Overview of the Zendesk Talk dashboard

Explore features a pre-built dashboard displaying your Zendesk Talk data. You can edit and customize these pre-built dashboards by cloning them (see Duplicating pre-built dashboards). In this article, you'll learn about the available reports for Talk.

To access the Talk dashboard

1. In Zendesk Support, open the product tray.
2. Click the Explore icon () .
3. In the list of dashboards, select the Zendesk Talk dashboard.

All reports in this dashboard use the Zendesk Talk > Calls dataset.

Note: The information in Explore queries and dashboards updates from the dataset on the following schedule:

• Explore Lite: Each day at midnight in the timezone of the account.
• Explore Pro: Once every hour. The update time is randomized within the hour.

The dashboard contains the following tabs. Click each section to find out more information:

• The Calls tab
• The Efficiency tab
• The Agent Activity tab

The Calls tab

The Calls tab shows information about Talk calls that your agents made and received. You can filter reports by date, Talk number, IVR group, and the end-user's organization.

Calls headline metrics

The metrics for this tab include:

• Inbound Calls: Displays a count of all calls received.
• Inbound Abandoned Calls: Displays a count of all calls where the caller hung-up before the phone call was answered by an agent, or voicemail.
• Inbound Completion Rate: Displays the percentage of calls with a status of complete.
• Voicemails: Displays a count of all voicemail received.
• Outbound Calls: Displays a count of all calls made by agents.

Reports on the Calls tab

• %Inbound Calls by Hour: Displays the average number of calls received each hour over the date range you specify.

  

• Average Inbound Calls by Weekday: Displays the average number of calls received each weekday across the selected range.

  

• Completed, Abandoned, Voicemail and Outbound Calls: Displays completed, abandoned, voicemail, and outbound calls over the date range you specify.

  

• Calls by Talk Number (Top 10): Displays the total number of calls placed and received by each Talk number.
• Abandoned Calls by Location: Displays the total number of abandoned inbound calls and their location when they were abandoned, for example Abandoned in Voicemail.

  

• Calls by Talk Number over time (Top 10): Displays the number of calls received by each Talk number over the date range you specify.

  

• Abandoned Calls over time: Displays the total number of abandoned inbound calls and their location when they were abandoned over the date range you specify.

The Efficiency tab

The Efficiency tab shows information about your agents efficiency with Talk calls. You can filter reports by date, Talk number, IVR group, and the end-user's organization.

Efficiency headline metrics

The metrics for this tab include:

• Call Duration AVG: Displays the average duration of each call.
• Talk Time AVG: Displays the average time the caller and the agent were talking during the call.
• Answer Time AVG: Displays the average time between a call being answered, and the caller being connected with an agent.
• Queue Wait Time AVG: Displays the average time end-users spent in a queue before their call was answered. This time does not include any recorded greeting messages that were played.
• On-hold Time AVG: Displays the average time end-users spent on-hold during a call.

Reports on the Efficiency tab

• Talk Tickets by Agent Replies: Displays the total number of Talk tickets opened, against the number of replies made by an agent for each ticket.
• Call Leg Routing: Displays information about the number of call legs that occurred, and their completion status.

  

• Call Leg Routing over time: Displays information about call legs that were accepted, declined, or missed over a date range you specify.
• Inbound Calls End-user Journey (no voicemails): Displays detailed information about incoming and outgoing calls including average answer time, average talk time, average call duration, and more.

  

• Voicemails End-user Journey: Displays detailed information about average call wait times and duration, together with a count of voicemails received.

The Agent Activity tab

The Agent Activity tab shows information about your agents activities, for example how many calls they received. You can filter reports by date, call agent, call direction, Talk number, and IVR group.

Agent Activity headline metrics

The metrics for this tab include:

• Calls: Displays a count of calls made and received.
• Talk Time AVG: Displays the average time that agents spent actively talking to end-users. This number does not include, for example, time spent on-hold.
• On-hold Time AVG: The average amount of time in seconds that callers were put on-hold.
• Wrap-up Time AVG: Displays the average time agents spent in wrap-up time once a call was over.
• Consultation Time: Displays the average time agents spent consulting with other agents, or a third-party.

Reports on the Agent Activity tab

• Agent Activity: Displays a wide range of information about calls your agents have taken, made, or missed.