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.

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 Professional: Once every hour. The update time is randomized within the hour.

This dashboard contains the following tabs. Click a section to find out more information:

• Calls tab
• Efficiency tab
• Agent activity tab

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 tab headline metrics

This tab displays the following headline metrics (KPIs):

• Inbound calls: The total number of inbound calls to Talk.
• Abandoned inbound calls: The number of calls where the caller hung-up before the phone call was answered by an agent, or voicemail.
• Inbound completion rate: The percentage of calls with a status of complete.
• Voicemails: The number of voicemails that were received.
• Outbound calls: The number of outbound calls made by agents.

Calls tab reports

This tab displays the following reports:

• Inbound calls by hour: The average number of calls received each hour over the date range you choose.

  

• Average inbound calls by day of week: The average number of calls received each weekday.

  

• Calls by date: The number of completed, abandoned, outbound calls and voicemail messages over the date range you choose.

  

• Calls by Talk number (top 10): The top ten most active Talk numbers showing the percentage of activity for each number.

  

• Abandoned calls by stage: The percentage of abandoned calls by stage (IVR, Queue, Voicemail, On-hold).

  

• Calls by Talk number and date (top 10): The number of calls received by each Talk number over the date range you specify.

  

• Abandoned calls by stage and date: The number of abandoned calls and the call stage where they were abandoned over the date range you choose,

  

• Calls by month/year: The number of calls over the previous year. You can choose multiple years and overlay the data for each one.

  

Efficiency tab

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

Efficiency tab headline metrics

This tab displays the following headline metrics (KPIs):

• Call duration average: The average duration of each call.
• Talk time average: The average time the caller and the agent were talking during the call.
• Answer time average: The average time between Talk answering the call, and the caller being connected with an agent.
• Queue wait time average: 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 average: The average time end-users spent on-hold during a call.

Efficiency tab reports

This tab displays the following reports:

• Inbound call leg routing to agents: The percentage of inbound call legs that were accepted, declined, or missed over a date range you specify.

  

• Talk tickets by agent replies brackets: A list of the percentage of Talk tickets opened following an agent reply. For example, in the screenshot below, 8% of Talk tickets were opened after 2 agent replies.

  

• Inbound call routing to agents by date: A stacked chart showing the number of inbound call legs that were accepted, declined, or missed over a date range you choose.

  

• Inbound call end-user journey by date (no voicemails): Information about incoming calls including average answer time, average talk time, and average on-hold time. The results from this chart do not include any time spent leaving a voicemail.

  

• Voicemail end-user journey by date: Information about average call wait times and average voicemail durations.

  

Agent activity tab

The Agent activity tab shows information about your agents statistics when making Talk calls. You can filter reports by date, Talk number, IVR destination group, and the end-user's organization.

Agent activity tab headline metrics

This tab displays the following headline metrics (KPIs):

• Calls: A count of calls made and received.
• Talk time average: 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 average: The average amount of time in seconds that callers were on-hold.
• Wrap-up time average: The average time agents spent in wrap-up time once a call was over.
• Consultation time average: The average time agents spent consulting with other agents, or a third-party.

Agent activity tab reports

This tab displays the following reports:

• Agent activity: A wide range of information about calls your agents have taken, made, or missed.