Incremental Exports

You can use the Incremental Exports API to export a complete list of information on inbound and outbound calls from your Zendesk Talk instance, then periodically (incrementally) fetch items that have been created or updated since the previous fetch.

See the Support API Incremental Export documentation for general information on Zendesk incremental APIs, including detailed usage notes and examples.

Request Parameters

The incremental export endpoints take a required start_time parameter expressed as a Unix epoch time. Example:

GET /api/v2/channels/voice/stats/incremental/calls?start_time=1547635159

Pagination and Polling

For both pagination (during the initial export) and polling (periodic requests for new data), use the next_page URL.

The next_page URL contains start_time parameter that matches the end_time of the previous response, but it is recommended that this URL be treated as an opaque string. This is similar to the Incremental Export API in Zendesk Support, which also uses start_time and end_time.

Unlike other endpoints that return null as the value of next_page when reaching the last page of the result set, these endpoints return the URL that should be used for the next export. You should use the count property to determine whether more items are available immediately.

Rate limits

You can make up to 10 requests per minute to these endpoints.

The rate limiting mechanism behaves identically to the one described in Rate Limits in the Support API introduction. We recommend using the Retry-After header value as described in Catching errors caused by rate limiting.

If you find yourself bumping into the rate limit when testing the API, see Incremental Sample Export below to test the API without getting throttled continuously.

JSON format

Incremental Exports are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
count	integer	true	false	The number of results returned for the current request
end_time	integer	true	false	The most recent time present in this result set in Unix epoch time. This is used as the `start_time` in the `next_page` URL
next_page	string	true	false	The URL that should be called to get the next set of results

Incremental Calls Export

GET /api/v2/channels/voice/stats/incremental/calls?start_time={start_time}

Allowed For

Admins
Agents with Can manage channels permission

Fields

The exported items are represented as JSON objects with the following properties.

Name	Type	Description
agent_id	integer	The id of the first agent who picked up the call
call_charge	string	Total charge for the call. String representation of a decimal number with six decimal places. Example: "1.230000". Null if no charge was received from Twilio
call_group_id	integer	The id number of the group the call was last placed in before completion.
call_recording_consent	string	Call recording consent value configured for the phone number. Allowed values are "always", "opt_in", "opt_out" or "never"
call_recording_consent_action	string	Call recording consent option selected by the caller. Allowed values are "caller_opted_in", "caller_opted_out" or "null"
call_recording_consent_keypress	string	Keypress the caller chose to give their call recording consent option. Allowed values are "3" or "null"
callback	boolean	True if the call was initiated by a callback request from the customer
callback_source	string	The source of the callback request. Allowed values are "null", "queue" or "web_widget"
completion_status	string	Status of the call. Allowed values are "completed", "abandoned_in_queue", "abandoned_in_ivr", "abandoned_in_voicemail", "abandoned_on_hold", "pending_voicemail", or "failed"
consultation_time	integer	Sum of how long in seconds agents consulted with each other while the customer was on hold
created_at	date	When the call object was created
customer_requested_voicemail	boolean	The customer requested to be directed to voicemail instead of waiting for an agent to answer
default_group	boolean	The call was answered by an agent who is a member of the call's default group, if group routing is used
direction	string	Inbound or outbound. The agent or customer who initialized the call
duration	integer	Call duration in seconds
exceeded_queue_time	boolean	The customer exceeded the maximum queue wait time and did not speak with an agent
hold_time	integer	Sum of how long in seconds the customer was placed on hold by an agent(s)
id	integer	Call id
ivr_action	string	Menu action that was used by the caller in the IVR menu selection. Possible values: "null" (if IVR is not used), "menu", "voicemail", "group", "phone_number", "textback", "invalid" (returned for an invalid keypress)
ivr_destination_group_name	string	Name of the group that received the call through IVR routing. null if IVR is disabled
ivr_hops	integer	How many menu options the customer went through in IVR before talking to an agent. null if IVR is disabled
ivr_routed_to	string	Phone number where call was routed to by IVR. Example: "+1311123456789". null if IVR is disabled
ivr_time_spent	integer	How long in seconds the customer spent in IVR. Null if IVR is disabled
minutes_billed	integer	Minutes billed
not_recording_time	integer	How long in seconds spent not recording on the call.
outside_business_hours	boolean	The call was received outside business hours
overflowed	boolean	True if the call overflowed
overflowed_to	string	The phone number that the call overflowed to. null if overflowed is false
phone_number	string	Talk phone associated with the call. If this a digital line, the digital line nickname. Example: "+1311123456789"
phone_number_id	integer	Talk phone number id
quality_issues	array	A summary of the call's quality issues related to the call provided to Zendesk from Twilio. Until the information is made available by Twilio, the array contains "information_not_available". If there are no issues, the array contains "none". Other possible values: one or more of "silence", "high_jitter", "high_packet_loss", "high_pdd", "high_latency"
recording_control_interactions	integer	The amount of times agents have paused or resumed a recording on the call.
recording_time	integer	How long in seconds spent recording on the call
talk_time	integer	Sum of how long in seconds the customer was in conference with an agent(s). If a call is not accepted by an agent this will be 0
ticket_id	integer	The id of the ticket related to the call
time_to_answer	integer	How long in seconds the customer waited for an agent to answer after hearing the Available agents greeting
updated_at	date	When the call object was last created
voicemail	boolean	If true, the call was a voicemail
wait_time	integer	How long in seconds the customer was in the call before an agent answered
wrap_up_time	integer	Sum of how long in seconds the agent(s) spent in wrap up
call_channel	string	Channel the call came in. Allowed values are "phone", "mobile-sdk", "web-widget", "messaging-widget", or "messaging-mobile-sdk"
line_type	string	Type of line the call originated from. Allowed values are "phone" or "digital"
post_call_transcription_created	boolean	If true, the post call transcription has been created
post_call_summary_created	boolean	If true, the post call summary has been created

