# 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

{% tabs %}
{% tab title="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
  {% endtab %}

{% tab title="Operations" %}

* Monitor **Current queue activities** in a live dashboard (Google Sheets or Looker Studio) to flag when queues back up
* Analyze IVR routes and menus to identify dead ends or underused routing paths
* Use **Account overviews** to report on overall phone channel volume for capacity planning
  {% endtab %}

{% tab title="Analysts" %}

* Aggregate call data by week or month using the **Aggregate** transformation to surface volume trends
* Join **Call legs** to **Calls** to calculate how often calls are transferred and to whom
* Feed call summaries into ChatGPT or Claude to auto-generate performance narratives
  {% endtab %}
  {% endtabs %}

## 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