Analyzing call data with Insights (Talk Advanced) Follow

advanced plan

Filter and drill into historical call data to measure operational efficiency and identify areas for improvement with custom reports in Insights.
Note: If you upgraded to Talk Advanced from another Talk plan, keep in mind that data will be available only from the date your purchased Talk Advanced and forward.

Using pre-built reports

You can view the following pre-built Zendesk Talk reports in the Talk tab of your Insights dashboard:
  • Daily call volume (inbound vs. outbound)

  • Wait times

  • Talk time

  • Time spent in IVR

  • Inbound calls with percent change

  • Voicemails with percent change

  • Abandoned calls

  • Hourly call distribution (past 7 days)

  • Outbound calls with percent change

  • Abandoned calls with percent change

  • Agent calls accepted

  • Agent calls missed

  • Agent calls declined

  • Agent call statistics table

  • Account average talk time per call

  • Account average hold time per call

  • Account average wrap-up time per call

Creating reports

You can also build your own custom reports with Zendesk Talk data.
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