Analyzing your Talk activity (Talk Professional and Enterprise)

Zendesk Explore features a pre-built dashboard to help you monitor your call center activity. The Talk dashboard can help you identify your call volumes, wait times, agent effectiveness and more.

You can edit and customize the Talk dashboard by cloning it (see Duplicating pre-built dashboards).

Tip: If you need something more complex, you can write your own reports using a wide range of metrics and attributes. For details, see Getting started creating queries.

The information on the dashboard updates on the following schedule:

• Explore Lite: Each day at midnight in the timezone of the account.
• Explore Professional: Once every hour. The update time is randomized within the hour.

In the following topics, you'll learn how to access the Talk dashboard and see the available reports:

• Accessing the Talk dashboard
• Understanding the Talk dashboard reports

Accessing the Talk dashboard

Use the following procedure to access the Talk dashboard.

To access the Talk dashboard

1. In Zendesk Support, open the product tray.
2. Click the Explore icon () .
3. From the list of dashboards, click the Zendesk Talk dashboard.

Understanding the Talk dashboard reports

This dashboard contains the following tabs. Click a section to find out more information:

Note: If you upgraded to Talk Professional or Enterprise from another Talk plan, keep in mind that data will be available only from the date your purchased the upgraded plan.

• Understanding the Talk dashboard reports
• Efficiency tab
• Agent activity tab

Calls tab

The Calls tab shows information about Talk calls that your agents made and received. You can filter reports by date, Talk number, IVR group, and the end-user's organization.

Calls tab headline metrics

This tab displays the following headline metrics (KPIs):

• Inbound calls: The total number of inbound calls to Talk.
• Abandoned inbound calls: The number of calls where the caller hung-up before the phone call was answered by an agent, or voicemail.
• Inbound completion rate: The percentage of calls with a status of complete.
• Voicemails: The number of voicemails that were received.
• Outbound calls: The number of outbound calls made by agents.

Calls tab reports

This tab displays the following reports:

• Inbound calls by hour: The average number of calls received each hour over the date range you choose.

  

• Average inbound calls by day of week: The average number of calls received each weekday.

  

• Calls by date: The number of completed, abandoned, outbound calls and voicemail messages over the date range you choose.

  

• Calls by Talk number (top 10): The top ten most active Talk numbers showing the percentage of activity for each number.

  

• Abandoned calls by stage: The percentage of abandoned calls by stage (IVR, Queue, Voicemail, On-hold).

  

• Calls by Talk number and date (top 10): The number of calls received by each Talk number over the date range you specify.

  

• Abandoned calls by stage and date: The number of abandoned calls and the call stage where they were abandoned over the date range you choose,

  

• Calls by month/year: The number of calls over the previous year. You can choose multiple years and overlay the data for each one.

  

Efficiency tab

The Efficiency tab shows information about your agents efficiency with Talk calls. You can filter reports by date, Talk number, IVR destination group, and the end-user's organization.

Efficiency tab headline metrics

This tab displays the following headline metrics (KPIs):

• Call duration average: The average duration of each call.
• Talk time average: The average time the caller and the agent were talking during the call.
• Answer time average: The average time between Talk answering the call, and the caller being connected with an agent.
• Queue wait time average: The average time end-users spent in a queue before their call was answered. This time does not include any recorded greeting messages that were played.
• On-hold time average: The average time end-users spent on-hold during a call.

Efficiency tab reports

This tab displays the following reports:

• Inbound call leg routing to agents: The percentage of inbound call legs that were accepted, declined, or missed over a date range you specify.

  

• Talk tickets by agent replies brackets: A list of the percentage of Talk tickets opened following an agent reply. For example, in the screenshot below, 8% of Talk tickets were opened after 2 agent replies.

  

• Inbound call routing to agents by date: A stacked chart showing the number of inbound call legs that were accepted, declined, or missed over a date range you choose.

  

• Inbound call end-user journey by date (no voicemails): Information about incoming calls including average answer time, average talk time, and average on-hold time. The results from this chart do not include any time spent leaving a voicemail.

  

• Voicemail end-user journey by date: Information about average call wait times and average voicemail durations.

  

Agent activity tab

The Agent activity tab shows information about your agents statistics when making Talk calls. You can filter reports by date, Talk number, IVR destination group, and the end-user's organization.

Agent activity tab headline metrics

This tab displays the following headline metrics (KPIs):

• Calls: A count of calls made and received.
• Talk time average: The average time that agents spent actively talking to end-users. This number does not include, for example, time spent on-hold.
• On-hold time average: The average amount of time in seconds that callers were on-hold.
• Wrap-up time average: The average time agents spent in wrap-up time once a call was over.
• Consultation time average: The average time agents spent consulting with other agents, or a third-party.

Agent activity tab reports

This tab displays the following reports:

• Agent activity: A wide range of information about calls your agents have taken, made, or missed.