Zendesk Talk

1. How to connect to Zendesk Talk?

You can follow the following steps to build a connection with your Zendesk Support. If you need any helps to set up your integration, please contact us.

1. Go to the Resources page and click the Add Resource button.

2. In the "Select a data source" step, select Zendesk Talk under Apps.

3. In the "Configure the data source" step, enter the following information:

• Start Date:Retrieve data from a specific date and time. The date should be defined in UTC date and time, such as 2017-01-25T00:00:00Z.

• Email: the email address that is registered for your Zendesk account.

• API Token: The value of the API token generated. See here to get an API token.

• Subdomain: The subdomain for your Zendesk Support.

4. In the "Select the tables", choose tables that you want to connect. See here for more details on each table.

5. Click Finish Setup. You will see a icon next to your Zendesk Talk resource. It may take a few minutes to several hours depending on the data size and the number of your tables. Once your APP's data is ready, you will receive a notification email.

2. How to generate an API token for Zendesk Talk?

Zendesk Talk and Zendesk Support can share the same API token. If you have already generated an API token for Zendesk Support, then you can use the same one to connect to Zendesk Talk.

To connect to your Zendesk account on Acho, you have to enable API token access and generate a token in Zendesk. You must be an administrator and API token access must be enabled. Here are the instructions to do so.

1. Click the Admin icon () in the sidebar, then select Channels > API. Or, you can go here directly: https://YourSUBDOMAIN.zendesk.com/agent/admin/api/settings (Remember to change "YourSUBDOMAIN" in the link to your subdomain name)

2. Enable API token access.

3. Click Add API token and find your API tokens as shown below.

4. Click Save.

3. How to set up Data Sync?

Acho supports creating schedulers to retrieve the latest data from your Zendesk Talk account at a certain time interval. To see more details, you can visit here.

4. Available Tables

For every third-party App integration, there are many tables that can be imported. Outside of the reference tables, here are some of the most used tables for your analytics

• Account Overview

• Addresses

• Agents Activity

• Agents Overview

• Calls (Incremental sync)

• Call Legs (Incremental sync)

• Current Queue Activity

• Greeting Categories

• Greetings

• IVRs

• IVR Menus

• IVR Routes

• Phone Numbers

Account Overview

The Account Overview table shows the overview statistics about your account.

Name	Type	Description
average_call_duration	integer	Average time of call across all calls
average_queue_wait_time	integer	Average time caller spent in queue waiting to be routed to an agent
average_wrap_up_time	integer	Average wrap-up time across all calls
max_calls_waiting	integer	Maximum number of calls waiting for an agent in the queue, including caller on the line and callback requests
max_queue_wait_time	integer	Maximum time caller spent in queue waiting to be routed to an agent
total_call_duration	integer	Total duration of all calls
total_calls	integer	Total number of inbound and outbound calls
total_voicemails	integer	Total number of calls that went to voicemail for any reason
total_wrap_up_time	integer	Total wrap-up time across all calls

On the Professional plan and above, the table has the following additional properties:

Name	Type	Description
average_callback_wait_time	integer	Average callback time a customer has been waiting for an agent in the queue. Excludes Available agents greeting
average_hold_time	integer	Average time caller spent on hold per call
average_time_to_answer	integer	Average time between system answering a call and customer being connected with an agent. Includes greetings and other recordings played
total_callback_calls	integer	Total number of callback requests (successful or not)
total_calls_abandoned_in_queue	integer	Total number of calls where customer hung up while waiting in the queue
total_calls_outside_business_hours	integer	Total number of calls received outside business hours
total_calls_with_exceeded_queue_wait_time	integer	Total number of calls sent to voicemail after exceeding the max wait time in the queue
total_calls_with_requested_voicemail	integer	Total number of calls where customer requested to be put through to voicemail by dialing 1
total_hold_time	integer	Total hold time across all calls
total_inbound_calls	integer	Total number of inbound calls
total_outbound_calls	integer	Total number of outbound calls
total_textback_requests	integer	Total number of textback messages sent from IVR
total_embeddable_callback_calls	integer	Total number of callback calls requested via Web Widget (successful or not)

Addresses

When you purchase a phone number in Talk, some countries have regulations that require you to provide an address to verify your business. The Addresses table retrieves the list of addresses that are used for verification.

Name	Type	Read-only	Mandatory	Description
id	integer	true	false	Automatically assigned upon creation
city	string	false	true	The city of the address
country_code	string	false	true	The ISO code of the country for this address
name	string	false	true	The name of the address
provider_reference	string	false	false	The provider reference of the address
province	string	false	true	The province of the address
state	string	false	false	The state of the address
street	string	false	true	The street of the address
zip	string	false	true	The zip of the address

Agents Activity

The Agents Activity table shows the descriptive statistics for each agent.

