Note: To use these metrics and attributes, you need Zendesk Talk Professional or Enterprise.
Use this article to discover the metrics and attributes you can use to build Explore queries based on your usage of Zendesk Talk. These datasets are also used for the Talk pre-built dashboards (see Analyzing your Talk activity).
For more information about how to create queries with Explore, see Creating queries.
Note: If you upgraded to Talk Professional or Enterprise from another Talk plan, metric and attribute data will be available only from the date you purchased the upgraded plan.
Calls dataset
The Calls dataset contains metrics and attributes that relate to your Talk call statistics. This sections lists all the available elements for the dataset, and contains the following topics:
This section contains the following topics:
Talk dataset schema
Use this diagram to help you understand the elements of the Talk dataset and their relationships.
Talk metrics
This section lists and defines all of the Talk metrics available.
| Metric | Definition | Calculation |
|---|---|---|
| Calls | The total number of calls. | [Call ID] |
| Completed calls | The total number of calls that were completed. | IF ([Call completion status]="Completed") THEN [Call ID] ENDIF |
| Abandoned calls | The number of calls that were abandoned while in your IVR, queue, voicemail, or on-hold. | IF ([Call completion status]="Abandoned In IVR" OR [Call completion status]="Abandoned In queue" OR [Call completion status]="Abandoned In voicemail" OR [Call completion status]="Abandoned on-hold" ) THEN [Call ID] ENDIF |
| Non-answered calls | The number of calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't abandon the call in one of the defined call stages. | IF ([Call completion status]="Not answered") THEN [Call ID] ENDIF |
| Recorded calls | The number of calls that were recorded. | IF ([Call recorded] = "TRUE") THEN [Call ID] ENDIF |
| Non-recorded calls | The number of calls that were not recorded. | IF ([Call recorded] = "FALSE") THEN [Call ID] ENDIF |
| Multi-assist calls | The number of calls that were assisted by more than one agent. | IF ([Leg consultation type]!=NULL) THEN [Call ID] ENDIF |
| Consultation calls | The number of calls that had a consultation with an additional agent or external number. | IF ([Leg consultation type]="Consultation") THEN [Call ID] ENDIF |
| Unattended transfer calls | The number of calls that were transferred to another agent without the consultation phase. | IF ([Leg consultation type]="Unattended transfer") THEN [Call ID] ENDIF |
| Conference calls | The number of calls that had a 3 person conference. | IF ([Leg consultation type]="Conference") THEN [Call ID] ENDIF |
| Good quality calls | The number of good quality calls. These are calls that had no audio or network issues. | IF ([Call quality]="Good") THEN [Call ID] ENDIF |
| Bad quality calls | The number of bad quality calls. These are calls that had at least one audio or network issue. | IF ([Call quality]="Bad") THEN [Call ID] ENDIF |
| % Call completion rate | The percentage of the calls that were completed successfully. | D_COUNT(Completed calls)/D_COUNT(Calls) |
| % Call multi-assist rate | The percentage of the calls that were assisted by more than one agent. | D_COUNT(Multi-assist calls)/D_COUNT(Calls) |
| % Call quality rate | The percentage of the calls that had good quality from the total number of calls on which the quality was measured. | D_COUNT(Good quality calls)/(D_COUNT(Good quality calls)+D_COUNT(Bad quality calls)) |
| Calls - Daily average | The average number of calls each day. | D_COUNT(Calls)/DCOUNT_VALUES([Call - Date]) |
| Inbound calls | The total number of inbound calls. | IF [Call direction]="inbound" THEN [Call ID] ENDIF |
| Completed inbound calls | The total number of inbound calls that were completed. | IF ([Call direction]="Inbound" AND [Call completion status]="Completed") THEN [Call ID] ENDIF |
| Abandoned inbound calls | The total number of incoming calls that were abandoned by the end user. | IF ([Call direction]="Inbound" AND ([Call completion status]="Abandoned in IVR" OR [Call completion status]="Abandoned in queue" OR [Call completion status]="Abandoned in voicemail" OR [Call completion status]="Abandoned in on-hold" )) THEN [Call ID] ENDIF |
