Links

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

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: "+1311123456789". 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: "+1311123456789"
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: "+1311123456789". 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".