Data Overview

Zendesk Talk exposes data across three broad areas: call activity (individual calls and call segments), agent performance (real-time and historical metrics per agent), and phone configuration (IVRs, phone numbers, greetings, and routing). Here's a breakdown of what each entity contains.

Entities at a glance

Entity	What it contains
Calls	Full call records — duration, direction, status, assigned agent, ticket ID
Call legs	Granular routing segments within a call, useful for tracing call paths
Agents activities	Per-agent metrics: calls handled, talk time, hold time, availability
Agents overviews	Aggregated view across all agents: status, queue position, availability
Account overviews	Account-wide totals: total calls, missed calls, average wait time
Current queue activities	Live snapshot of your call queues: calls waiting, agents available
Phone numbers	Numbers provisioned in Zendesk Talk with line settings
Addresses	SIP or phone address configs linked to your account
IVRs	IVR system records with enabled/disabled status
IVR menus	Menu items, digit mappings, and prompt settings
IVR routes	Routing logic: what happens after a menu selection
Greetings	Audio greeting records used in IVR or hold flows
Greeting categories	Labels that group greetings for easier management

Calls

Call fields

Field	Description
id	Unique call identifier
created_at	Timestamp when the call started
duration	Total call duration in seconds
direction	Inbound or outbound
status	Call outcome (completed, missed, voicemail, etc.)
agent_id	ID of the assigned agent
ticket_id	Linked Zendesk Support ticket
line_id	Phone number the call came in on
recording_url	Link to call recording if enabled
wait_time	Seconds the caller waited before being answered
hold_time	Total hold time during the call
talk_time	Active talk time in seconds

Call legs

Call leg fields

Field	Description
id	Unique leg identifier
call_id	Parent call this leg belongs to
agent_id	Agent who handled this leg
type	Leg type (agent, external transfer, etc.)
duration	Duration of this segment
started_at	Timestamp when this leg began

Agent activity and performance

Agents activities fields

Field	Description
agent_id	Agent identifier
agent_name	Agent display name
calls_count	Number of calls handled
talk_time	Total talk time
hold_time	Total hold time
avg_talk_time	Average talk time per call
missed_calls	Number of missed calls
availability	Current availability status

Agents overviews fields

Field	Description
online_agents	Count of agents currently online
calls_active	Calls currently in progress
agents_on_call	Agents currently on a call
agents_offline	Agents currently offline

Queue and account metrics

Account overviews fields

Field	Description
total_calls	All calls in the period
missed_calls	Calls that went unanswered
avg_wait_time	Average caller wait time
voicemails	Voicemails received

Current queue activities fields

Field	Description
calls_waiting	Callers currently on hold in queue
agents_online	Online agents available for calls
longest_wait	Longest current wait time in seconds

Common metric combinations

• Calls + Agents activities — Join on agent_id to see how each agent's call volume breaks down by outcome

• Calls + Call legs — Join on call_id to trace routing paths for escalated or transferred calls

• Account overviews + Agents overviews — Combine for a full snapshot of team capacity vs. demand

• Agents activities across multiple time periods — Use Append to stack weekly exports for trend analysis

Use cases by role

Support managers

• Track missed call rates by agent and by time period to identify staffing gaps

• Compare talk_time vs. hold_time ratios to spot agents who put customers on hold excessively

• Export Calls with ticket IDs and join to Zendesk Support ticket data to measure call-to-resolution rates

Operations

Analysts

Platform-specific notes

• The start_date parameter only applies to Calls and Call legs — all other entities return their full current dataset

• Zendesk Talk does not expose voicemail transcripts or recording audio through the API — only the recording_url is available

• Current queue activities and Agents overviews reflect real-time state at the moment of the data flow run, not historical snapshots

• agent_id in Talk data maps to the same agent IDs used in Zendesk Support, making cross-source joins straightforward