Overview of the Zendesk Talk dashboard

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6 Comments

  • 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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  • Joe Beaudoin

    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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  • 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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  • Jessie Schutz

    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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  • Niels

    Hi Rob,

     

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

    0

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