This article lists and defines the metrics used in the Talk dashboard. For details about the dashboard, see Analyzing call activity with the Talk Team dashboard and Analyzing call activity with the Talk Professional dashboard.
Note: You might sometimes see differences in results between the Explore live dashboard and the Talk live calls dashboard. To learn why these can occur, see Discrepancies between the Talk Live calls dashboard and the Explore Enterprise live dashboard.
This article lists reports in the following sections:
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 Professional and Enterprise) | Number of calls waiting for callback in the queue including requests from the API |
| Widget callbacks in queue | Number of callback requests coming in the from the Web Widget |
| Agents online | Number of agents online and available for Talk calls |
| Average wait time | Average wait time for customers currently waiting in the queue. Excludes Available agents greeting. |
| Longest wait time | Longest time any customer has currently been waiting for an agent in the queue |
Overview
| Metric | Definition |
|---|---|
| Total calls | Total number of inbound and outbound calls |
| Total callback calls (Talk Professional and Enterprise) | Number of callback request (successful or not) for the day |
| Total widget callback calls | Number of successful callback requests (successful or not) for the day made through the Web Widget |
| Total text back requests (Talk Professional and Enterprise) | Total number of text back messages sent from IVR |
| Total inbound calls (Talk Professional and Enterprise) | Total number of inbound calls |
| Total outbound calls (Talk Professional and Enterprise) | Total number of outbound calls |
| Max calls waiting | Maximum number of calls waiting at any point in the specified window |
| Abandoned in queue (Talk Professional and Enterprise) | Total number of calls where customer hung up while waiting in the queue |
| Exceeded queue wait time (Talk Professional and Enterprise) | 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 Professional and Enterprise) | Total number of calls received outside business hours |
| Customer requested voicemail (Talk Professional and Enterprise) | Number of calls where customer requested to be put through to voicemail by dialing 1 |
| Average callback wait time (Talk Professional and Enterprise) | Average callback time a customer has been waiting for an agent in the queue. Excludes Available agents greeting. |
| Average wait time | Calculates all calls that have passed the initial greeting and averages those times throughout the day from 00:00 - 23:59. Excludes Available agents greeting. |
| Average time to answer (Talk Professional and Enterprise) | 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 Professional and Enterprise) | 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 |
Agent activity
| Metric | Definition |
|---|---|
| Agent | The name of the agent |
| Status | The current online status of the agent |
| Total online time | Total time the agent was on a call, in wrap-up mode, or online. |
| 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 Professional and Enterprise) | 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 Professional and Enterprise) | 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 |
24 Comments
Hi I have a question about the agent activity , In the same business day you can see total time logged into the phone, after that business day this information is unavailable; e.g. I cannot tell how long Agent X was logged into the phone, yesterday or any day in the past
Piggy-backing off Rene's question. Is there any update on that question? I am trying figure out the hours my team is online for and unless I log in after the end of the business day to check, it seems like there is no way to do this. Is there a way to get this information emailed to me in a report?
Hey Harry,
There currently isn't a way to track Agent Online Time over an extended period of time. I would recommend cross-posting in the following product feedback post to help provide visibility of this need to our Product Managers in charge of this area: Agent Talk status for reporting purposes
Thanks in advance!
Clarifying Questions:
1.) Outside of business hours- How do we define which schedule to pull from?
2.) Average callback wait time- Is this the difference between the customer requesting a callback in the IVR and receiving a call from an agent? Or does it include their initial call wait time as well?
3.) Average duration- Does this include IVR & wait time? Or only the time the customer is actually speaking with an agent?
Hi,
I have bit of a query regarding the validity of data from 2 sources. Why does my daily report of an agents previous day call activity = accepted calls, missed calls, declined calls, outbound calls not tally with the agents dashboard at the end of the day? in one instance it has added about 20 accepted calls.
Happy to attach redacted images.
Hello Tim, thanks for writing!
Please be advised that i've created a ticket instead to get more details and for easy communication just in case we need to troubleshoot the account. I'll see you there on the ticket.
Thank you!
Hi,
I have the same case as Tim's. Seems like the dashboard is not showing the same data about the accepted calls. Also, please help me on how to compute SLA and Average Time of answer for Talk? It would be helpful if we can extract data in a weekly, monthly or yearly basis.
Thanks in advance!
Hey Shirley,
We will most likely need to take a look a the specific dashboard you're looking at to determine the discrepancy here.
I'm going to create a ticket on your behalf so our Customer Advocacy team can dig into this further. You'll receive a follow-up email shortly stating your ticket has been created. Feel free to reply to that email with any additional information you can provide.
