One metric that is frequently used in support centers is "Live Answer Rate" - IE - the number of calls answered live vs calls going to voicemail. In practice, we've discovered that this number isn't as intuitive as you might think. This is because, in part, voicemails and Outbound calls count as 'completed calls.'
This article reviews how you can generate your very own custom metric that shows Live Answer Rate as a KPI.
What you'll need
Skill level: Advanced
Time required: 15 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- A subscription to Zendesk Talk
Creating the query
Step 1: From the talk dataset, create a custom metric that looks at the number of completed inbound calls that weren't voicemails. This will serve as the numerator or 'top number' in your calculation. Give your metric a name ("YourCustomMetric"). It should look like this:
IF ([Call direction]="Inbound" AND [Call type]="Regular") THEN
Step 2: Add this newly created metric and the "Completed Inbound Calls" metric to your query.that looks at the total number of completed inbound calls regardless of whether they were answered or not. For reference, this is the code:
IF ([Call completion status] = "Completed" AND [Call direction] = "Inbound") THEN
Step 3: Make sure both of these are set to D_Count. The end-result should look like this:
Step 4: From the right menu, click Result Manipulation > Result metric calculation
Step 5: Give the new Metric a name such as "Live Answer Rate" and enter the following:
D_Count(YourCustomMetric)/D_COUNT(Completed Inbound Calls)
Step 6: Click Chart Configuration > Display Format > Set the display format for your created Metric Calculation to %
Step 7: Click Chart Configuration > Columns and make the columns that don't contain the Metric Calculation invisible by clicking the Eye Symbol next to the relating Column:
Step 9: Change the chart type to KPI to visualize this metric for use on a Dashboard.
Step 10: You can add more filters now for dates or other specific information.
You can find more information on Metric Calculations here: Using result metric calculations
And you can find more information on hiding metrics here: Can I hide the metrics column in an Explore query table?
Congratulations! Now you know your Live Answer Rate!
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