Why does the Zendesk Talk dashboard Total calls figure not match Calls accepted by agents?
The Talk dashboard includes inbound calls, calls abandoned in queue, voicemails, calls outside business hours and total calls accepted. However it does not include attributes for calls abandoned in IVR, calls abandoned in queue, calls abandoned in voicemail, agent declined calls, agent missed calls or calls abandoned on-hold.
These attributes sum to equal the Total calls however not all are displayed in the Talk Reporting Overview. To report on these figures you need to use Explore. See Metrics and attributes for Zendesk Talk for more information.