Zendesk Talk Call Statuses

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4 Comments

  • Jesper

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

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  • Brett - Community Manager

    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

    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

    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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