| Non-answered inbound calls | The number of inbound calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't abandon the call in one of the defined call stages. | IF ([Call direction]="Inbound" AND [Call completion status]="Not answered") THEN [Call ID] ENDIF |
| Regular inbound calls | The number of regular inbound calls. | IF ([Call direction]="Inbound" AND [Call type]="Regular") THEN [Call ID] ENDIF |
| Callback calls | The number of inbound calls for which the callback feature was used. | IF ([Call type]="Callback") THEN [Call ID] ENDIF |
| Forwarded calls | The number of inbound calls forwarded to external phone numbers via IVR. | IF ([Call type]="Forwarded") THEN [Call ID] ENDIF |
| Overflow calls | The number of inbound calls forwarded to overflow phone numbers. | IF ([Call type]="Overflow") THEN [Call ID] ENDIF |
| Text back calls | The number of inbound calls forwarded to external phone numbers via IVR. | IF ([Call type]="Text back") THEN [Call ID] ENDIF |
| Voicemail calls | The total number of calls routed to voicemail. | IF ([Call type]="Voicemail") THEN [Call ID] ENDIF |
| Bad quality inbound calls | The number of bad quality inbound calls. | IF ([Call direction]="Inbound" AND [Call quality]="Bad") THEN [Call ID] ENDIF |
| Good quality inbound calls | The number of good quality inbound calls. | IF ([Call direction]="Inbound" AND [Call quality]="Good") THEN [Call ID] ENDIF |
| % Inbound completion rate | The percentage of inbound calls that were completed successfully. | D_COUNT(Completed inbound calls)/D_COUNT(Inbound calls) |
| % Inbound quality rate | The percentage of the inbound calls that had a good quality from the total number of inbound calls on which the quality was measured. | D_COUNT(Good quality inbound calls)/(D_COUNT(Good quality inbound calls)+D_COUNT(Bad quality inbound calls)) |
| Inbound calls - Daily average | The average number of inbound calls each day. | D_COUNT(Inbound calls)/DCOUNT_VALUES([Call - Date]) |
| Outbound calls | The total number of outbound calls made. | IF ([Call direction]="Outbound") THEN [Call ID] ENDIF |
| Completed outbound calls | The total number of outbound calls that were completed. | IF ([Call direction]="Outbound" AND [Call completion status]="Completed") THEN [Call ID] ENDIF |
| Abandoned outbound calls | The total number of outbound calls that were abandoned while on-hold. | IF ([Call direction]="Outbound" AND [Call completion status]="Abandoned in on-hold") THEN [Call ID] ENDIF |
| Non-answered outbound calls | The number of outbound calls that end users didn’t answer. | IF ([Call direction]="Outbound" AND [Call completion status]="Not answered") THEN [Call ID] ENDIF |
| Good quality outbound calls | The number of good quality outbound calls. | IF ([Call direction]="Outbound" AND [Call quality]="Good") THEN [Call ID] ENDIF |
| Bad quality outbound calls | The number of bad quality outbound calls. | IF ([Call direction]="Outbound" AND [Call quality]="Bad") THEN [Call ID] ENDIF |
| % Outbound completion rate | The percentage of outbound calls that were completed successfully. | D_COUNT(Completed outbound calls)/D_COUNT(Outbound calls) |
| % Outbound quality rate | The percentage of outbound calls that had a good quality from the total number of outbound calls on which the quality was measured. | D_COUNT(Good quality outbound calls)/(D_COUNT(Good quality outbound calls)+D_COUNT(Bad quality outbound calls)) |
| Outbound calls - Daily average | The average number of outbound calls each day. | D_COUNT(Outbound calls)/DCOUNT_VALUES([Call - Date]) |
| Legs | The total number of call legs. A leg is a segment of a phone call. | [Leg ID] |
| Agent legs | The total number of agent call legs. These are calls initiated by an agent. | IF ([Leg type]="Agent" ) THEN [Leg ID] ENDIF |
| End user legs | The total number of end user call legs. These are calls initiated by an end user. | IF ([Leg type]="End-user" ) THEN [Leg ID] ENDIF |
| External legs | The number of call legs associated with external users. | IF ([Leg type]="External") THEN [Leg ID] ENDIF |
| Consultation legs | The number of call legs that were initiated by the agents for consulting with other agents of external users. | IF ([Leg consultation type]="Consultation") THEN [Leg ID] ENDIF |
| Unattended transfer legs | The number of call legs that were initiated by the agents for consulting with other agents of external users and were transferred to that person. | IF ([Leg consultation type]="Unattended transfer") THEN [Leg ID] ENDIF |