Parameters

Name	Type	In	Required	Description
start_time	integer	Query	true	The time of the oldest Talk call you're interested in. The call can be inbound or outbound. Returns Talk calls modified on or since this time.

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/stats/incremental/calls.json?start_time=1547635159  -v -u {email_address}/token:{api_token}

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://support.zendesk.com/api/v2/channels/voice/stats/incremental/calls?start_time=1547635159"	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/stats/incremental/calls")		.newBuilder()		.addQueryParameter("start_time", "1547635159");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/stats/incremental/calls',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },  params: {    'start_time': '1547635159',  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://support.zendesk.com/api/v2/channels/voice/stats/incremental/calls?start_time=1547635159"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = 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/stats/incremental/calls")uri.query = URI.encode_www_form("start_time": "1547635159")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
{  "calls": [    {      "agent_id": 10011,      "call_charge": "0.025",      "call_recording_consent": "opt_in",      "call_recording_consent_action": "caller_opted_in",      "call_recording_consent_keypress": "3",      "callback": false,      "callback_source": null,      "completion_status": "completed",      "consultation_time": 0,      "created_at": "2019-01-16T10:36:56Z",      "customer_id": 10032,      "customer_requested_voicemail": false,      "default_group": false,      "direction": "inbound",      "duration": 76,      "exceeded_queue_wait_time": false,      "hold_time": 0,      "id": 10217,      "ivr_action": null,      "ivr_destination_group_name": null,      "ivr_hops": null,      "ivr_routed_to": null,      "ivr_time_spent": null,      "line": "+13308828232",      "line_id": 10062,      "line_type": "phone",      "minutes_billed": 2,      "not_recording_time": 5,      "outside_business_hours": false,      "overflowed": false,      "overflowed_to": null,      "phone_number": "+13308828232",      "phone_number_id": 10062,      "post_call_summary_created": true,      "post_call_transcription_created": true,      "quality_issues": [        "high_pdd",        "high_jitter"      ],      "recording_control_interactions": 5,      "recording_time": 25,      "talk_time": 15,      "ticket_id": 5,      "time_to_answer": 60,      "updated_at": "2019-01-16T10:39:19Z",      "voicemail": false,      "wait_time": 35,      "wrap_up_time": 0    }  ],  "count": 1,  "end_time": 1547635159,  "next_page": "https://subdomain.zendesk.com/api/v2/channels/voice/stats/incremental/calls.json?start_time=1547635159"}

Incremental Call Legs Export

GET /api/v2/channels/voice/stats/incremental/legs?start_time={start_time}

A call leg is a logical connection between two voice gateways or between a gateway and an IP telephony device.

Allowed For

Admins
Agents with Can manage channels permission

Fields

Legs are a subsection of calls and return information specific to each agent that interacted with the call, or any action the system took on the call.

