What do the statuses of Zendesk Talk mean?

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9 Comments

  • Jesper
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    What completion status does a callback request get? Abandoned in Queue?

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  • Brett - Community Manager
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    Hi Jesper,

    That would depend on if the agent picked up the call or not. If the call has been answered then it would be counted as a Completed. If the call hasn't been answered it would be considered a Missed Call since the callback has expired.

    Let me know if you have any other questions!

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  • ZD customer
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    Hi! Where can we find the call leg status in order to see which agent missed the call? Or to see what calls an agent missed?

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  • Brett - Community Manager
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    Hi there,

    If you want to track what agent missed the call you'll want to look into one of our reporting options I've listed below:

    For Explore you can use the Missed call legs as mentioned in the following article: Metrics and attributes for Zendesk Talk

    Insights will have the Missed Calls metric you can use. See Insights metrics reference (Professional and Enterprise)

    Hope this points you in the right direction!

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  • Justin
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    Where can I find the definition and any examples of "completed inbound calls"? When I pull a report I see that completed inbound calls can include voicemails. I am trying to find a way to measure "answered calls" -- would the below be an accurate metric?

     

    Answered Calls = (completed inbound calls) - (voicemails)

     

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  • Brett - Community Manager
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    Hey Justin,

    I reached out to one of our Talk experts and they informed me that you can use Answered Call with Agent Talk Time greater than 0 to get the results you're looking for. Screenshot below:

    You may also be able to filter the voicemails out of your reporting using the Ticket via attribute.

    Hope this helps!

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  • Lars
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    Where can I find the "History tab" to check the Call statuses? 


    And if we would like to solve for example all "abandoned in IVR" at once, is this possible? And how can we do that?

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  • Devan
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    Hello Lars,

    You should be able to find your history tab in under the Admin settings. I've included some instructions on how to access this below. 

    To open the History tab

    1. Click the Admin icon ()in the sidebar, then select Channels > Talk.
    2. Select the History tab.

    As for being able to Bulk solve, I've included an article that goes into detail on how to go about accomplishing this.

    Managing tickets in bulk

    Best regards.

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  • Zehra Aksoy
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    Hello,

    To filter the completed calls with  call record bigger than 0 min. condition will work but i would prefer it to be auto filtered in the history and explore data.

    To gain a healthy insight , completed call data values should be filtered for this case both in history and explore talk.

    Thx,

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