| Conference legs | The number of call legs that were initiated by the agents for consulting with other agents of external users and resulted in a 3 person conference. | IF ([Leg consultation type]="Conference") THEN [Leg ID] ENDIF |
| Good quality legs | The number of good quality call legs. | IF ([Leg quality]="Good") THEN [Leg ID] ENDIF |
| Bad quality legs | The number of bad quality call legs. | IF ([Leg quality]="Bad") THEN [Leg ID] ENDIF |
| Good quality agent legs | The number of good quality agent call legs. | IF ([Leg quality]="Good" AND [Leg type]="Agent") THEN [Leg ID] ENDIF |
| Bad quality agent legs | The number of bad quality agent call legs. | IF ([Leg quality]="Bad" AND [Leg type]="Agent") THEN [Leg ID] ENDIF |
| % Leg quality rate | The percentage of call legs that had a good quality from the total number of call legs on which the quality was measured. | D_COUNT(Good quality legs)/(D_COUNT(Good quality legs)+D_COUNT(Bad quality legs)) |
| % Agent leg quality rate | The percentage of agent call legs that had a good quality from the total number of agent call legs on which the quality was measured. | D_COUNT(Good quality agent legs)/(D_COUNT(Good quality agent legs)+D_COUNT(Bad quality agent legs)) |
| Accepted call legs | The number of inbound calls completed by agents. | IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND [Leg completion status]="Completed") THEN [Leg ID] ENDIF |
| Missed call legs | The number of inbound calls missed by agents. | IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND [Leg completion status]="Agent missed") THEN [Leg ID] ENDIF |
| Declined call legs | The number of inbound calls an agent declined. | IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND ([Leg completion status]="Agent declined" OR [Leg completion status]="Agent declined transfer")) THEN [Leg ID] ENDIF |
| Recording interactions | The number of times agents turned on or off recording during the call. | (Recording interactions) |
| IVR transitions | The number of key presses the caller has made in the IVR menu. | (IVR transitions) |
| Call agents | The name of all call agents. | [Call agent ID] |
| Call end users | The name of all registered end users. | [End-user ID] |
| Call organizations | The number of call organizations. | [Organization ID] |
| Call duration (sec) | The average total call duration for an end user. | (Call duration (sec)) |
| Call talk time (sec) | The average time in seconds that an end user spends actually talking with an agent during a call. | (Call talk time (sec)) |
| (Call wait time (sec)) | The average time an end user spends waiting during a call. | (Call wait time (sec)) |
| Call answer time (sec) | The average time an end user waits for a call to be answered. | (Call answer time (sec)) |
| Call IVR time (sec) | The average time an end user spent in an interactive voice response (IVR) system. | (Call IVR time (sec)) |
| Call consultation time (sec) | The average time an agent spends consulting with another agent. | (Call consultation time (sec)) |
| Call on-hold time (sec) | By default, gives the average time that end users spent on-hold. | (Call on-hold time (sec)) |
| Call recorded time (sec) | The call recording duration in seconds. | (Call recorded time (sec)) |
| Call not recorded time (sec) | The time in seconds during which call wasn't recorded. | (Call not recorded time (sec)) |
| Call wrap-up time (sec) | The time in seconds that agent spent in the wrap-up stage after a call. | (Call wrap-up time (sec)) |
| Call duration (min) | By default, gives the average call duration for the end user in minutes. | (Call duration (sec))/60 |
| Call talk time (min) | The average time in minutes that an end user spends actually talking with an agent during a call. | (Call talk time (sec))/60 |
| Call wait time (min) | The average time in minutes that end users spend waiting during a call. | (Call wait time (sec))/60 |
| Call answer time (min) | The average time in minutes that end users spend waiting for their call to be answered. | (Call answer time (sec))/60 |
| Call IVR time (min) | The average time in minutes that end users spend in the interactive voice response (IVR) system. | (Call IVR time (sec))/60 |
| Call consultation time (min) | The average time in minutes that agents spend consulting with other agents. | (Call consultation time (sec))/60 |
