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).
- 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
Use the following procedure to access the Talk dashboard.
To access the Talk dashboard
- In Zendesk Support, open the product tray.
- Click the Explore icon (
) . - 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:
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):
- Calls: The total number of calls made using Talk.
- Inbound calls: The total number of inbound calls to Talk.
- Outbound calls: The number of outbound calls made by agents.
- Voicemail calls: The number of calls that were directed to voicemail.
- Completion rate: The percentage of calls that were successfully completed.
Calls tab reports
This tab displays the following reports:
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Inbound calls by hour: The average percentage of inbound calls received each hour of the day.
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Average inbound calls by day of week: The average number of calls received each day of the week.
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Calls by date: The number of calls of each type over the date range you choose.
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Calls by type: The number and percentage of each call type over the date range you specify.
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Unsuccessful inbound calls by type: A bar chart showing the number and percentage of each type of unsuccessful call.
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Unsuccessful inbound calls by date: A bar chart showing the number of each type of unsuccessful call each day over the date range you specify.
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Inbound calls by selected attribute (top 10): Displays the number of incoming calls to each of your Talk numbers or call groups.
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Outbound calls by selected attribute (top 10): Displays the number of outgoing calls from each of your Talk numbers or call groups.
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Calls by selected attribute and date (top 10): Shows the total number of calls for each of your Talk numbers or call groups for on a daily basis for the date range you specify.
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Calls by month/year: Shows the total number of all calls per month over the date range you specify.
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, but the wait time greeting is included.
- On-hold time average: The average time end-users spent on-hold during a call.
Efficiency tab reports
This tab displays the following reports:
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Calls by talk time brackets: Shows call duration by bracketed percentages. For example, the report shows number and percentage of calls that took between 20 and 30 minutes.
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Calls by wait time brackets: Shows calls by bracketed wait times and percentages. For example, the report shows the number and percentage of call where the caller had to wait between 30 and 60 seconds.
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Regular inbound call end-user journey: Shows the daily average call answer time, talk time, and on-hold time over the date range you specify.
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Voicemail end-user journey: Shows the average daily call wait time together with the average duration of voicemails over the date range you specify.
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):
- Accepted call legs: Displays the number of call legs that were answered by agents.
- Missed call legs: Displays the number of call legs that were missed by agents.
- Declined call legs: Displays the number of call legs that were declined by agents.
- Leg duration average: Displays the average duration of agent call legs.
- Leg talk time average: Displays the average time agents spent talking to end users in each leg.
Agent activity tab reports
This tab displays the following reports:
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Call routing to agents by date: Displays the number of accepted, missed, and declined call lets over the date range you specify.
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Call routing to agents: Displays the total number of accepted, missed, and declined call lets over the date range you specify.
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Call time KPIs: Displays further headline metrics (KPIs) to show the average time agents spent on-hold, consulting, engaging in conference calls, or wrapping-up after calls.
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Agent call journey: Displays information about the total time agents spent in various call stages over the time period you specify.
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Agent activity: A wide range of information about calls your agents have taken, made, or missed. You can choose between Leg agent name and Call group and also configure the Top and Bottom filters to show only the results you want.
Quality tab
The Quality tab shows information about the quality of Talk calls that your agents made and received. You can filter reports by date, group, leg agent name, Talk number, call direction, call type, and organization name.
Quality tab headline metrics
This tab displays the following headline metrics (KPIs):
- Quality rate: The percentage of good quality Talk calls.
- Good quality calls: The number of good quality Talk calls.
- Bad quality calls: The number of calls that had at least one network or audio quality issue.
- Bad quality agent legs: The number of agent call legs that had at least one network or audio quality issue.
- Bad quality end-user legs: The number of end user call legs that had at least one network or audio quality issue.
Quality tab reports
This tab displays the following reports:
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Quality rate by date: Compares the good quality call rate and the agent leg quality call rate with the number of bad quality calls.
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Quality by leg type: Summarises the number of good and bad quality call legs for agents, end users, and external calls.
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Agent leg quality issues: Displays a bar chart comparing the number of specific call issues encountered. You can choose to show one or more of agent, end user, or external calls.
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Agent leg quality issues by date: Displays a line chart showing specific call issues encountered by your agents and groups over the date range you specified.
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Leg quality by agent or group: Displays the number of good and bad quality legs for each of your agents or groups along with the percentage of good quality calls. You can choose between Leg agent name and Call group and also configure the Top and Bottom filters to show only the results you want.
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Leg quality issues by agent or group: Displays a breakdown of specific call issues encountered by your agents and groups. You can choose between Leg agent name and Call group and also configure the Top and Bottom filters to show only the results you want.
20 Comments
Is it possible to pull the phone number friendly names into Insights so we're not filtering by 20 random phone numbers without names?
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!
