Determining your Zendesk Talk staffing requirements

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6 Comments

  • Sabio System

    This blog post is informative and valuable. Now I know how to determined my Zendesk Talk   staffing requirements. Great that I found this website and read this useful article.

    1
  • Jennifer Rowe
    Zendesk Documentation Team

    Thanks for the comment, Sabio System. Glad you found the article useful. We're always looking to improve it, so if you have any advice to share, let us know!

    And if you share a tip about how you rolled out and manage Talk, we'll send you swag!

    1
  • Brent Manser

    How do you calculate average handle time?

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi Brent, the "Call duration" metric in the Talk dataset stores this information. If you apply the AVG aggregator to it, you'll get the average call duration. Hope this helps.

     

     

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  • Brent Manser

    Hi Rob

     

    Thanks for your response. In the Zendesk explore documentation it states that call duration is "The average total call duration for an end-user"

    It also states "End user: Begins after Talk answers the call and the end-user hears the welcome message. The call leg ends when the call is disconnected because either the end-user or the agent hung up."

    AHT should be a measure of time from when the customer connects to an agent to when the agent finishes wrapping up the call. Based on the above "Call duration" metric won't give me this. How would I go about getting an accurate AHT? If call transfers from one department to another I want to count this as a call to both departments with seperate AHT for both legs of the call. Also can I get this as a whole AHT number and also split by talk, hold, consultation and wrap?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Brent, thanks for your response. I've put your question into a ticket as I want to make sure that someone works with you to give you the answers you need. I'll make sure to do any necessary doc updates following that if they are required.

     

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