Calls
A complete list of information on inbound and outbound calls from your Zendesk Talk instance.
Table Specific Information
Select
The add-in 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 add-in.
- StartTime supports the '=' comparison.
For example, the following queries are processed server side.
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. |