Analyzing call data with Insights (Talk Professional and Enterprise) Follow

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7 comments

  • Avatar
    Justin Smith

    Is it possible to pull the phone number friendly names into Insights so we're not filtering by 20 random phone numbers without names?

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    Caroline Kello

    Hey Justin,

    This is data that we're currently not pushing so unfortunately it's not a non-trivial update for us to make to surface this within Insights. However it is an update that we want to make, for the exact reasons you're mentioning, but I'm unable to provide a timeline for it at the moment. 

    Thanks for the feedback, seems like we're on the same page at least! 

  • Avatar
    Dylan McAlpine

    Hi there,

    I would love some advice on how I could go about reporting on average hold time, but only on calls where hold is used at least once(similar to the talk dashboard)?

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    Jessie Schutz

    Hey Dylan! I'm looking into whether this is a data point that exists in Insights. Sit tight!

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    Dipesh Dave

    Hey Dylan,

    Currently we don't store the data on how many times the hold button was used. Instead we base the data off of the total time a customer is placed on hold.

    Perhaps as a workaround in this case, we could look into the average hold time, but for calls that were on hold for atleast 10 seconds, 15 seconds, etc...

    Let me know if this would work for you!

  • Avatar
    Dylan McAlpine

    Hi guys,

    Thanks for the response!

    I believe that the average hold time for calls that have been put on hold for a certain duration would be suitable.

    What would the recipe for a metric like that look like??

  • Avatar
    Dipesh Dave

    Hey Dylan,

    My apologies for the miscommunication here. I tried recreating the report within my own test account and found out that the only metric available to report on actual Call Time are shown here:

    You can see that unfortunately we don't store a good amount of data points related specifically to Zendesk Talk. The only metrics and dashboards for talk that you have available to you are within the Talk Reporting Dashboard and a few metrics within Insights.

    I found out that our goal moving forward is to have these data sets and data sources available on Zendesk Explore which will be our in house analytics program. Zendesk Explore will be able to provide data sets on many products that we are currently unable to report on such as Zendesk Talk, Zendesk Chat & Zendesk Guide.

    My apologies for the miscommunication here.

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