Calls
A complete list of information on inbound and outbound calls from your Zendesk Talk instance
Table Specific Information
Select
The adapter 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 adapter.
- 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 |