Name	Type	Description
agent_id	string	The agent's id
agent_state	string	The agent's state. Allowed values are "online", "offline", "away", or "transfers_only"
available_time	integer	Total time agent was available to answer calls and set to "online". Does not include time on calls or in wrap-up mode
avatar_url	string	The URL to agent's avatar
away_time	integer	Total time agent's status was set to "away"
call_status	string	The agent's call status. Allowed values are "on_call", "wrap_up", or "null"
calls_accepted	integer	The total number of phone calls the agent has accepted
calls_denied	integer	The total number of times the agent has declined an incoming call
calls_missed	integer	The total number of times an agent has not answered their phone and the call was routed to the next available agent
forwarding_number	string	The forwarding number set up by the agent, or null if the agent has no forwarding number
name	string	The agent's name
online_time	integer	Total time agent's status was set to "online", "away", or "transfers_only"
transfers_only_time	integer	Total time agent's status was set to "transfers_only"
total_call_duration	integer	Total time the agent was on call across all calls
total_talk_time	integer	Total talk time (excludes hold time and consultation)
total_wrap_up_time	integer	Total time spent in wrap-up across all calls
via	string	The channel (client/phone) the agent is registered on

On the Professional plan and above, the JSON object has the following additional properties:

Name	Type	Description
accepted_third_party_conferences	integer	The average number of conference calls accepted, the number accepted by the selected agent, and the percentage difference between the two
accepted_transfers	integer	Total numbers of transfers the agent accepted
average_hold_time	integer	Average time the agent spent on hold per call
average_talk_time	integer	Average talk time across all calls (excludes hold time and consultation)
average_wrap_up_time	integer	Average wrap-up time across all calls
calls_put_on_hold	integer	Total number of calls the agent placed on hold
started_third_party_conferences	integer	The average number of conference calls initiated, the number initiated by the selected agent, and the percentage difference between the two
started_transfers	integer	Total numbers of transfers the agent started
total_hold_time	integer	Total time the agent was on hold across all calls

Agents Overview

The Agents Overview table shows the overview statistics for all agents.

Name	Type	Description
average_wrap_up_time	integer	Average wrap-up time across all calls
total_calls_accepted	integer	Total number of calls agents answered
total_calls_denied	integer	Total number of calls agents denied
total_calls_missed	integer	Total number of calls agents missed
total_talk_time	integer	Total talk time across all calls (excludes hold time and consultation)
total_wrap_up_time	integer	Total wrap-up time across all calls

Note: Metrics like total_calls_accepted, total_calls_denied, total_calls_missed, and total_calls_put_on_hold can be greater than total_inbound_calls. Example: One inbound call is missed by two agents or denied by two agents.

On the Professional plan and above, the table has the following additional properties:

Name	Type	Description
average_accepted_transfers	integer	Average number of transfers agents accepted
average_available_time	integer	Average time an agent was available to answer calls and set to "online". Does not include time on calls or in wrap-up mode
average_away_time	integer	Average time agent's status was set to "away"
average_calls_accepted	integer	Average number of calls agents answered
average_calls_denied	integer	Average number of calls agents denied
average_calls_missed	integer	Average number of calls agents missed
average_calls_put_on_hold	integer	Average number of calls an agent placed on hold
average_hold_time	integer	Average time caller spent on hold per call
average_online_time	integer	Average time agent's status was set to "online", "away", or "transfers_only"
average_transfers_only_time	integer	Average time agent's status was set to "transfers only"
average_started_transfers	integer	Average number of transfers agents started
average_talk_time	integer	Average agent talk time across all calls (excludes hold time and consultation)
total_accepted_transfers	integer	Total number of transfers agents started
total_calls_put_on_hold	integer	Total number of calls agents placed on hold
total_hold_time	integer	Total hold time across all calls
total_started_transfers	integer	Total number of transfers agents started

Calls (Incremental sync)

The Call table retrieves a complete list of information on inbound and outbound calls.

