Public Zendesk Talk Connector API Reference

The public API procedures may call the internal procedures which should not be used directly as they can be changed without any explicit notification in the newer versions of the connector. Internal procedures can be recognized by the prefix internal_ in their names. Public API procedures do not have such prefix in their names.

Phone Numbers

getPhoneNumbers

Phone numbers
Parameter
<id> (optional): The phone number ID
<target_table> (optional): Table name to save the data to
<preview> (optional): Preview only, don't write into table
<label> (optional): Multi-tenancy label

Attribute	Type	Description
id	long	Automatically assigned upon creation
number	string	The phone number digits
display_number	string	The formatted phone number
external	boolean	If external caller id number
name	string	The nickname if one is set, otherwise the display_number
nickname	string	The nickname of the number if one is set
toll_free	boolean	Whether the number is toll-free or local
location	string	Geographical location of the number (e.g. CA or Leeds)
country_code	string	The ISO code of the country for this number
created_at	timestamp	The date and time of the phone number creation
transcription	boolean	Whether calls for the number are transcribed or not
recorded	boolean	Whether calls for the number are recorded or not
group_id	long	Associated group ID
default_group_id	long	Default group id
greeting_id	long	Custom greeting associated with this phone number
default_greeting_id	string	Default greeting associated with this phone number
sms_group_id	long	Group associated with this phone number
capabilities_sms	boolean	Whether phone number has sms capability
capabilities_mms	boolean	Whether phone number has mms capability
capabilities_voice	boolean	Whether phone number has voice capability
categorised_greeting_id	integer	<Non-documented field>
categorised_greeting_value	string	<Non-documented field>
categorised_greetings_with_sub_settings_id	integer	<Non-documented field>
categorised_greetings_with_sub_settings_setting	string	<Non-documented field>
categorised_greetings_with_sub_settings_value	string	<Non-documented field>
sms_enabled	boolean	<Non-documented field>
voice_enabled	boolean	<Non-documented field>
priority	long	<Non-documented field>
outbound_enabled	boolean	<Non-documented field>
ivr_id	long	<Non-documented field>
schedule_id	long	<Non-documented field>
brand_id	long	<Non-documented field>
failover_number	string	<Non-documented field>

Example

SQL

CREATE VIEW zendesktalk_examples.example_getPhoneNumbers AS
	SELECT * FROM (
		CALL zendesktalk.getPhoneNumbers(
			preview => TRUE
		)
	)x

searchPhoneNumbers

Available Phone Numbers
Parameter
<country> (required): The ISO country code
<toll_free> (optional): Whether the number should be toll-free or local
<area_code> (optional): Find phone numbers in the specified area code. (US and Canada only)
<contains> (optional): The regular expression used to search for phone numbers. Valid characters are ' and 0-9a-zA-Z. The ' character will match any single digit
<cleanTable> (optional): Empties target table before saving data
<target_table> (optional): Table name to save the data to
<preview> (optional): Preview only, don't write into table
<label> (optional): Multi-tenancy label

Attribute	Type	Description
number	string	The phone number digits
display_number	string	The formatted phone number
nickname	string	The nickname of the number if one is set
toll_free	boolean	Whether the number is toll-free or local
location	string	Geographical location of the number (e.g. CA or Leeds)
country_code	string	The ISO code of the country for this number
token	string	A generated token, unique for each phone number and used when provisioning the number
price	string	Monthly cost of this phone number
address_requirements	string	<Non-documented field>
capabilities_sms	boolean	Whether phone number has sms capability
capabilities_mms	boolean	Whether phone number has mms capability
capabilities_voice	boolean	Whether phone number has voice capability

SQL

Create View zendesktalk_examples.example_searchPhoneNumbers As
	Select * From (
		call zendesktalk.searchPhoneNumbers(
			country => 'US',
			toll_free => true,
			area_code => '844',
			contains => '500',
			preview => true
		)
	)x

Stats

CurrentQueueActivity

Current queue activity statistics
Parameter
<phone_number_ids> (optional): Comma-separated list of up to 100 phone number ids to filter results with
<target_table> (optional): Table name to save the data to
<preview> (optional): Preview only, don't write into table
<label> (optional): Multi-tenancy label

Attribute	Type	Description
agents_online	integer	The current number of agents online
calls_waiting	integer	The current number of callers in the queue waiting for the next available support agent
callbacks_waiting	integer	The current number of callers in the callback queue waiting for the next available support agent
average_wait_time	integer	The average wait time for all callers who are waiting for an available agent (in seconds)
longest_wait_time	integer	The longest wait time for any caller in the queue (in seconds)