Name	Type	Description
agent_id	integer	Id of the agent associated with this part of the call. When `agent_id` is positive, then user_id must be 0 and the type is "agent_leg"
available_via	string	Ways the agent is available for incoming calls. It can be null on customer leg. Allowed values are "browser" or "phone"
call_charge	string	Call charge on the leg. String representation of a decimal number with six decimal places. Example: "1.230000"
call_id	integer	Call id
completion_status	string	Completion status of the leg. Allowed values are "agent_declined", "agent_missed", "agent_transfer_declined", "customer_hang_up" or "completed"
conference_from	integer	id of agent who initiated the third-party conference
conference_time	integer	Time that agent spent in third-party conference (if call has multiple conferences we will sum the conference time)
conference_to	integer	id of user or agent who joined the third-party conference
consultation_from	integer	id of the agent who requested the consultation
consultation_time	integer	How long the agent consulted with another agent while the customer was on hold. null if there was no consultation
consultation_to	integer	The id of the agent who received and accepted the consultation request. null if there was no transfer
created_at	date	When the leg object was created
duration	integer	How long in seconds the leg existed
forwarded_to	string	Phone number the call was forwarded to. Example: "+1311123456789". It can be null on customer leg
hold_time	integer	How long in seconds the leg existed
id	integer	Leg id
minutes_billed	integer	Minutes billed
quality_issues	array	A summary of the call's quality issues related to the call provided to Zendesk from Twilio. Until the information is made available by Twilio, the array contains "information_not_available". If there are no issues, the array contains "none". Other possible values: one or more of "silence", "high_jitter", "high_packet_loss", "high_pdd", "high_latency"
talk_time	integer	How long in seconds the agent was in conference with the customer for this leg
transferred_from	integer	The id of the agent who initialized the transfer. This value must be 0 on the first agent's leg. null if there was no transfer
transferred_to	integer	The id of the agent who received and accepted the transfer request
type	string	The type of the leg. Allowed values are "customer", "agent", "external" or "supervisor"
updated_at	date	When the leg object was last updated
user_id	integer	Id of the customer or user associated with this part of the call. When user_id is positive then agent_id must be 0 and the type is `customer_leg`
wrap_up_time	integer	How long in seconds the leg was in wrap up. It can be null on customer leg

Parameters

Name	Type	In	Required	Description
start_time	integer	Query	true	The time of the oldest Talk call you're interested in. The call can be inbound or outbound. Returns Talk calls modified on or since this time.

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/stats/incremental/legs.json?start_time=1547635159  -v -u {email_address}/token:{api_token}

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://support.zendesk.com/api/v2/channels/voice/stats/incremental/legs?start_time=1547635159"	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/stats/incremental/legs")		.newBuilder()		.addQueryParameter("start_time", "1547635159");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/stats/incremental/legs',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },  params: {    'start_time': '1547635159',  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://support.zendesk.com/api/v2/channels/voice/stats/incremental/legs?start_time=1547635159"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = 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/stats/incremental/legs")uri.query = URI.encode_www_form("start_time": "1547635159")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
{  "count": 2,  "end_time": 1547635159,  "legs": [    {      "agent_id": 0,      "available_via": null,      "call_charge": "0.019",      "call_id": 10217,      "completion_status": "completed",      "conference_from": null,      "conference_time": null,      "conference_to": null,      "consultation_from": null,      "consultation_time": null,      "consultation_to": null,      "created_at": "2019-01-16T10:36:56Z",      "duration": 76,      "forwarded_to": null,      "hold_time": 0,      "id": 10402,      "minutes_billed": 2,      "quality_issues": [        "high_pdd"      ],      "talk_time": 15,      "transferred_from": null,      "transferred_to": null,      "type": "customer",      "updated_at": "2019-01-16T10:39:19Z",      "user_id": 10032,      "wrap_up_time": null    },    {      "agent_id": 10011,      "available_via": "browser",      "call_charge": "0.003",      "call_id": 10217,      "completion_status": "completed",      "conference_from": null,      "conference_time": null,      "conference_to": null,      "consultation_from": null,      "consultation_time": null,      "consultation_to": null,      "created_at": "2019-01-16T10:37:30Z",      "duration": 109,      "forwarded_to": null,      "hold_time": 0,      "id": 10407,      "minutes_billed": 2,      "quality_issues": [        "none"      ],      "talk_time": 14,      "transferred_from": null,      "transferred_to": null,      "type": "agent",      "updated_at": "2019-01-16T10:39:19Z",      "user_id": 0,      "wrap_up_time": 0    }  ],  "next_page": "https://subdomain.zendesk.com/api/v2/channels/voice/stats/incremental/legs.json?start_time=1547635159"}

Voice APIs

Talk Partner Edition API

Incremental Exports

Request Parameters

Rate limits

JSON format

Incremental Calls Export

Allowed For

Fields

Parameters

Code Samples

Example response(s)

Incremental Call Legs Export

Allowed For

Fields

Parameters

Code Samples

Example response(s)