This article lists and defines the metrics used in the Talk dashboard, which is available for Talk Team, Professional, and Enterprise. For details, see Analyzing call activity with the Talk Team dashboard and Analyzing call activity with the Talk Professional dashboard.
| 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 |
| 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 |
| Metric | Definition |
|---|---|
| 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 |
15 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??
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