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 and 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 |
| Voicemails | The total number of calls routed to voicemail. | IF ([Caller routed to voicemail]=TRUE) THEN [Call ID] ENDIF |
| 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 On Hold" )) THEN [Call ID] ENDIF |
| 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 |
| Failed outbound calls | The total number of outbound calls that failed to be completed. | IF ([Call direction]="Outbound" AND [Call completion status]="Failed") 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 On Hold") THEN [Call ID] ENDIF |
| Outbound calls - Daily average | The average number of outbound calls each day. | D_COUNT(Outbound calls)/DCOUNT_VALUES([Call - Date]) |
| Call legs | The total number of call legs. A leg is a segment of a phone call. | [Leg ID] |
| Agent call legs | The total number of agent call legs. These are calls initiated by an agent. | IF ([Leg user type]="Agent" ) THEN [Leg ID] ENDIF |
| End-user call legs | The total number of end user call legs. These are calls initiated by an end user. | IF ([Leg user type]="End-User" ) THEN [Leg ID] ENDIF |
| IVR transitions | The number of steps taken through the IVR menu. | (IVR transitions) |
| Accepted call legs | The number of inbound calls completed by agents. | IF ([Call direction]="Inbound" AND [Leg user type]="Agent" AND [Leg completion status]="Completed") THEN [Call ID] ENDIF |
| Declined call legs | The number of inbound calls an agent declined. | IF ([Call direction]="Inbound" AND [Leg user type]="Agent" AND [Leg completion status]="Agent Declined") THEN [Call ID] ENDIF |
| Missed call legs | The number of inbound calls missed by agents. | IF ([Call direction]="Inbound" AND [Leg user type]="Agent" AND [Leg completion status]="Agent Missed") THEN [Call ID] ENDIF |
| 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. | IF ([Leg user type]="End-User") THEN VALUE(Call raw duration (sec)) ENDIF |
| Call talk time (sec) | The average time in seconds that an end-user spends actually talking with an agent during a call. | IF ([Leg user type]="End-User") THEN VALUE(Call raw talk time (sec)) ENDIF |
| Call wait time (sec) | The average time an end-user spends waiting during a call. | IF ([Leg user type]="End-User") THEN VALUE(Call raw wait time (sec)) ENDIF |
| Call answer time (sec) | The average time an end-user waits for a call to be answered. | IF ([Leg user type]="End-User") THEN VALUE(Call raw answer time (sec)) ENDIF |
| Call IVR time (sec) | The average time an end-user spent in an interactive voice response (IVR) system. | IF ([Leg user type]="End-User") THEN VALUE(Call raw IVR time (sec)) ENDIF |
| Call consultation time (sec) | The average time an agent spends consulting with another agent. | IF ([Leg user type]="End-User") THEN VALUE(Call raw consultation time (sec)) ENDIF |
| Call on-hold time (sec) | By default, gives the average time that end-users spent on-hold. | IF ([Leg user type]="End-User") THEN VALUE(Call raw on-hold time (sec)) ENDIF |
| Call duration (min) | By default, gives the average call duration for the end-user in minutes. | IF ([Leg User Type]="End-User") THEN VALUE(Call raw duration (sec))/60 ENDIF |
| Call talk time (min) | The average time in minutes that an end-user spends actually talking with an agent during a call. | IF ([Leg user type]="End-User") THEN VALUE(Call raw talk time (sec))/60 ENDIF |
| Call wait time (min) | The average time in minutes that end-users spend waiting during a call. | IF ([Leg user type]="End-User") THEN VALUE(Call raw wait time (sec))/60 ENDIF |
| Call answer time (min) | The average time in minutes that end-users spend waiting for their call to be answered. | IF ([Leg user type]="End-User") THEN VALUE(Call raw answer time (sec))/60 ENDIF |
| Call IVR time (min) | The average time in minutes that end-users spend in the interactive voice response (IVR) system. | IF ([Leg user type]="End-User") THEN VALUE(Call raw IVR time (sec))/60 ENDIF |
| Call consultation time (min) | The average time in minutes that agents spend consulting with other agents. | IF ([Leg user type]="End-User") THEN VALUE(Call raw consultation time (sec))/60 ENDIF |
| Call on-hold time (min) | By default, gives the average time that end-users spent on-hold. | IF ([Leg user type]="End-User") THEN VALUE(Call raw on-hold time (sec))/60 ENDIF |
| Call billed time (min) | The number of minutes for which a call incurred a charge. | IF ([Leg user type]="End-User") THEN VALUE(Call raw billed time (min))/60 ENDIF |
| 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 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. | VALUE(Leg duration (sec))/60 |
| Leg talk time (min) | The average time in minutes spent actually talking in a call leg. | VALUE(Leg talk time (sec))/60 |
| Leg consultation time (min) | The average time in minutes when agents consulted with other agents during a call leg. | VALUE(Leg consultation time (sec))/60 |
| Leg on-hold time (min) | The average time in minutes spent on hold in a call leg. | VALUE(Leg on-hold time (sec))/60 |
| Leg wrap-up time (min) | By default, returns the average wrap-up time in seconds. | VALUE(Leg wrap-up time (sec))/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 Talk number | The phone number registered in Zendesk Talk. |
| Call direction | Shows whether the call was inbound or outbound. |
| Call completion status | Indicates how the call was completed, such as by an agent, to voicemail, or abandoned before the call could be completed. |
| Call exceeded queue wait time | Indicates if the customer exceeded the set time limit waiting for the agent in the queue. |
| Call IVR destination group | Destination group for calls coming out of IVR. |
| Call outside business hours | Indicates if the call was outside of business hours. |
| Caller requested voicemail | Indicates if the caller requested to be put through to voicemail. |
| Caller routed to voicemail | Indicates whether the call ended with a voicemail message. |
| Leg ID | The unique ID of the call leg. |
| Leg user 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 instance | The number of each leg associated with the call. |
| 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 consultation initiated by | The ID of the agent who initiated a consultation with another agent. |
| Leg consultation provided by | The ID of the agent who completed a call with the end-user. |
| Leg transferred from | The ID of the agent a transfer came from. |
| Leg transferred to | The ID of the agent a transfer was sent to. |
| 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 agent associated with the call. |
| Call agent role | The role of the agent during the call. |
| Call agent ID | The ID of the agent associated with the call. |
| Call agent email | The email address of the agent associated with the call. |
| Call agent locale | The locale of the agent associated with the call. |
| Call agent status | The Zendesk status of the agent associated with the call. |
| Call agent tags | A list of tags associated with the agent for the call. |
| Call agent time zone | The time zone of the 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. |
| 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 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 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. |
| 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 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. |
22 Comments
Hi there,
Can you please advise how the 'Call Answer Time - sec' metric is calculated. When does the calculation start, does it include recorded message(s) or does it start when an agent answers the call?
