Zendesk Talk dashboard metrics reference Follow

This article lists and defines the metrics used in the Talk dashboard, which is available for Talk Basic and Advanced. For details, see Analyzing call activity with the Talk Basic dashboard and Analyzing call activity with the Talk Advanced dashboard.

Table 1. Current queue activity
Metric Definition
Total calls in queue Number of calls waiting for an agent in the queue, including caller on the line and callback requests
Callbacks in queue (Talk Advanced only) Number of calls waiting for callback in the queue
Average wait time Average time a customer has been waiting for an agent in the queue. Excludes Available agents greeting.
Agents online Number of agents online and available for Talk calls
Longest wait time Longest time any customer has currently been waiting for an agent in the queue
Table 2. Overview
Metric Definition
Total calls Total number of inbound and outbound calls
Total callback calls (Talk Advanced only) Total number of callback request (successful or not) for the day
Total inbound calls (Talk Advanced only) Total number of inbound calls
Total outbound calls (Talk Advanced only) Total number of outbound calls
Max calls waiting Maximum number of calls waiting at any point in the specified window
Abandoned in queue (Talk Advanced only) Total number of calls where customer hung up while waiting in the queue
Exceeded queue wait time (Talk Advanced only) Total number of calls sent to voicemail after exceeding the max wait time in the queue
Voicemail Total number of calls that went to voicemail for any reason
Outside business hours (Talk Advanced only) Total number of calls received outside business hours
Customer requested voicemail (Talk Advanced only) Number of calls where customer requested to be put through to voicemail by dialing 1
Average callback wait time (Talk Advanced only) Average callback time a customer has been waiting for an agent in the queue. Excludes Available agents greeting.
Average wait time Average time a customer has been waiting for an agent in the queue. Excludes Available agents greeting.
Average time to answer (Talk Advanced only) Average time between system answering a call and customer being connected with an agent. Includes greetings and other recordings played.
Average duration Average length of call
Average hold time (Talk Advanced only) Average time spent on hold per call (based only on calls where hold is used at least once)
Average wrap-up time Average wrap-up time across all calls
Table 3. Agent activity
Metric Definition
Total online time Total time the agent was on a call, in wrap-up mode, or online (browser must be open if using browser, can be closed if using phone forwarding)
Time available Total time agent was available to answer calls and set to Online. Does not include time on calls or in wrap-up mode.
Average talk time (Talk Advanced only) Average talk time across all calls (excludes hold time and consultation)
Total talk time Total talk time (excludes hold time and consultation)
Average hold time (Talk Advanced only) Average time spent on hold per call (based only on calls where hold is used at least once)
Total hold time Total time with calls on hold
Calls accepted Total number of calls the agent answered
Number of calls transferred Total number of calls the agent transferred to someone else
Transfers accepted Total numbers of transfers the agent accepted
Calls missed Total number of calls that rang for 30 seconds with no response and were placed back in the queue
Calls declined Total number of incoming calls where agent clicked Decline in the given time period
Calls put on hold Total number of calls placed on hold
Average wrap up time Average wrap-up time across all calls
Total wrap up time Total time spent in wrap-up across all calls
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