Ability to "dig in" to Talk data
I just had a chat with a Zendesk support rep and asked him to if he could check a call ID to find out what happened with a call attempt. He was able to see that the call had been routed to 2 agents who both missed the call and so the caller hung up. I asked the support rep if this is something I had access to view myself, and said "unfortunately not".
It would be great if ZD Admins had access to view this in depth call data! I feel I'll have to bug support agents continuously until then.
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Hey Taylor,
While you don't have access to this type of info from within the Zendesk Talk UI. You could look at doing some reporting on this type of thing. There seems to be a few attributes/metrics available for Zendesk talk where you can report on the Call completion status. If the call completion status comes up as Not Answered, it means it wasn't answered by any of the available agents.
Check out this guide here of the Zendesk Talk metrics/attributes available. You'll see the call completion status attribute in the list and be able to read the full description behind it.
Hope this helps. Let me know how you go. :)
Best,
Amie
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