| Call on-hold time (min) | By default, gives the average time that end users spent on-hold. | (Call on-hold time (sec))/60 |
| Call recorded time (min) | The call recording duration in minutes. | (Call recorded time (sec))/60 |
| Call not recorded time (min) | The time in minutes during which call wasn't recorded. | (Call not recorded time (sec))/60 |
| Call wrap-up time (min) | The time in minutes that agent spent in the wrap-up stage after a call. | (Call wrap-up time (sec))/60 |
| Call billed time (min) | The number of minutes for which a call incurred a charge. | (Call billed time (min)) |
| Call duration (hrs) | By default, gives the average call duration for the end user in hours. | (Call duration (sec))/60/60 |
| Call talk time (hrs) | The average time in hours that an end user spends actually talking with an agent during a call. | (Call talk time (sec))/60/60 |
| Call wait time (hrs) | The average time in hours that end users spend waiting during a call. | (Call wait time (sec))/60/60 |
| Call answer time (hrs) | The average time in hours that end users spend waiting for their call to be answered. | (Call answer time (sec))/60/60 |
| Call IVR time (hrs) | The average time in hours that end users spend in the interactive voice response (IVR) system. | (Call IVR time (sec))/60/60 |
| Call consultation time (hrs) | The average time in hours that agents spend consulting with other agents. | (Call consultation time (sec))/60/60 |
| Call recorded time (hrs) | The call recording duration in hours. | (Call recorded time (sec))/60/60 |
| Call not recorded time (hrs) | The time in hours during which call wasn't recorded. | (Call not recorded time (sec))/60/60 |
| Call wrap-up time (hrs) | The time in hours that agent spent in the wrap-up stage after a call. | (Call wrap-up time (min))/60/60 |
| Call on-hold time (hrs) | By default, gives the average time that end users spent on-hold. | (Call on-hold time (sec))/60/60 |
| Call billed time (hrs) | The number of hours for which a call incurred a charge. | (Call billed time (min))/60/60 |
| Leg duration (sec) | By default, gives the average duration in seconds for all legs in seconds. | (Leg duration (sec)) |
| Leg talk time (sec) | The average time in seconds spent actually talking in a call leg. | (Leg talk time (sec)) |
| Leg consultation time (sec) | The average time in seconds when agents consulted with other agents during a call leg. | (Leg consultation time (sec)) |
| Leg conference time (sec) | The time in seconds leg user spent in the 3 person conference. | (Leg conference time (sec)) |
| Leg on-hold time (sec) | The average time in seconds spent on hold in a call leg. | (Leg on-hold time (sec)) |
| Leg wrap-up time (sec) | By default, returns the average wrap-up time in seconds. | (Leg wrap-up time (sec)) |
| Leg duration (min) | By default, returns the average duration for all legs in minutes. | (Leg duration (sec))/60 |
| Leg talk time (min) | The average time in minutes spent actually talking in a call leg. | (Leg talk time (sec))/60 |
| Leg consultation time (min) | The average time in minutes when agents consulted with other agents during a call leg. | (Leg consultation time (sec))/60 |
| Leg conference time (min) | The time in minutes leg user spent in the 3 person conference. | (Leg conference time (sec))/60 |
| Leg on-hold time (min) | The average time in minutes spent on hold in a call leg. | (Leg on-hold time (sec))/60 |
| Leg wrap-up time (min) | By default, returns the average wrap-up time in minutes. | (Leg wrap-up time (sec))/60 |
| Leg duration (hrs) | By default, returns the average duration for all legs in hours. | (Leg duration (sec))/60/60 |
| Leg talk time (hrs) | The average time in hours spent actually talking in a call leg. | (Leg talk time (sec))/60/60 |
| Leg consultation time (hrs) | The average time in hours when agents consulted with other agents during a call leg. | (Leg consultation time (sec))/60/60 |
| Leg conference time (hrs) | The time in hours leg user spent in the 3 person conference. | (Leg conference time (sec))/60/60 |
| Leg on-hold time (hrs) | The average time in hours spent on hold in a call leg. | (Leg on-hold time (sec))/60/60 |
| Leg wrap-up time (hrs) | By default, returns the average wrap-up time in hours. | (Leg wrap-up time (sec))/60/60 |
Talk attributes
This section lists and defines all the Zendesk Talk attributes available.
