You can view your Zendesk Talk usage statistics, transaction records, and remaining credits in the History tab of the Zendesk Support admin menu. For information on Zendesk Talk pricing, purchasing credits, and other billing details, see Zendesk Talk number availability and pricing.
- Click the Admin icon (
)in the sidebar, then select Channels > Talk.
- Select the History tab.
Overview
In the Overview section, you can view key statistics for your Talk activity. These overall results are broken down further in the later sections of the History tab.
- Minutes used in this period: The total number of minutes used during the selected date range.
- Voicemails: The number of voicemails received during the selected date range.
- Calls: The total number of calls received and made during the selected date range. This includes abandoned and missed calls.
- Credit used in this period: The number of total credits used during the selected date range.
- Current balance: The number of credits remaining after the selected date range.
You can download these results by clicking the Export CSV button at the upper-right corner of the tab. Alternatively, you can click Export Monitoring CSV to view results from the Live Calls dashboard (see Monitoring calls with the Live Calls dashboard).
Transactions
In the Transactions section, you can view the different transactions you've made during the selected date range, such as purchasing new numbers or credits.
- Transaction: The phone number used for the transaction.
- Date: The date the transaction occurred.
- Amount: The total cost of the transaction.
At the bottom of the table you can view the total amount spent for phone number charges and your remaining credit.
Ticket details
In the Ticket details section, you can view more specific information about your call usage history.
- ID: The ID associated with the call.
- Ticket ID: The ID of the ticket created from the call.
- Date/Time: The timestamp when the call was received or made.
- From: The phone number the call originated from.
- To: The phone number the call was routed to.
- Agent: The agent that answered the call. If the call was sent to voicemail, the field will display "Voicemail". If the call was abandoned before voicemail, the field will be blank.
-
Call status The status of the call.
Note: A call status of Completed refers to a number of different scenarios including declined calls, missed calls, and calls that were completed with the customer.
- Wait time: The amount of time before a call was answered.
- Hold time: The amount of time a caller spent on hold.
- Wrap up time: The amount of time spent in wrap-up.
- Minutes: The duration of the entire phone call in minutes.
- Charge: The total cost of the call.
- IVR Routed To The location the call was routed to in the IVR, if available.
9 Comments
Hi Zendesk Team,
I am looking through the API and searching for a way to get the individual call records in the same format represented in the "Ticket Details" above. Could you please point me toward the portion of the Zendesk API that allows me to pull that information?
Thank you!
Ross
I am also looking for an API that can give me call records, specifically, an API that can give me the time of the call, the duration of the call, and whether it was inbound or outbound. Does an API like this exist?
Hi Ross & Ben-
You should be able to retrieve all that data using our Ticket Audits endpoint, specifically the voice comment event. Please take a look and see if this contains what you are looking for.
Regards,
Joey
Joseph-
Is there any way to get only ticket audits of the type VoiceComment? Or is the only way to get this data is by getting all ticket audits and then parsing for ones that have type = VoiceComment?
Hi Joseph, do you know if there is an easier API call to get the data shown in the "Ticket Details" section? The "Voice Comment" endpoint doesnt seem to be a decent match to me.
Alternatively, has anyone managed to piece together endpoints to make this work?
Hi Joseph,
I put this together this week, and I can't find any of the following in the Ticket Audits API:
Am I missing something about the information available?
Thomas, here is a gist with the Python code I used to get the VoiceComment audits: https://gist.github.com/brk21/47bfd98fc2597c473521ea3695d5b24b
Ross
Ross - I have the same problem. The API only provides 75% of the values I need to match Ticket Details, which the end user wants to see.
For now, we are having someone manually run a Ticket Details history extract so we can load a flat file to our Data Warehouse.
We are hoping that the existing endpoints can be expanded or a new endpoint created to provide this extract record structure.
Thanks for the info, it is much appreciated.
Tom
Hi Ross, Thomas,
please refer to the following documentation https://developer.zendesk.com/rest_api/docs/voice-api/incremental_export
Let us know if you have any further queries.
Best,
Manuel
mbreschi@zendesk.com
This is great. Thank you Manuel!
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