Understanding the calls dataset in Insights

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  • 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.



  • 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.


  • 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.

  • 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?

  • Molly VS

    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!


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