| Attribute | Definition |
|---|---|
| Call ID | The ID number of a call. |
| Call direction | Shows whether the call was inbound or outbound. |
| Call type | The type of call. Values are Callback, Forwarded, Overflow, Regular, Text back, and Voicemail. |
| Call completion status | Indicates how the call was completed. Values are Abandoned in IVR, Abandoned in queue, Abandoned in voicemail, Abandoned in on-hold, Completed, and Not answered. Completed means that the call was successful and the end user was connected with the agent or the call was directed to voicemail or forwarded to an external number.
Not answered means that the call wasn’t successful. An example of an inbound not answered call is when the end user wasn’t connected with the agent, or the customer left the call in a transition stage that is not included in the abandoned statuses. An example of outbound not answered call is when the end user didn’t answer the agent’s call. |
| Call Talk number | The phone number registered in Zendesk Talk. |
| Call group | Name of the group where the call was answered. |
| Call callback source | The place from where the callback was requested. Values are Phone and Web Widget (Classic). |
| Call exceeded queue wait time | Indicates if the customer exceeded the set time limit waiting for the agent in the queue. |
| Call group is default | Indicates if the call was answered in the default group or not. Values: True and False. |
| Call IVR action | The last IVR action end user selected. Values are Group, Invalid keypress, IVR menu, Phone number, Text back, and Voicemail. |
| Call IVR destination | The last IVR destination of the call, possible values are group names and external phone numbers. |
| Call outside business hours | Indicates if the call was outside of business hours. |
| Call overflow number | The phone number to which an overflow call was directed. |
| Call quality | Indicates if a call had good or bad network and audio quality. Values are Bad, Good, and No information. |
| Call recorded | Indicates if a call was recorded or not. Values are True or False. |
| Call recording setting | The phone number recording setting used for the call. Values are Always off,Always on,Opt-in and Opt-out. |
| Call recording consent | The recording consent option end user selected at the beginning of the call. Values are Opted in and Opted out. |
| Call with requested voicemail | Indicates if the caller requested to be put through to voicemail. |
| Leg ID | The unique ID of the call leg. |
| Leg type | The type of call leg, either associated with the agent or customer. |
| Leg completion status | Indicates whether an agent declined an incoming call, missed the prompt to accept the call, or accepted the call for an individual call leg. |
| Leg consultation type | Indicates if a call leg was initiated as part of the consultation and warm transfer feature and what type of consultation it was. Values are Consultation, Conference and Unattended transfer. |
| Leg agent available via | Indicates the method used by the agent to talk, either phone or browser. |
| Leg agent forwarding number | The phone number to which a call is forwarded when the agent is not available. |
| Leg instance | The unique ID of the call leg. |
| Leg quality | Indicates if a call leg had a good or bad network and audio quality. Values are Bad, Good, and No information. |
| Leg quality issues | Lists the quality issues encountered during the call leg. Values are High jitter, High latency, High packet loss, High post-dial delay, and Silence. |
| Ticket ID | The Ticket ID associated with a call. |
| Ticket status | The status of the ticket associated with the call. |
| Ticket group | Name of the group where the ticket was assigned. |
| Ticket assignee | The person who is assigned the ticket |
| Ticket brand | The brand of the ticket associated with the call. |
| Ticket channel | The channel a ticket was created from.
