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 |
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