Understanding the calls dataset in Insights (Talk Professional and Enterprise)

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  • Johann Loibl
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    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.



  • Nicole Korp
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    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.


  • Ronnel Grimpula
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    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.

  • Niels
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    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?

  • Molly
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    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!

  • Jeff Von Hendy
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    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

  • Brett - Community Manager
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    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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