For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore. |
| Ticket form | Ticket form used on the ticket. |
| Ticket organization | The organization associated with the ticket. |
| Ticket priority | The priority of the ticket associated with the call. |
| Ticket problem ID | The ID of the associated problem ticket. |
| Ticket requester | The name of the ticket requester. |
| Ticket satisfaction rating | The satisfaction rating associated with the ticket. |
| Ticket subject | The subject line of the ticket. |
| Ticket tags | A list of tags for the ticket associated with the call. |
| Ticket type | The type of the ticket, for example, incident, or problem. |
| Sharing agreement inbound | The number of tickets a Zendesk Support account shared with your Zendesk Support account. |
| Sharing agreement outbound | The number of tickets your Zendesk Support account shared with another Zendesk Support account. |
| Call agent name | The name of the last agent associated with the call. |
| Call agent role | The role of the last agent during the call. |
| Call agent ID | The ID of the last agent associated with the call. |
| Call agent email | The email address of the last agent associated with the call. |
| Call agent locale | The locale of the last agent associated with the call. |
| Call agent status | The Zendesk status of the last agent associated with the call. |
| Call agent tags | A list of tags associated with the last agent for the call. |
| Call agent time zone | The time zone of the last agent associated with the call. |
| End-user name | The name, or phone number of the end user associated with the call. |
| End-user role | The role of the end user associated with the call |
| End-user ID | The ID number of the end user associated with the call. |
| End-user email | The email address of the end user associated with the call. |
| End-user locale | The locale of the end user associated with the call, for example, en-US. |
| End-user status | The status in Zendesk Support of the end user associated with the call. |
| End-user tags | A list of tags associated with the end user for the call. |
| End-user time zone | The time zone of the end user associated with the call. |
| Leg agent name | The name of the agent for a specific call leg. |
| Leg agent role | The role of the agent for a specific call leg. |
| Leg agent ID | The unique ID of the agent for a specific call leg. |
| Leg agent email | The email address of the agent for a specific call leg. |
| Leg agent locale | The locale of the agent for a specific call leg |
| Leg agent status | The Zendesk status of the agent for a specific call leg. |
| Leg agent tags | A list of tags associated with the agent for a specific call leg. |
| Leg agent time zone | The time zone of the agent associated with this leg of the call. |
| Leg user name | The name of the end user for a specific call leg. |
| Leg user role | The role of the end user for a specific call leg. |
| Leg user ID | The unique ID of the end user for a specific call leg. |
| Leg user email | The email address of the end user for a specific call leg. |
| Leg user locale | The locale of the end user for a specific call leg |
| Leg user status | The Zendesk status of the end user for a specific call leg. |
| Leg user tags | A list of tags associated with the end user for a specific call leg. |
| Leg user time zone | The time zone of the end user associated with this leg of the call. |
| Organization name | The name of the end user organization that initiated the call. |
| Organization ID | The unique ID of the end user organization that initiated the call. |
| Organization domains | The web domain of the end user organization, for example, zendesk.com. |
| Organization status | The Zendesk status of the end user organization that initiated the call. |
| Organization tags | The tags associated with the end user organization. |
| Call duration brackets | Splits call durations into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Call talk time brackets | Splits call talk time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Call wait time brackets | Splits call wait time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Call answer time brackets | Splits call answer time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Call IVR time brackets | Splits call IVR time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Call consultation time brackets | Splits any metric by the call consultation time brackets. Values are 0-15 sec, 15-30 sec, 30-60 sec, 60-300 sec, >300 sec. |
| Call on-hold time brackets | Splits call on-hold time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Call not recorded time brackets | Splits any metric by the call not recorded time brackets. Values are 0-1 min, 1-2 min, 2-3 min, 3-5 min, >5 min. |
| Call wrap-up time brackets | Splits any metric by the call wrap-up time brackets. Values are 0-1 min, 1-2 min, 2-3 min, 3-5 min, 5-10 min, >10 min. |
| Leg duration brackets | Splits the duration of each call leg into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Let talk time brackets | Splits the duration of each call leg talk time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Leg consultation time brackets | Splits any metric by the leg consultation time brackets. Values are 0-15 sec, 15-30 sec, 30-60 sec, 60-300 sec, >300 sec. |
| Leg conference time brackets | Splits any metric by the leg conference time brackets. Values are 0-1 min, 1-2 min, 2-3 min, 3-5 min, 5-10 min, >10 min. |
| Leg on-hold time brackets | Splits the duration of each call leg on-hold time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Leg wrap-up time brackets | Splits the duration of each call leg wrap-up time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min. |
| Time - Call started | Includes a number of attributes that return the time and date when calls were initiated. |
| Time - Leg started | Includes a number of attributes that return the time and date when call legs were initiated. |
| Time - Ticket created | Includes a number of attributes that return the time and date when tickets were created. |
| Time - Ticket solved | Includes a number of attributes that return the time and date when tickets were solved. |
| Time - Ticket last updated | Includes a number of attributes that return the time and date when tickets were last updated. |
55 Comments
Hello all,
We are trying to report on the number of calls that selected each IVR option. E.g. We had 9 calls to an IVR, 6 customers selected option 1, and 3 selected option 2. I could report on "Call IVR destination group" but this would require each IVR option to have a unique group which would add unnecessary complexity to the user setup.
