Metrics and attributes for Zendesk Talk

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55 Comments

  • Kevin Witt

    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?

    2
  • Lucinda G.

    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?  

    1
  • Brandon Tidd
    Community Moderator

    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.

    Call type The type of call. Values are Callback, Forwarded, Overflow, Regular, Text back, and Voicemail.

    Glad to see you're on the right path!

    1
  • Molekule

    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....

    1
  • Rob Stack
    Zendesk Documentation Team

    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!

    1
  • Jeremy Clanton

    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?

    1
  • Brandon Tidd
    Community Moderator

    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: 

    AVG(Leg duration (sec))-(AVG(Leg talk time (sec))+AVG(Leg on-hold time (sec))+AVG(Leg wrap-up time (sec)))

    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

    1
  • Wolf Hilbl

    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

    1
  • Brandon

    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!

    0
  • Lisa Etienne

    Hi,

    Is there a metric that can show the number of rings before a call is abandoned?  Thanks!

    0
  • Jeremy Sims

    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

    0
  • Katie Meek

    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.

    0
  • Sarah Sabater

    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. 

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  • Jeremy Clanton

    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.

    0
  • Andy Merrick

    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!

    0
  • Grant Thompson

    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 

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  • Akhter, Shahroze

    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.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Kristel Kos you can do this from the display format menu under Chart configuration. See the screenshot below for help.

    0
  • Brandon Tidd
    Community Moderator

    Correct!  With no voicemails there won't be anything to skew your data.

    0
  • Devan - Community Manager
    Zendesk Community Team

    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. 

    0
  • Brandon Tidd
    Community Moderator

    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

    0
  • Mohammad ShabbirTaibani

    Hi , I want to understand difference between Leg and without leg metrics/attribute , Call Duration ( Sec) and Leg Call duration (sec)

    0
  • Cyn Armistead

    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!

    0
  • Brandon Tidd
    Community Moderator

    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.

    0
  • Devan - Community Manager
    Zendesk Community Team

    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!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

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  • Sarah S

    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?

    0
  • Taylor Bowser
    Zendesk Customer Advocate

    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!

     

     

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  • Gentry Geissler
    Zendesk Team Member

    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!

    0
  • Katie Dougherty
    Zendesk Community Team

    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! 

    0
  • Brandon Tidd
    Community Moderator

    Hi Brandon, It's Brandon!

    Great Question.  Here's what we know:

    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
    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.

    Meanwhile:

    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
    Call completion status Indicates how the call was completed. Values are Abandoned in IVRAbandoned in queueAbandoned in voicemailAbandoned in on-holdCompleted, and Not answeredCompleted 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.

    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

    0

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