Name	Type	Description
id	integer	Call id
agent_id	integer	The id of the first agent who picked up the call
call_charge	string	Total charge for the call. String representation of a decimal number with six decimal places. Example: "1.230000". Null if no charge was received from Twilio
call_group_id	integer	The id number of the group the call was last placed in before completion.
call_recording_consent	string	Call recording consent value configured for the phone number. Allowed values are "always", "opt_in", "opt_out" or "never"
call_recording_consent_action	string	Call recording consent option selected by the caller. Allowed values are "caller_opted_in", "caller_opted_out" or "null"
call_recording_consent_keypress	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
callback_source	string	The source of the callback request. Allowed values are "null", "queue" or "web widget"
completion_status	string	Status of the call. Allowed values are "completed", "abandoned_in_queue", "abandoned_in_ivr", "abandoned_in_voicemail", "abandoned_on_hold" or "pending_voicemail"
consultation_time	integer	Sum of how long in seconds agents consulted with each other while the customer was on hold
created_at	date	When the call object was created
customer_requested_voicemail	boolean	The customer requested to be directed to voicemail instead of waiting for an agent to answer
default_group	boolean	The call was answered by an agent who is a member of the call's 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
exceeded_queue_time	boolean	The customer exceeded the maximum queue wait time and did not speak with an agent
hold_time	integer	Sum of how long in seconds the customer was placed on hold by an agent(s)
ivr_action	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)
ivr_destination_group_name	string	Name of the group that received the call through IVR routing. null if IVR is disabled
ivr_hops	integer	How many menu options the customer went through in IVR before talking to an agent. null if IVR is disabled
ivr_routed_to	string	Phone number where call was routed to by IVR. Example: "[phone]". null if IVR is disabled
ivr_time_spent	integer	How long in seconds the customer spent in IVR. Null if IVR is disabled
minutes_billed	integer	Minutes billed
not_recording_time	integer	How long in seconds spent not recording on the call.
outside_business_hours	boolean	The call was received outside business hours
overflowed	boolean	True if the call overflowed
overflowed_to	string	The phone number that the call overflowed to. null if overflowed is false
phone_number	string	Talk phone associated with the call. Example: "[phone]"
phone_number_id	integer	Talk phone number id
quality_issues	array	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"
recording_control_interactions	integer	The amount of times agents have paused or resumed a recording on the call.
recording_time	integer	How long in seconds spent recording on the call
talk_time	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
ticket_id	integer	The id of the ticket related to the call
time_to_answer	integer	How long in seconds the customer waited for an agent to answer after hearing the Available agents greeting
updated_at	date	When the call object was last created
voicemail	boolean	If true, the call was a voicemail
wait_time	integer	How long in seconds the customer was in the call before an agent answered
wrap_up_time	integer	Sum of how long in seconds the agent(s) spent in wrap up

Call Legs (Incremental sync)

The Call Legs table shows information for each call leg. A call leg is a logical connection between two voice gateways or between a gateway and an IP telephony device. Legs are a subsection of calls and return information specific to each agent that interacted with the call, or any action the system took on the call.

Name	Type	Description
id	integer	Leg id
agent_id	integer	Id of the agent associated with this part of the call. When agent_id is positive, then user_id must be 0 and the type is "agent_leg"
available_via	string	Ways the agent is available for incoming calls. It can be null on customer leg. Allowed values are "browser" or "phone"
call_charge	string	Call charge on the leg. String representation of a decimal number with six decimal places. Example: "1.230000"
call_id	integer	Call id
completion_status	string	Completion status of the leg. Allowed values are "agent_declined", "agent_missed", "agent_transfer_declined", "customer_hang_up" or "completed"
conference_from	integer	ID of agent who initiated the 3rd party conference
conference_time	integer	Time that agent spent in 3rd party conference (if call has multiple conferences we will sum the conference time)
conference_to	integer	ID of user or agent who joined the 3rd party conference
consultation_from	integer	ID of the agent who requested the consultation
consultation_time	integer	How long the agent consulted with another agent while the customer was on hold. null if there was no consultation
consultation_to	integer	The id of the agent who received and accepted the consultation request. null if there was no transfer
created_at	date	When the leg object was created
duration	integer	How long in seconds the leg existed
forwarded_to	string	Phone number the call was forwarded to. Example: "[phone]". It can be null on customer leg
hold_time	integer	How long in seconds the leg existed
minutes_billed	integer	Minutes billed
quality_issues	array	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"
talk_time	integer	How long in seconds the agent was in conference with the customer for this leg
transferred_from	integer	The id of the agent who initialized the transfer. This value must be 0 on the first agent's leg. null if there was no transfer
transferred_to	integer	The id of the agent who received and accepted the transfer request
type	string	The type of the leg. Allowed values are "customer", "agent", "external" or "supervisor"
updated_at	date	When the leg object was last updated
user_id	integer	Id of the customer or user associated with this part of the call. When user_id is positive then agent_id must be 0 and the type is customer_leg
wrap_up_time	integer	How long in seconds the leg was in wrap up. It can be null on customer leg

Current Queue Activity

The Agents Overview table shows statistics for current queue activities.

