Understanding the calls dataset in Insights Follow

The calls dataset in Insights can be challenging. Seeing attributes like Call Leg Type and facts like Call Talk Time and Call Leg Talk Time might confuse those who are not familiar with them. This article will define the elements in the calls dataset and clarify how call data is recorded. 

This article contains the following sections:

Understanding the order of call events

To start off, you’ll need to understand the way the different parts of a call are tracked. Each person that engages in a call have their own interactions with the system and are considered a different leg by the system. In most answered calls there will be two legs,  an agent leg and a customer leg. However if the call is transferred it might include two agent legs and a customer leg.

 All legs have their own data associated with them. This difference between Call Leg data and overall Call data have big implications in metric creation. For instance, if you try to find the duration of a call you wouldn’t want to sum up all of the Call Leg durations or you’ll get a value that is actually several times the length of the call.

Below is the order of events from an incoming call. Understanding the order of these events will allow you to properly define each of objects used within Insights. 

  1. Customer enters in support number
  2. Call rings
  3. Connection is made and customer hears the Welcome message
  4. Customer navigates the IVR to get routed to the location they would like
  5. Customer waits for an available agent
  6. The system finds an available agent. This starts the Agent Call Leg where the call is ringing in the agent’s browser.
    • (Optional) If agent misses the call or declines it, that Agent Call Leg ends and the customer goes back to step 5.
  7. Agent accepts the call and talk time begins
    • (Optional) Agent puts the customer on hold
    • (Optional) Agent connects to another agent in a “consultation”
      • The second agent’s leg starts here
      • If the call is transferred, first agent goes to step eight. Customer is sent back to step seven.
    • (Optional) Agent transfers call to another group. Customer is sent back to step five.
  8. Hang up / disconnection. Agent wrap-up time starts.
  9. Agent wrap-up time completes.

Call facts and attributes

This section lists and defines the available call and call leg facts and attributes. For more information on Talk objects, see Insights object reference.

Call facts

The table below defines the available call facts. It does not include information on facts for call legs (see Call leg facts). 

Table 1. Call facts
Call fact Definition
Call Wait Time Number of seconds a customer waited to talk to an agent after being routed to where they want. In the order of events above, this time counts from step five up to the start of step seven.
Call Time to Answer Number of seconds between the customer first connecting to the system and the first conference with an agent. This occurs in step three to seven. Repetition, such as waiting after a transfer occurs, is not included.
IVR Time Spent Time in seconds that was spent in IVR. This occurs in step four.
Call Consultation Time Total consultation time in seconds for a call. Sums the value over any number of agent-to-agent consultations. This occurs in the second part of step seven.
IVR Hops The number of steps taken through the IVR menu.
Call Minutes Billed Number of minutes that the call was billed for.
Call Hold Time Total number of seconds a call was put on hold from the customer’s perspective
Call Charge Charge associated with each call. For more information, see Zendesk Talk pricing.
Call Talk Time Time spent talking from the customer’s perspective or the time spent in a conference with an agent. If the call was transferred this will include all agent conferences with the customer. This is recorded from the start of step seven above and ends with step eight, minus any hold times.

Call attributes

The table below defines the available call attributes. It does not include information on attributes for call legs (see Call leg attributes).

Table 2. Call attributes
Call attribute Definition
Call Call ID
Call Completion Status Completion status of the call. Shows whether a call was completed by an agent or to voicemail versus whether abandoned before that could happen.
Call Direction Inbound or outbound.
Call Exceeded Queue Wait Time Indicates if the customer exceeded the set time limit waiting for the agent in the queue.
Call Outside Business Hours Indicates if call was outside of business hours (true/false). Business hours may vary depending on what schedule(s) have been set. More information on setting up schedules, see Setting your business hours and holidays.
Call Phone Number The Zendesk phone number the call came in through
IVR Destination Group Destination group for calls coming out of IVR
Records of Calls Indicates whether records of calls exist. This fact acts a placeholder to allow other call values to relate to each other in Insights.
Voicemail Indicates whether the call ended in voicemail.
Voicemail Requested Indicates if the caller requested to be put through to voicemail.

Call leg facts

The table below defines the available call leg facts.

Table 3. Call leg facts
Call leg fact Definition
Call Leg Duration The duration of the Call from beginning to end of that call leg. For customer call legs the duration is from step three through eight. For agent call legs the duration is from step six through nine.
Call Leg Wrap-Up Time Total wrap-up time in seconds associated with the agent’s call leg. Customer legs will default to 0 seconds.
Call Agent ID The user ID for the user associated with the call leg
Call Leg Talk Time Time spent talking, specific to call legs. Starts at step seven above and ends with step eight, minus any hold times for either agent call legs or customer call legs.

Call leg attributes

The table below defines the available call leg attributes.

Table 4. Call leg attributes
Call leg attribute Definition
Call Agent Agent name associated with a specified call leg. If looking at an entire call, this attribute will include all agents that had legs associated with the call.
Call Leg Call Leg ID.
Call Leg Available Via Agent answering via browser or phone
Call Leg Consultation From Indicates the agent ID who initiated a consultation with another agent. The value is applied to the first agent’s call leg.
Call Leg Completion Status Displays whether an agent declined an incoming call, if an agent missed the prompt to accept the incoming call, or if the agent accepted it.
Call Leg Forwarded To The number a call was routed to if a call leg is associated with call forwarding.
Call Leg Number The order the call leg began in reference to the overall call. Customer legs come first, so each call with a value of one. Each additional agent leg that occurs on the call increments this value by one.
Call Leg Transferred From Indicates the agent ID a transfer came from.
Call Leg Transferred To Indicates the agent ID a transfer was sent to.
Call Leg Type The type of call leg, either agent or customer.
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