Thanks.
Joan
The calculation starts when the call is connected in the system and ends when an agent picks up the call. It does include the recorded message time.
Hello,
I am trying to get calls by hour by day for interval reporting. I have my metric as D_COUNT (Inbound Calls), my column as Call - Hour and my Rows as Ticket Create - Date. I've tried several different configurations.
It is showing a lot of calls during hours that we're not open, and 0 calls during hours that we are open.
Can you help me get number of calls for date/hour?
Hi Dane,
Thanks for your question!
I was able to get a functional report by querying for D_COUNT (inbound calls), with attributes call - hour and call - date in the Talk Dataset.
Remember that calls and tickets are not identical, as one ticket can have multiple call legs -- think about calls with transfers as a good example of a ticket that would have multiple call legs. I'd avoid using ticket created - date as an attribute for the query you are building.
Consider your options for switching the attributes between column and row for getting the data to display the way you want. Don't forget that Explore displays data in UTC time inside the query builder:
https://explore.zendesk.com/hc/en-us/articles/360002099887-Which-time-zone-does-Explore-use-
Your data might look strange at first glance if you haven't factored for timezones.
I hope this helps!
Hi,
Am I able to see the AVG time taken to answer a call by an agent?
We give agents 30 seconds to answer before the call is sent to another agent. We would like to see if folks are answering quickly or taking close to the full 30 seconds.
From what I can find any wait time includes IVR or time spent waiting in the queue. Would we be able to see the data at the agent level if this is possible?
Thanks!
Michael
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!
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?
Is there another way to calculate call billed time? When I use the Call billed time (min) metric my team of 16 agents it shows that they were only billed 7795 minutes for one month. This is what I would expect 2 agents. I would like to be get an accurate count of the number of billed minutes for each agent.
Hi Jason,
Gail from the support team here. There's only one metric for billed time in Explore, but you can add the name of agent to see how the billed time is being distributed using the Leg Agent Name. If there's a discrepancy between the amount of time your team was billed for in your invoices vs what is in Explore for the same time period we would want to dig into examples and take a look at the report. Please don't hesitate to open up a ticket with us if you want look at this more deeply.
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!
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
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!
What is the difference between D_Count and Count? It gives us different numbers sometimes.
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!
Hi Team,
I'm trying to understand the logic behind the way some of the metric formulas as they seem to limit what you can do with the metric.
For instance, the default inbound call metric is calculated as follows:
IF [Call direction]="inbound" THEN [Call ID] ENDIF
but this limits your aggregations to only COUNT or D_COUNT.
If you calculate it as below:
IF [Call direction]="inbound" THEN 1 ELSE 0 ENDIF
you can use SUM to get what D_COUNT go you before, but it also opens up the other aggregations such as AVG, MED, VAR, STD etc.
What's Zendesk's reasoning behind the former approach rather than the latter. Am I missing something completely?
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!
Hi , I want to understand difference between Leg and without leg metrics/attribute , Call Duration ( Sec) and Leg Call duration (sec)
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.
Hello,
I am trying to create a query from the talk dataset that shows not just the callers Name or phone number but the callers Name AND phone number.
From the documentation above, it appears that the End-user name attribute returns the name or the number.
Presumably, that is because by default, when someone calls who is not in the users list already, it shows 'Phone call from: [Their phone number]' but once the user sleeve is updated to show their actual name it just shows the name.
Is there a way to pull the end users phone number so that I can display that in a column as well?
Thanks in advance.
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....
Hello Jay Kershner,
I would suggest sharing this feedback on our Product Feedback forums so our developers can see this and consider this for future updates, announcements, and adding these changes to ou roadmap.
Best regards.
Devan - Community Manager What thread should I post to? Can you point me to a specific one?
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