Reporting on calls with Explore (Talk Professional and Enterprise)

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13 Comments

  • Johann Loibl

    Hey guys, 2 things I noticed.

    1. When you report on IVR destination groups and # of inbound calls, the groups do not allocate callback requests in Insights which makes it a bit hard to report on as you can imagine. Could that be fixed please?

    2. Call wait time abandoned calls metrics as setup by you is a bit skewed because it doesn't take into consideration if customers hang up in the IVR, as it allocates a 0 secs to those calls where it should count the time customers stayed in the IVR before they hung up. Maybe more a philosophical question but just thought I'd point it out.

    Cheers

    Johann

    2
  • Nicole Korp

    Hi Johann,

    Thank you for commenting here! I just wanted to update you that we recently released a fix for the first issue you called out, so you should no longer have difficulty reporting on this.

    For the second point you called out, right now the expected behavior is that calls abandoned prior to the greeting ending will have a zero second wait time. We appreciate your feedback on that logic and understand that having the full time spent on the phone can be useful.

    Best,
    Nicole

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  • Ronnel Grimpula

    Good day!

    I'm looking a way to get the occupancy rate via zendesk using the objects in this post.

    Occupancy rate- is the % from the valid activities over the required work duration.

    Ex: (Total Talk time + Total wrap up + Total on hold + time used for another task/s aside from call) / (Total Talk time + Total wrap up + Total on hold + time used for another task/s aside from call + total avail)

     

    i used:

     -Call Hold Time

    -Call Leg Duration

    -Call Leg Wrap up time

    -Call Leg talk time

    The result are confusing and totally not making sense to me. Probably because i don't know exactly what those objects that are needed to get the correct output.

    Anyone here willing to help please? Thank you very much in advance.

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  • Niels

    Hi, we're on Talk Legacy plan.

    If I view the built-in Insights report for "talk time (mins)" I would only see 10 days of data from early 2018, even after removing the filter for date - showing all dates.

    Is this because of our plan type?

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  • Molly
    Zendesk Customer Success

    Hi Niels!

    Insights support for Talk is only available for Professional Talk plans and up. For Legacy Plans, that's Talk Advanced and up.

    If you do have a plan that includes Talk reporting in Insights, it's possible another filter is preventing the data from showing up. Try selecting all for the other two filters (number and IVR destination group) and see if that helps. If not, please submit a ticket so we can investigate further!

    1
  • Jeff Von Hendy

    Quick question on the Call Agent ID fact: We use our own BI tool so I've created a basic report to deliver all the call legs.  We're trying to map calls to our agents, but it doesn't appear to let us change this fact to display the ZendeskID, it will only show the display name.

     

    Is there something I'm missing? For facts on other channels I can normally select the fact and adjust Display Label from the detail window/tab-thinger

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  • Brett Bowser
    Zendesk Community Team

    Hi Jeff,

    I did some testing on my end and you are correct, the Call Agent will not show the Zendesk ID of that particular agent unfortunately. I wasn't able to find a way to show the ID on my end for this particular attribute.

    The only other alternative I can think of is if there's a ticket associated with each call and the Call Agent is the same as the Ticket Assignee then you can use the Ticket Assignee attribute instead. That attribute will allow for you to show the Zendesk ID instead of the Agents name.

    I realize this may not be the solution you're looking for but I do hope it helps!

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  • Brent Manser

    Can anyone please advise on how to calculate AHT for calls? Ideally I'd like talk, hold and wrap separately

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  • Jeff Von Hendy

    Hey Brent,

     

    I created separate metrics to track each of these at the call leg (agent) level.  I have a scheduled report with these metrics (plus Consultation Time (warm transfers) and Call Time to Answer (ASA)) and the total calls handled by each individual agent which goes into our BI tool and calculates the AHT over time.

     

    Talk Time:

    SELECT SUM(Call Leg Talk Time) BY Call Leg WHERE Call Leg Type = Agent

     

    Hold Time:

    SELECT SUM(Call Hold Time) BY Call Leg WHERE Call Leg Type = Agent

     

    Wrap Time:

    SELECT SUM(Call Leg Wrap Up Time) BY Call Leg WHERE Call Leg Type = Agent

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  • Chad Susa

    Does Leg agent name also include the 'name' of the number of externally transferred calls?

    When I apply a Leg agent name data filter to a dashboard I get all kinds of anomalous numbers appearing in the list - not just Zendesk Agent names.

    The only explanation I can think of is that if calls are transferred externally (a customer of mine does that often) then the number that the call is transferred to is included in this metric as a Leg agent name.

    Otherwise I have no idea 'who' these numbers are if the Leg agent name filter is supposed to show just Zendesk Agents.

    (Sorry about pic size - no idea how to scale it in guide comments)

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  • Brett Bowser
    Zendesk Community Team

    Hey Chad,

    I reached out to one of our Talk experts and it could be transferred calls, overflow calls, or conference calls. It may be possible to filter these numbers out using the inbound call filter.

    Let me know if you have any other questions for me!

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  • Peter Hur

    How do reports know which Agents a Call is associated with?

    For after hours calls, we use overflow to direct calls to a staff member's mobile number. The mobile number is changed weekly, depending on which staff is on call for after hour that week.

    These calls create tickets, which are assigned eventually. Is this how it knows which agent?

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Peter, 

     

    Thanks for reaching out! There is a default call overflow number attribute that will return the phone number to which an overflow call was directed. You can use this attribute to determine which agents these calls are routed to. You can also create a renamed set to replace the phone number values with the actual name of the agent for easy viewing. 

     

    If this isn't quite what you're looking for let us know and we'd be happy to take another look!


    Best, 

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