Metrics and attributes for Zendesk Talk

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10 Comments

  • Joan Ling

    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

     

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  • Patrick Bosmans

    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.

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  • Dane Berry

    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?

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  • Joe Beaudoin

    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!

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  • Michael S.

    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

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  • Gentry Geissler

    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!

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  • 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?

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  • Jason Smith

    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.

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  • Gail Leinweber

    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.

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  • 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!

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