Calls
Returns inbound and outbound call records from a Zendesk Talk instance, including agent, timing, and call quality details.
View-Specific Information
Select
The provider uses the Zendesk API to process WHERE clause conditions built with the StartTime column, which supports the = operator.
The rest of the filter is executed client-side within the provider.
For example, the following query is processed server side:
SELECT * FROM Calls WHERE StartTime = '2022-09-01'
Columns
| Name | Type | References | Description |
| Id | Long | The Id of the call. | |
| 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 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 | Indicates whether 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 | The date and time when the call record was created. | |
| CustomerId | Long | The Id of the customer associated with the call. | |
| CustomerRequestedVoicemail | Boolean | Indicates whether the customer requested to be directed to voicemail instead of waiting for an agent to answer. | |
| DefaultGroup | Boolean | Indicates whether the call was answered by an agent who is a member of the call's default group, if group routing is used. | |
| Direction | String | The direction of the call. Possible values: inbound or outbound. | |
| Duration | Integer | Call duration in seconds. | |
| ExceededQueueWaitTime | Boolean | Indicates whether 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 | The name of the group that received the call through IVR routing. Null if IVR is disabled. | |
| IvrHops | Integer | The number of IVR menu options the customer went through before talking to an agent. Null if IVR is disabled. | |
| IvrRoutedTo | String | The phone number to which the call was routed by IVR, such as +1311123456789. Null if IVR is disabled. | |
| IvrTimeSpent | Integer | The duration in seconds the customer spent in IVR. Null if IVR is disabled. | |
| MinutesBilled | Integer | The number of minutes billed for the call. | |
| Line | String | The line associated with the call. | |
| LineId | Long | The Id of the line associated with the call. | |
| NotRecordingTime | Integer | How long in seconds spent not recording on the call. | |
| OutsideBusinessHours | Boolean | Indicates whether the call was received outside business hours. | |
| Overflowed | Boolean | Indicates whether 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 | The Id of the Talk phone number associated with the call. | |
| 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 | The date and time when the call record was last updated. | |
| Voicemail | Boolean | Indicates whether 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 more granular control over the data returned from the data source.
| Name | Type | Description | |
| StartTime | Datetime | The start time used to filter calls. |