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israel oluyomi
New Member
January 26, 2026
Question

api data different from ui data

  • January 26, 2026
  • 2 replies
  • 31 views

We’ve identified that inbound calls routed via call queues do not register on the call board, while outbound calls via call queues reflect immediately. Calls associated directly with employee-assigned numbers also record as expected. Please see the investigation notes below:

 

• Call (Outbound) from DD (assigned number) – Reports data to call board

• Call (Outbound) from Call Queue number – Reports data to call board

• Call (Inbound) answered on DD (assigned number) – Reports data to call board

• Call (Inbound) answered on Call Queue number – Does not report data

 

When reviewing the Zoom Portal using User Performance Reports (Analytics & Reports → Zoom Phone) and Wallboard Management (Account Management, source: User Performance Report), data is present for all of the above scenarios.

 

Please could you advise on the next steps or potential cause

    2 replies

    Vinnie
    Community Champion | Customer
    Vinnie
    Community Champion | Customer
    January 26, 2026

    Hello ​@israel oluyomi 

    This seems like a question better suited to the Developers’ Blog than here, however, I have a question: What is the API you are using to pull the Call Logs that are not showing the information you are looking for?
     

    The all APIs to get Call Logs and Call History will go away and there are new Call Logs APIs (most probably you know this already):

    https://developers.zoom.us/changelog/phone/november-10-2025/

     

    I assume this is the API you are using?

    https://developers.zoom.us/docs/api/phone/#tag/call-logs/get/phone/call_history/{callHistoryUuid}

    I
    New Member
    israel oluyomiAuthor
    New Member
    January 27, 2026

    Thank you for your response and for pointing me to the Developers' Blog.

    Yes, I'm aware of the upcoming deprecation of the old Call Logs APIs and have been using the new Call Logs API. Specifically, I'm using:

    Primary endpoint:

    • GET /phone/call_logs - to retrieve call logs for the account

    Issue I'm facing: The challenge is with inbound calls that are routed through Call Queues. When I retrieve call logs for these calls, the direction field shows as "inbound" but there's no clear way to identify:

    1. Which Call Queue the call was originally routed through
    2. The initial queue the caller entered before being connected to an agent

    For direct calls, the data is straightforward. However, for queue-routed calls, I need to attribute the call statistics to the specific Call Queue for accurate analytics and reporting in my dashboard.

    What I've tried:

    • Examining the call log response fields for queue identifiers
    • Looking at related API endpoints for Call Queue data
    • Checking if there's a way to correlate queue activity with individual call logs

    My question: Is there a field in the new Call Logs API (or a related endpoint) that would help me identify which Call Queue handled an inbound call? Or would I need to use a combination of APIs to achieve this?

    I appreciate any guidance you can provide!

    Best regards,

    mrjohn-23
    New Member
    mrjohn-23
    New Member
    January 27, 2026

    Thank you for sharing the detailed investigation notes.

    Based on the scenarios provided, it appears that inbound calls answered via call queue numbers are not populating on the call board, while outbound calls and inbound calls handled through employee-assigned direct numbers are reporting as expected. Since the User Performance Reports and Wallboard Management (sourced from User Performance Reports) show complete data for all call scenarios, this suggests the issue may be specific to how inbound call queue data is processed or surfaced within the call board.

    At this stage, potential areas to review include:

    • Call board configuration and data source mappings for inbound call queue activity

    • Any known limitations or delays specific to inbound call queues on the call board

    • Whether inbound call queue metrics require additional permissions, filters, or settings to display correctly

    Could you please advise on the recommended next steps for troubleshooting this behavior, or confirm if this is a known limitation or expected behavior of the call board? If logs or additional diagnostics are required from our side, we are happy to provide them.

    Thank you for your assistance.

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