Overview of the Zendesk Talk dashboard

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10 Comments

  • Niels

    Hi Rob,

     

    I am not able to see a "Talk" dashboard in Explore, nor select a dataset for Talk. 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Niels! I see that you also asked about this in another thread. We'll see about getting an answer for you over there!

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  • Alice Ramos
    I'm unable to see a chat under the dashboard. In your webinar yesterday it mentioned that this should be a prebuilt dashboard.
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  • Joe Beaudoin
    Zendesk Customer Advocate

    Hey Alice,

    Thanks for reaching out!

    The question your asking appears to be addressed in the following section from our article on the chat dashboard in Explore:

    Again, that's from the following article:

    https://explore.zendesk.com/hc/en-us/articles/360002107127-Overview-of-the-Zendesk-Chat-dashboard

    As mentioned in that snippet, feel free to shoot us an email at support@zendesk.com if you have any followup questions on this!

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  • Silvia Puga

    Hi,

     

    The metric Total Calls and Inbound calls takes into consideration the abandoned calls in qeue and on-hold? How can I calculate the total calls without taking into consideration the abandoned calls in qeue for less than 5 seconds and abandoned calls on-hold?

    The metric Abandoned Calls takes into consideration abandoned calls in qeue and on-hold? How can I calculate only those ones abandoned in queue?

    Thank you

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  • Candie Baring

    Hi Silvia,

    Thanks for reaching out to us! You may create a custom query which separates the completed calls and abandoned calls if you need a more specific report, however, this will not be able to separate the calls in queue which was abandoned in less than 5 seconds.

    Please refer to this article for the metrics/attributes you can use, https://explore.zendesk.com/hc/en-us/articles/360001946928-Metrics-and-attributes-for-Zendesk-Talk

    Kindly chat with us or send us an email to support@zendesk.com should you have other concerns. Cheers!

     

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  • Jade Taylor

    Hi There, 

     

    We do not have the option for Zendesk Talk dashboard only Zendesk Support. Please can someone help?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Jade Taylor, just checking that you have an active Zendesk Talk plan. Without that, the dashboard won't be displayed. If you do have an active Talk plan, let us know and we'll open a ticket on your behalf. Thanks!

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  • Jade Taylor

    Hi Rob Stack,

     

    Yes we have an active Zendesk Talk Plan which we use daily. 

     

    Thanks

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  • Rob Stack
    Zendesk Documentation Team

    Thanks Jade Taylor, I've opened a ticket on your original question above. Someone will be in touch soon to help get to the bottom of this. Thanks!

    0

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