Dashboard

Real-time voice activity metrics aggregated at account, queue, and agent level.

Get Account-level Activity

• GET /api/v2/channels/voice/dashboard/account_level_activity

Returns real-time activity metrics aggregated across the entire account, or across a filtered set of phone numbers.

Allowed For

• Agents
• Support users with Voice Dashboard Access permission

Parameters

Name	Type	In	Required	Description
phone_numbers	array	Query	false	Optional list of phone number IDs to filter aggregation by

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/dashboard/account_level_activity.json \
  -v -H "Authorization: Bearer {access_token}"

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/dashboard/account_level_activity?phone_numbers="
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/dashboard/account_level_activity")
		.newBuilder()
		.addQueryParameter("phone_numbers", "");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://support.zendesk.com/api/v2/channels/voice/dashboard/account_level_activity',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  params: {
    'phone_numbers': '',
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/dashboard/account_level_activity?phone_numbers="
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/dashboard/account_level_activity")
uri.query = URI.encode_www_form("phone_numbers": "")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "account": {
    "average_hold_time": 0,
    "average_talk_time": 0,
    "average_wrap_up_time": 0,
    "calls_accepted": 0,
    "calls_declined": 0,
    "calls_missed": 0,
    "calls_put_on_hold": 0,
    "third_party_conference_accepted": 0,
    "third_party_conference_started": 0,
    "time_available": 15795,
    "total_away": 0,
    "total_call_length": 0,
    "total_hold_time": 0,
    "total_online": 15795,
    "total_talk_time": 0,
    "total_transfers_only": 0,
    "total_wrap_up_time": 0,
    "transfer_accepted": 0,
    "transfer_started": 0
  },
  "agents": [],
  "from": 1782964800,
  "to": 1782996391
}

404 Not Found

// Status 404 Not Found

{
  "description": "Not found",
  "error": "RecordNotFound"
}

504 Gateway Timeout

// Status 504 Gateway Timeout

{
  "message": "ElasticSearch is down"
}

Get Agent-level Activity

• GET /api/v2/channels/voice/dashboard/agent_level_activity

Returns real-time activity metrics per agent, optionally scoped to a set of groups. When the account has voice dashboard pagination enabled, the response includes pagination metadata.

Allowed For

• Agents
• Support users with Voice Dashboard Access permission

Parameters

Name	Type	In	Required	Description
groups	array	Query	false	Group IDs to scope the agent list by
page	integer	Query	false	Page number for paginated responses
per_page	integer	Query	false	Records per page for paginated responses

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/dashboard/agent_level_activity.json \
  -v -H "Authorization: Bearer {access_token}"

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/dashboard/agent_level_activity?groups=&page=&per_page="
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/dashboard/agent_level_activity")
		.newBuilder()
		.addQueryParameter("groups", "")
		.addQueryParameter("page", "")
		.addQueryParameter("per_page", "");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://support.zendesk.com/api/v2/channels/voice/dashboard/agent_level_activity',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  params: {
    'groups': '',
    'page': '',
    'per_page': '',
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/dashboard/agent_level_activity?groups=&page=&per_page="
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/dashboard/agent_level_activity")
uri.query = URI.encode_www_form("groups": "", "page": "", "per_page": "")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "agents_activity": {
    "account": {
      "average_hold_time": 0,
      "average_talk_time": 0,
      "average_wrap_up_time": 0,
      "calls_accepted": 0,
      "calls_declined": 0,
      "calls_missed": 0,
      "calls_put_on_hold": 0,
      "third_party_conference_accepted": 0,
      "third_party_conference_started": 0,
      "time_available": 15795,
      "total_away": 0,
      "total_call_length": 0,
      "total_hold_time": 0,
      "total_online": 15795,
      "total_talk_time": 0,
      "total_transfers_only": 0,
      "total_wrap_up_time": 0,
      "transfer_accepted": 0,
      "transfer_started": 0
    },
    "agents": [],
    "from": 1782964800,
    "to": 1782996391
  }
}

504 Gateway Timeout

// Status 504 Gateway Timeout

{
  "agents_activity": {
    "agents": []
  }
}

Get Queue-level Activity

• GET /api/v2/channels/voice/dashboard/queue_level_activity

Returns real-time activity metrics aggregated per queue.

Allowed For

• Agents
• Support users with Voice Dashboard Access permission

Parameters

Name	Type	In	Required	Description
phone_numbers	array	Query	false	Optional list of phone number IDs to filter aggregation by

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/dashboard/queue_level_activity.json \
  -v -H "Authorization: Bearer {access_token}"

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/dashboard/queue_level_activity?phone_numbers="
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/dashboard/queue_level_activity")
		.newBuilder()
		.addQueryParameter("phone_numbers", "");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://support.zendesk.com/api/v2/channels/voice/dashboard/queue_level_activity',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  params: {
    'phone_numbers': '',
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/dashboard/queue_level_activity?phone_numbers="
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/dashboard/queue_level_activity")
uri.query = URI.encode_www_form("phone_numbers": "")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "account": {
    "average_hold_time": 0,
    "average_talk_time": 0,
    "average_wrap_up_time": 0,
    "calls_accepted": 0,
    "calls_declined": 0,
    "calls_missed": 0,
    "calls_put_on_hold": 0,
    "third_party_conference_accepted": 0,
    "third_party_conference_started": 0,
    "time_available": 15795,
    "total_away": 0,
    "total_call_length": 0,
    "total_hold_time": 0,
    "total_online": 15795,
    "total_talk_time": 0,
    "total_transfers_only": 0,
    "total_wrap_up_time": 0,
    "transfer_accepted": 0,
    "transfer_started": 0
  },
  "agents": [],
  "from": 1782964800,
  "to": 1782996391
}

404 Not Found

// Status 404 Not Found

{
  "description": "Not found",
  "error": "RecordNotFound"
}

504 Gateway Timeout

// Status 504 Gateway Timeout

{
  "message": "ElasticSearch is down"
}