long Customer Id
CustomerRequestedVoicemail Boolean The customer requested to be directed to voicemail instead of waiting for an agent to answer
DefaultGroup Boolean The call was answered by an agent who is a member of the calls default group, if group routing is used
Direction String Inbound or outbound. The agent or customer who initialized the call
Duration Integer Call duration in seconds
ExceededQueueWaitTime Boolean The customer exceeded the maximum queue wait time and did not speak with an agent
HoldTime Integer Sum of how long in seconds the customer was placed on hold by an agent(s)
IvrAction String Menu action that was used by the caller in the IVR menu selection. Possible values: null (if IVR is not used), menu, voicemail, group, phone_number, textback, invalid (returned for an invalid keypress)
IvrDestinationGroupName String Name of the group that received the call through IVR routing. null if IVR is disabled
IvrHops Integer How many menu options the customer went through in IVR before talking to an agent. null if IVR is disabled
IvrRoutedTo String Phone number where call was routed to by IVR. Example: +1311123456789. null if IVR is disabled
IvrTimeSpent Integer How long in seconds the customer spent in IVR. Null if IVR is disabled
MinutesBilled Integer Minutes billed
Line String Line
LineId Long Line Id
NotRecordingTime Integer How long in seconds spent not recording on the call.
OutsideBusinessHours Boolean The call was received outside business hours
Overflowed Boolean True if the call overflowed
OverflowedTo String The phone number that the call overflowed to. null if overflowed is false
PhoneNumber String Talk phone associated with the call. If this a digital line, the digital line nickname. Example: +1311123456789
PhoneNumberId Integer Talk phone number id
QualityIssues String A summary of the call's quality issues related to the call provided to Zendesk from Twilio. Until the information is made available by Twilio, the array contains information_not_available. If there are no issues, the array contains none. Other possible values: one or more of silence, high_jitter, high_packet_loss, high_pdd, high_latency
RecordingControlInteractions Integer The amount of times agents have paused or resumed a recording on the call.
RecordingTime Integer How long in seconds spent recording on the call
TalkTime Integer Sum of how long in seconds the customer was in conference with an agent(s). If a call is not accepted by an agent this will be 0
TicketId Integer The id of the ticket related to the call
TimeToAnswer Integer How long in seconds the customer waited for an agent to answer after hearing the Available agents greeting
UpdatedAt Datetime When the call object was last created
Voicemail Boolean If true, the call was a voicemail
WaitTime Integer How long in seconds the customer was in the call before an agent answered
WrapUpTime Integer Sum of how long in seconds the agent(s) spent in wrap up

Pseudo-Columns

Pseudo column fields are used in the WHERE clause of SELECT statements and offer a more granular control over the tuples that are returned from the data source.

Name Type Description
StartTime Datetime Start Time

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Build 22.0.8462