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Overview of the Zendesk Talk dashboard

Rob Stack
  • Edited
Zendesk Documentation Team

Explore features a pre-built dashboard displaying your Zendesk Talk data. You can edit and customize pre-built dashboards by cloning them (see Cloning Explore dashboards).

This article contains the following topics:

Opening the dashboard

Use this procedure to open the Talk dashboard.

To access the Talk dashboard

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

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

Understanding the dashboard reports

The Talk dashboard is split into three tabs:

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

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

  • The Agent activity tab shows detailed information about your agents calls. You can filter reports by date, group, agent name, Talk number,call direction, call type, and the end-user's organization.

  • The Quality tab shows information about calls that experienced issues due to poor network or audio quality. You can filter reports by date, group, agent name, Talk number, call direction, call type, and the end-user's organization.

To learn about the available reports on each tab, see Analyzing your Talk activity (Talk Professional and Enterprise).

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6 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!

    0
  • 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.
    0
  • 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!

    0
  • 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

    0
  • 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!

     

    0

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