Any ideas?
Hi!
We recently enabled the callback feature for our customers and I've noticed the Abandoned in queue and Callback requested counts at end of day are very close to each other (3 off to be exact). Does a customer requesting a callback also record as abandoned in queue?
Hey Akhter, Shahroze
Very close - you'll also need to filter against Call Type = Regular, Callback, as voicemails actually count as completed calls and will skew your bottom number.
Glad to see you're on the right path!
When is the most commonly used call center metric a.k.a Service Level coming to Zendesk....It is 2020 now, seems like it should be a core metric by now....
Hi Heather,
COUNT Counts all values of an attribute. If the same value is recorded more than once, each occurrence is counted.
D_COUNT (or distinct count) Counts the number of different (unique) values. Values recorded more than once are counted only once.
Hope this helps!
When I use the attribute to measure Answer Time Brackets, I get a decent amount of values coming back as "Not Recorded". What does this mean?
Jeremy Clanton -
Jumping off Katie Dougherty's post, there may be a way to back into this data leveraging Call Leg Data. That is to say, data tied to a specific part of a call leg. Doing some testing, it appears that if you create a standard calculated metric that looks like this:
And then choose the Metric D_Count(Accepted Call Legs) and AVG(YourCalculatedMetric) run against the Attribute "Leg agent name," the resulting query should give you the average amount of time it takes each Support Agent to answer the phone.
Keep in mind this is a suggested workaround and not a supported metric, so Explore at your own risk!
Brandon Tidd
729 Solutions
Hello,
is there a way to display the missed calls from the "Agent activity" View? I am talking about the ones displayed as "Calls missed" after you clicked on "more" behind an agent. if i try "missed call legs" the result is not matching to what i manually checked.
Kind regards
Wolf
When I am looking at my teams metrics, I see data for "missed call legs" by agent and am wondering if a customer hangs up before the call is answered by the agent, does that count as missed call leg? Trying to get a better feeling for the number that our agents are missing and I don't want to lean on this metric too heavily if it's also counting calls where the customer hangs up. Thanks!
Hi,
Is there a metric that can show the number of rings before a call is abandoned? Thanks!
Hello all!
We are looking to count each time a call is transferred by an agent. I can not seem to find a formula to fit. Any and all help would be appreciated!
Thanks
Jeremy
Did anyone ever find a solution for this? I'm trying to figure out at what point in the IVR are the calls being abandoned?
We are trying to report on the number of calls that selected each IVR option. E.g. We had 9 calls to an IVR, 6 customers selected option 1, and 3 selected option 2.
Not sure I saw an answer on this question .. but I actually had the same question, how can I recreate the metric displayed in Agent Activity of Talk Dashboard using Explore?
I'm assuming this is different than call legs - since it's the leg level vs. individual calls. I'm trying to understand why we see agents with missed call legs in the hundreds but show missed call total for a single day as 0.
Brandon Tidd
Thanks a ton!
I tested it out and it gives near accurate results. I found a second or two longer than it should be but this is easy to adjust to. It does the job, although I would love to see this metric supported by Zendesk.
Hi Wolf,
I'm going to go ahead and take this one into a ticket so that I can grab a bit more detail from you. That way I can check out what's possible here for you and see why things aren't matching up with your manual check.
See you soon in the ticket!
Hi,
I'm trying to track the number of times an agent has "cold transferred" to a consultation end-user (some agents are starting a consultation call and transferring the caller to that consultant number before the consultant answers). The consultations are not being sent to agents, so how would I make either the Unattended transfer leg or Unattended transfer call metrics work for this?