Hey Dylan! I'm looking into whether this is a data point that exists in Insights. Sit tight!
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!
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.
Hi all,
Is there any way to tie calls back to the tickets from which they were made? Looking at the attributes available under calls, I see a 'call id' but not a 'ticket id'. The calls are clearly logged as comments on the ticket so it seems that the data should be linked. I want to write a report that lists calls by ticket (e.g., ticket id 207: call 12345; call 23409; call 59982).
Thanks,
Jordan
Hi Jordan,
Great question! The Talk Dashboard already includes this data natively. However, if you want to build reports in Insights, the attribute is just Call. So if you put both Ticket id and Call under How, you'll get a basic one to one list.
Hope that helps! Let us know if you have any other questions!
Hi!
I just updated the Team plan to Professional to be able to see the Talk Insights. However, my data is blank. Nothing is populating in the Talk Insights tab. Can I view Talk Insights for previous dates, or only for the dates since I upgraded to Professional?
Thanks,
Tamara
Hi Tamara! Welcome to the Community!
Your Talk data will be available from the date you upgraded your plan, but not before. It might take a little time for that data to sync up so that you can see it.
Let us know if you need anything else!
Hi there,
Looking at the above images, the Agent call statistics table includes total outbound calls. Can you provide the API call I would need to pull this data for my reps on an individual basis? We're looking at pulling that data through a third party reporting provider. Thanks!
Hi Nick -
I don't have the exact call for you, but here's the Talk API documentation that should get you the information you're looking for.
Is it possible to create an Avg. Abandoned Rate and not include calls abandoned within 10 seconds? Thanks!
Hi Jose,
Yes, you can exclude calls based on their duration; however, this would require creating several custom metrics. In order to find the time before the call was abandoned, I recommend using a "fact" in Insights, which is a piece of data about the call that we store for reporting. We don't have a fact that encompasses the total duration of the call so I recommend using the "Call Leg Duration" fact. Our article Call Facts and Attributes defines all of the options if you'd like to look into using a different fact for your metric.
You can create a metric to represent the duration of the customer leg for each call, utilizing the "Call Leg Duration" fact. Then you can incorporate that first metric into a second metric that only includes abandoned calls where the customer leg duration is greater than 10 seconds.
To create a metric that only includes calls where the first metric is greater than 10 seconds, I recommend copying the existing metric "# Calls abandoned" and adding a condition that your new metric needs to be greater than 10 to the end of it.
From there, you can find the average abandoned rate by comparing your new metric with existing metrics like "# inbound Calls".
I hope that helps! Let us know if you have other questions!
Hello, I had a question about the Inbound call leg routing to agents graphic. What exactly is this showing? The total number in this visual is less than the total number of inbound calls, so what are the calls that count towards this visual, and what has happened in the cases of inbound calls that do not make it into this measurement? Thank you!
Hi Grace Maher looking at the formulas behind this report, it contains three metrics:
Accepted call legs - The number of agents who accepted and completed a call leg.
Missed call legs - The number of agents who did not answer a call leg
Declined call legs - The number of agents who declined to answer a call leg
You can see the call leg definitions at https://support.zendesk.com/hc/en-us/articles/115005308948
I hope this helps!
Thanks for sharing those great resources, Rob Stack!
Grace Maher, I see that this is your first post - welcome to the Zendesk Community! If you'd like to say hello to everyone, you can introduce yourself here.
Rob Stack Thank you for that info, that does help. I am now trying to understand how my total inbound call volume is represented in the different graphics on this page. Within Inbound call leg routing to agents, we have a total of 951 calls (887 accepted, 63 missed, and 1 declined), and under the Calls tab, we have 144 Voicemails, and 324 Abandoned inbound calls. Adding these numbers up I am still off from our total Inbound calls, which is 1351. My calculations are as follows: 951 (inbound call legs routing to agents) +144 (Voicemails) +324 (Abandoned inbound calls) -64 (missed and declined Inbound call legs routing to agents, that I assume are captured in the Abandoned inbound calls measure) = 1355. Can you help me understand where I am double-counting these 4 calls?
Hi Grace Maher I'm glad the information helped. I want to make sure that someone can dig into the question you have about your call volume so I've sent your comment into a ticket. Someone will be in contact soon about this. Based on the findings, I'll make any necessary doc updates if anything needs to be clarified. Thanks!
Looking at "Abandoned calls by stage" but am unsure how to read it - according to it 90% of our calls are abandoned in voicemail, but we don't offer voicemail, but rather exclusively do callbacks. Does abandoned in voicemail include callbacks? Is there a space to see what the definitions for each listed stage entail? I found this article but it doesn't seem to be helpful for my question.
Hi Bryce Radick thanks for the question. What's happening doesn't sound right, so I've opened a ticket on your behalf so somebody can see what's going on. You should hear back from us soon.
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