Example

SQL

CREATE VIEW zendesktalk_examples.example_CurrentQueueActivity AS
	SELECT * FROM (
		CALL zendesktalk.CurrentQueueActivity()
	)x

AccountOverview

Account overview statistics
Parameter
<phone_number_ids> (optional): Comma-separated list of up to 100 phone number ids to filter results with
<target_table> (optional): Table name to save the data to
<preview> (optional): Preview only, don't write into table
<label> (optional): Multi-tenancy label

Attribute	Type	Description
average_call_duration	integer	Average time of call across all calls
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_queue_wait_time	integer	Average time caller spent in queue waiting to be routed to an agent
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
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_callback_calls	integer	Total number of callback requests (successful or not)
total_calls	integer	Total number of inbound and outbound calls
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_embeddable_callback_calls	integer	Total number of callback calls requested via Web Widget (successful or not)
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_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

Example

SQL

CREATE VIEW zendesktalk_examples.example_AccountOverview AS
	SELECT * FROM (
		CALL zendesktalk.AccountOverview()
	)x

AgentsOverview

Agents overview statistics
Parameter
<target_table> (optional): Table name to save the data to
<preview> (optional): Preview only, don't write into table
<label> (optional): Multi-tenancy label

Attribute	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_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 an agent was on a call, in wrap-up mode, or online
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)
average_wrap_up_time	integer	Average wrap-up time across all calls
total_accepted_transfers	integer	Total number of transfers agents started
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_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
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

Example

SQL

CREATE VIEW zendesktalk_examples.example_AgentsOverview AS
	SELECT * FROM (
		CALL zendesktalk.AgentsOverview()
	)x

AgentsActivity

Agents activity
Parameter
<target_table> (optional): Table name to save the data to
<preview> (optional): Preview only, don't write into table
<label> (optional): Multi-tenancy label

Attribute	Type	Description
name	string	The agent's name
agent_id	long	The agent's id
status	string	The agent's status. An agent can be in one of four states: Unavailable, Available, On Call, Wrap up
status_code	string	The agent's status code. An agent can be in one of four states: not_available, available, on_call, wrap_up
via	string	The channel (client/phone) the agent is registered on
avatar_url	string	The URL to agent's avatar
forwarding_number	string	The forwarding number set up by the agent, or null if the agent has no forwarding number
average_talk_time	integer	Average talk time across all calls (excludes hold time and consultation)
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
online_time	integer	Total time the agent was on a call, in wrap-up mode, or online
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
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
average_wrap_up_time	integer	Average wrap-up time across all calls
accepted_transfers	integer	Total numbers of transfers the agent accepted
started_transfers	integer	Total numbers of transfers the agent started
calls_put_on_hold	integer	Total number of calls the agent placed on hold
average_hold_time	integer	Average time the agent spent on hold per call
total_hold_time	integer	Total time the agent was on hold across all calls

Example

SQL

CREATE VIEW zendesktalk_examples.example_AgentsActivity AS
	SELECT * FROM (
		CALL zendesktalk.AgentsActivity(
			preview => TRUE
		)
	)x

Talk

getGreetingCategories

Greeting categories
Parameter
<id> (optional): The greeting category ID
<target_table> (optional): Table name to save the data to
<preview> (optional): Preview only, don't write into table
<label> (optional): Multi-tenancy label

Attribute	Type	Description
id	long	The greeting category ID
name	string	The name of the greeting category

Example

SQL

CREATTE VIEW zendesktalk_examples.example_getGreetingCategories AS
	SELECT * FROM (
		CALL zendesktalk.getGreetingCategories(
			preview => TRUE
		)
	)x

getGreetings

Greetings
Parameter
<id> (optional): The greeting ID
<target_table> (optional): Table name to save the data to
<preview> (optional): Preview only, don't write into table
<label> (optional): Multi-tenancy label

Attribute	Type	Description
id	string	The greeting ID
name	string	The name of the greeting
category_id	integer	The id of the greeting category
default	boolean	True if the greeting is a system default greeting
default_lang	boolean	<Non-documented field>
active	boolean	True if the greeting is associated with one or more phone numbers
pending	boolean	<Non-documented field>
audio_url	string	The path to the greeting sound file
audio_name	string	<Non-documented field>
upload_id	long	<Non-documented field>
phone_number_id	long	<Non-documented field>
ivr_id	long	<Non-documented field>
has_sub_settings	boolean	<Non-documented field>

Example

SQL

CREATE VIEW zendesktalk_examples.example_getGreetings AS
	SELECT * FROM (
		CALL zendesktalk.getGreetings(
			preview => TRUE	
		)
	)x