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[Zendesk] Provide a way to identify non-answered calls

User is trying to find a reliable method to identify non-answered calls from Zendesk API data, as current methods are not yielding accurate results.

Original Source

@u/rishG88 | 1 pts | 2/13/2026

Hi everyone, I’m loading call data from Zendesk APIs into a SQL database and trying to define a reliable way to identify non-answered calls. Some investigations lead to rules on what can be classified as "Answered" → agent_id IS NOT NULL AND talk_time > 0 I just assumed that "Non-answered" would be the inverse of the above, but that's not the case. In the front end reports (in Analytics), the logic on the front end suggests that the non-answered indicator metrics are set to true when the "call completion status" is "not answered", however when call data is imported to the database these all have a status of "completed" - there is no status of "not answered" I've tried variations of filters on agent_id, talk time, recording time, but none seem to be matching the 100% I cannot seem to find the actual logic online. Does anyone have the actual definition of a non-answered call and how to go about classifying it? Thanks

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