Cheers!
Can the wrap-up time be found in the Explore custom queries? I'd like to combine talk time with wrap-up time to calculate total handled time.
Hey Tracy!
I highly recommend using the Time Tracking App for handling time derivation: https://www.zendesk.com/apps/support/time-tracking
I have found the app to be very reliable & consistent.
Cheers!
Hi,
Can you please direct me to resources on how to compute SLA and Average Time of answer for Talk? I would like to see it on a weekly, monthly or yearly basis.
Thanks!
Hey Elise,
Are you trying to report on these metrics using Explore or Insights?
You can find a list of available metrics from the following documentation:
Metrics and attributes reference Zendesk Talk
Insights Metrics Reference
We also have a list of recipes that you may find useful as well for SLA reporting:
I hope this points you in the right direction!
Hi All
What does the Agent Activity metric 'Calls Accepted' include?
See attached but on testing one call was made and accepted by another agent. The call was then transferred to me and I accepted. My dashboard metrics show I have one 'Calls accepted' as well as one 'Transfers accepted'.
So it seems that an accepted call means both accepted incoming call and accepted transferred call. Is that correct?
Further, on testing, a call was made and accepted by another agent, the agent then transferred the call to a Group I am a member of, I accepted the call but it seems this Group accepted call doesn't populate any dashboard agent activity metrics. Is this correct?
Lastly, is there an exhaustive article that explains in complete detail what metrics are made up of? It would be so much more efficient if we could find the exhaustive answers in complete detail in a reference article instead of having to ask....much more efficient for Zendesk Support / Community agents as well :)
For example, the below is kind of ambiguous (for the reasons explained above):
Many thanks
Chad
Hi Chad -
Thanks for reaching out. You are correct in your logic - essentially any time agent clicks to accept a call, it will count towards this metric regardless of where the call came from, like a transfer or unique group.
This article has more detailed Talk metrics and formulas. https://support.zendesk.com/hc/en-us/articles/360022365173-Metrics-and-attributes-for-Zendesk-Talk
Why isn't there a Average Handle Time (AHT) metric?
To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.
That's another industry standard metric that's missing from ZD Talk??
Hi Jay, thanks for the feedback. This would be a great item to add to our Talk feedback forum at https://support.zendesk.com/hc/en-us/community/topics/360000029887--Internal-Product-Feedback-Talk-
If you're using Zendesk Explore (Professional), you can create a custom metric to give AHT. You'll find the metrics you mentioned above in this article - https://support.zendesk.com/hc/en-us/articles/360022365173
Rob - Thanks for the tip.
Why should I have to go build a custom metric for one of the MOST common call center metrics.. We'll do it b/c we have to, but that's absurd that Talk lacks such basic call center metrics like Service Level and AHT.... Why not just build a product with the most common features/metrics for Customer Service orgs? That would be a lot easier for everyone involved and create happier customers.
Hi Jay, it's definitely worth posting it in the feedback forum. That way, it gets direct visibility by the product teams and others can vote for it. I will also pass this feedback on myself. Thanks.
Does Total Calls Accepted (Total number of calls the agent answered) count callback requests as well as inbound calls? I'm trying to track down a difference in numbers and that seems to be a potential cause.
Hi Kris Parker,
Callback queue is effectively the same as "hold," so calls placed in CB queue that are successfully connected live would count towards Total Calls Accepted. Missed calls (callback request expired) would not count towards this number. More information here. Hope this helps!
Brandon Tidd
729 Solutions
Hi,
I would like to follow up on Scott Hartmans third question as well please:
3.) Average duration- Does this include IVR & wait time? Or only the time the customer is actually speaking with an agent?
Thanks!
Hi Sarah!
Average duration will measure the length of the call once connected to an agent. It would not count time in queue prior to being routed or time spent in the IVR.
Thanks!
It's remarkable that Rene / Harry's original comments still have not been addressed ...
This is crucial information for managers to receive, yet even 4 years later it hasn't been fixed. It would be incredibly helpful to have historical data (e.g. past 30, 60, 90 days) for all Agent activity metrics listed above, yet managers still can only view it for a 24-hour period. I chatted into support today and they still recommend submitting to product feedback. That is completely useless seeing that it's been requested for years without any action.
Hi Taylor -
It looks like Brett did address Harry's original comment. Please note that the product feedback topic in the community is the official way to register feature requests and product feedback. Comments on articles like this one are not built into our feedback intake process, and are not meant to be used for that purpose.
I realize that this is something that needs to be clarified, and we're working on adding better direction for where to post feedback and that these comments are meant to be for Q&A on the article content.
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