Name	Type	Description
agents_online	integer	The current number of agents online or away, including those on call and on wrap up
average_wait_time	integer	The average wait time for all callers who are waiting for an available agent (in seconds)
callbacks_waiting	integer	The current number of callers in the callback queue waiting for the next available support agent
calls_waiting	integer	The current number of callers in the queue waiting for the next available support agent
embeddable_callbacks_waiting	integer	The current number of callback requests from Web Widget in the queue waiting for the next available support agent
longest_wait_time	integer	The longest wait time for any caller in the queue (in seconds)

Greeting Categories

The Greeting Categories table shows a list of categories that are used for classifying different greetings.

Name	Type	Description
id	integer	The greeting category ID
name	string	The name of the greeting category

Greetings

The Greetings table retrieves all the information for each greeting.

Name	Type	Description
id		The greeting ID
active	boolean	The value is true if the greeting is associated with one or more phone numbers
audio_name	string	Greeting audio name provided in greeting .mp3 or .wav format
audio_url	string	The path to the greeting sound file
category_id	integer	The id of the greeting category. *Writeable on create only.
default	boolean	True if the greeting is a system default greeting
default_lang	boolean	Whether or not the greeting has a default language
has_sub_settings	boolean	Sub-settings for categorized greetings
ivr_ids	array	The IDs of the IVRs associated with the greeting
name	string	The name of the greeting
pending	boolean	Whether or not the greeting is pending
phone_number_ids	array	The IDs of the phone numbers associated with the greeting
upload_id	integer	Upload ID associated with the greeting

IVRs

Interactive voice response (IVR) uses keypad tones to route customers to the right agent or department, provide recorded responses for frequently asked questions, and deflect calls by allowing callers to switch the interaction to text. The IVRs table returns information about each IVR in your account

Name	Type	Read-only	Mandatory	Description
id	integer	true	false	The IVR ID
menus	array	false	false	The list of the IVR menus
name	string	false	false	The name of the IVR
phone_number_ids	array	false	false	The list of IDs of all the phone numbers configured with this IVR
phone_number_names	array	true	false	The list of the names of all the phone numbers configured with this IVR

IVR Menus

Name	Type	Read-only	Mandatory	Description
id	integer	true	false	The IVR menu ID
default	boolean	true	false	Whether this is the default menu for the IVR
greeting_id	integer	false	false	The ID of the greeting associated with the IVR menu
name	string	false	false	The name of the IVR menu
routes	array	true	false	The list of the IVR menu routes

IVR Routes

Name	Type	Read-only	Mandatory	Description
id	integer	true	false	The IVR route ID
action	string	false	false	The action that will be performed by the IVR route. Allowed values are "group", "voicemail", "phone_number", "textback", or "menu".
greeting	string	true	false	The name of the greeting associated with the IVR route
keypress	string	false	false	The keypress associated with the IVR route. Allowed values are "0", "1", "2", "3", "4", "5", "6", "7", "8", "9", "*", "#", or "default".
option_text	string	true	false	A text describing the options of the route. Example: When the option is group, "option_text" will be the name of the associated group
options	object	false	false	The options for the IVR route depending on the action.
overflow_options	array	false	false	Options for managing overflow calls

Phone Numbers

Name	Type	Description
id	integer	Automatically assigned upon creation
call_recording_consent	string	What call recording consent is set to
capabilities	object	Whether a phone number has mms, sms, or voice capability.
categorised_greetings	object	Greeting category ids and names.
categorised_greetings_with_sub_settings	object	The id and any settings associated with each greeting category. If the category has no settings, it defaults to the category name.
country_code	string	The ISO code of the country for this number
created_at	string	The date and time the phone number was created
default_greeting_ids	array	The names of default system greetings associated with the phone number.
default_group_id	integer	Default group id. *Writeable on most of the plans.
display_number	string	The formatted phone number
external	boolean	The external caller id number
failover_number	string	Failover number associated with the phone number
greeting_ids	array	Custom greetings associated with the phone number.
group_ids	array	An array of associated groups. *Writeable on most of plans.
ivr_id	integer	ID of IVR associated with the phone number
line_type	string	The type of line associated with the phone number
location	string	The number's geographical location. For example, "CA" or "Leeds"
name	string	The nickname if one is set. Otherwise the display_number
nickname	string	The nickname of the number if one is set
number	string	The phone number digits
outbound_enabled	boolean	Whether or not the phone number has outbound enabled
priority	integer	Level of priority associated with the phone number
recorded	boolean	Whether calls for the number are recorded or not
schedule_id	integer	ID of schedule associated with the phone number
sms_enabled	boolean	Whether or not the phone number has sms enabled
sms_group_id	integer	The group associated with this phone number
token	string	A generated token, unique for each phone number and used when provisioning the number. *Writeable on create only.
toll_free	boolean	Whether the number is toll-free or local
transcription	boolean	Whether calls for the number are transcribed or not
voice_enabled	boolean	Whether or not the phone number has voice en