Question
I want to use the Incremental Calls Export endpoint to extract data about non-answered calls in Talk. Then, I want to compare that data to match the Non-answered calls metric in Explore. How can I do that?
Answer
Zendesk marks calls as non-answered in the raw data received through the Incremental Calls Export API when all of the below conditions are true.
| JSON object | Condition | JSON value |
| direction | is | inbound |
| completion_status | is | completed |
| talk_time | is | 0 |
| voicemail | is | FALSE |
| ivr_action | is not | phone_number OR textback OR voicemail |
| overflowed | is | FALSE |