Metrics and attributes for Zendesk Talk

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50 Comments

  • 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?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Jeremy Clanton,

    These errors could be due to a few things, but I don't believe this is due to the reporting you set up. It is not uncommon that these errors are the result of a customer's provider experiencing an error or often due to a carrier not allowing the recording to take place. I would suggest trying to isolate which customers this is happening with to determine if indeed a customer or carrier is causing these errors. 

    Best regards. 

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  • Akhter, Shahroze

    Hi Devan - Community Manager, What's the difference between a leg talk time and the call talk time? I understand agent leg is part of the call where an agent talks to a customer and if the call is transferred to another agent than after transfer the call becomes part of the second agent's call leg But if we aren't doing transfers or consult should the call talk time and leg talk time be same? If not what's the difference in both?

    Also i need to create an AHT report for agents, which would calculate the AHT based on talk time wait time and wrap time. so should i use leg talk time or call talk time?

    This is the leg talk time average

    and this is the talk time for the same period. 

    Thanks!

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  • Brandon Tidd
    Community Moderator

    Hi Akhter, Shahroze -

    Call talk time is defined as the average time that an end-user spends actually talking with an agent during a call 

    Leg talk time is defined as the average time spent actually talking in a call leg, which is from the agent's side.

    My guess without getting under the hood is that you're agents are right on the cusp (probably around 7:30) and the call talk time number is counting the extra couple of seconds that the end-user connects to an agent, and then rounding up to the next full minute.

    For agent AHT, I would use the leg talk time as that will be more accurate in this case.  Hope this helps!

    Brandon

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  • Akhter, Shahroze

    Hi @Brandon Tidd ,

    Thank you for this.

    I was working on AHT and this is the formula i created

    (SUM(Leg talk time (sec)) + SUM(Leg on-hold time (sec)) + SUM(Leg wrap-up time (sec))) / (COUNT(Inbound calls)+ COUNT(Outbound calls))

    and i included only the completed calls from "call completion status" filter. Would that calculate the AHT?

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  • 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!

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  • Akhter, Shahroze

    Hi @Brandon Tidd Thank you so much for the prompt response! :)

    We already have turned off voicemails so i think they shouldn't be included anyways right?

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  • Brandon Tidd
    Community Moderator

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

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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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  • Brandon Tidd
    Community Moderator

    Great Question!  DCOUNT stands for distinct count and I find it to be the more accurate number in most cases.

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  • Akhter, Shahroze

    So DCount would show distinct calls and Count would show all, so for AHT Count would give more accurate result since i already have the filter in place for "completed calls" so i would need all completed calls that have agent talk time even if they are duplicate, what do you suggest?

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  • 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.

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  • 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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  • Brett Bowser
    Zendesk Community Team

    Hey Grant,

    It looks like you haven't received a response on this post. Were you able to get the report you were looking for set up? You may want to take a look at our Explore recipe: Configuring clickable links to tickets which should help with setting up clickable ticket ID's in Explore.

    I hope this points you in the right direction!

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  • Jeremy Clanton

    I need the same thing as Michael S. above.

     

    My agents get 30 seconds to answer, I want to know how much of that 30 seconds is used by each agent (wait time without including queue time)

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  • 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! 

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  • 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

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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.

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  • Ralph Villarina

    How do I get the total calls for each month? I cant seem to find early months on my explore

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  • 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

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