The Unattended transfer leg metric reads "The number of call legs that were initiated by the agents for consulting with other agents of external users and were transferred to that person."
Ideally I was wanting to create a query that would show how many of these that each agent is doing and to also provide the ticket ID for the call. I also wanted this to be a clickable ticket
Hi @Brandon Tidd , Thank you for all your help just one last question.
Im using COUNT in my formula but i have noticed in Talk default dashboard, the number of calls(inbound and outbound) are calculated through DCOUNT.
What is the right way to report AHT? i believe it should be count, but then we were reporting the number of calls through the dashboard and its being calculated as DCOUNT there.
Hi Kristel Kos you can do this from the display format menu under Chart configuration. See the screenshot below for help.
Correct! With no voicemails there won't be anything to skew your data.
Hello Mohammad,
This article should breakdown the difference between leg and without leg metrics/attributes as well as leg durations.
Understanding the calls dataset in Insights (Talk Professional and Enterprise)
If you come across anything else you need assistance with, please don't hesitate to ask and have a great day.
Best regards.
Hi Ralph,
From a Metric standpoint, you'll just be reporting on "Calls" - and in this case your attributes would be Call - Year AND Call - Month. If you do just "months" it will only show you the total for each month in total (so if you get 30 calls each year for 3 years in January, Jan = 90). Make sure you're using the Talk dataset. It should look something like this:
From there you can move the Year & Month between the Rows and Columns and adjust your visualization type to achieve your desired result. Hope this helps!
Brandon Tidd
729 Solutions
Hi , I want to understand difference between Leg and without leg metrics/attribute , Call Duration ( Sec) and Leg Call duration (sec)
Hi there,
How can I include the caller's location in a report? It's in the tickets and called "Location" but I can't find a metric more specific than the Locale items. I need more than EN-US for this report.
Thanks!
The challenge is with Count is that one phone call can "count" multiple times depending on how its handled. Distinct Count de-duplicates this information. More information is available here.
On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!
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How are callbacks accounted in these totals, or are they completely separate? For instance are they part of the total inbound calls? Or are they considered an abandoned in queue?
Hi Dylan,
Great Question! The COUNT and D_COUNT aggregators are chosen by default because these will count all the values of an attribute. They're used for counting objects like tickets, calls, chats, users, organizations, etc.
If you'd like to report on Average # of Calls we have a few other default metrics that can be used for this as shown below:
It's important to note when you create a custom metric it will automatically show all aggregators which is why you see these options for your formula!
I recommend taking a look at our Choosing Metric Aggregators article for a better understanding on when to use each of these aggregators.
Hopefully that helps clarify things!
Michael,
You should try the Call Answer Time - Sec average for a metric in your query. However, that does include time listening to a recording.
You may be able to write a custom metric to remove the wait time of the recording to get a more targeted time estimate.
Hope that helps!
Hi Jeremy Clanton,
An available metric is Call answer time (sec) - The average time an end-user waits for a call to be answered (Call answer time (sec)). However, I'm afraid we don’t have a metric to track the duration between when the call is routed from the queue and when the agent picks up the call.
Please feel free to post in our Community Feedback section so other accounts can upvote your suggestion and our Product Team can review your request!
Hi Brandon, It's Brandon!
Great Question. Here's what we know:
Meanwhile:
Not answered means that the call wasn’t successful. An example of an inbound not answered call is when the end user wasn’t connected with the agent, or the customer left the call in a transition stage that is not included in the abandoned statuses. An example of outbound not answered call is when the end user didn’t answer the agent’s call.
In the case of a caller hanging up before the agent has a chance to accept the call leg, this call would be, by definition, "Abandoned in Queue." As such, it would count towards your Abandoned Inbound Call metric. Since the leg didn't have a chance to complete, it would not have a chance to record a Leg Completion Status, therefore it would fail the condition for Missed Call Legs.
The wild card, of course, is the interplay between the two metrics. Abandoned calls cannot be missed, but missed calls can be abandoned (later in the queue). To verify, I ran a quick test data set (below). You'll find that there is little correlation between Abandoned Calls and Missed Call Legs, however there was one case where two calls were missed and subsequently abandoned. I hope this answers your question!
Brandon Tidd
729 Solutions
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