Metrics and attributes for Zendesk Talk

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28 Comments

  • Joan Ling
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    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
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    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
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    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
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    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.
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    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
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    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
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    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
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    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 L
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    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
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    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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  • Wolf Hilbl
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    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

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  • Andy Merrick
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    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!

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  • Heather Rommel
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    What is the difference between D_Count and Count? It gives us different numbers sometimes.

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  • Rob Stack
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    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!

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  • Dylan Cunniffe
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    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?

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

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  • Devan
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    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. 

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  • Mark
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    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.

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  • Jay Kershner
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    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....

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  • Devan
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    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. 

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  • Jay Kershner
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    Devan  What thread should I post to?  Can you point me to a specific one?

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  • Kristel Kos
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    Hi, i'm using the metrics for Call duration (min) and Call talk time (min)

    The format is eg. 7 min. How can i change this to 7,5 min?

     

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

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  • Devan
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    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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  • Duggan Everage
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    Hello!

    How are leg agents assigned on calls that end with voicemails? If I break down COUNT(Voicemails) by Leg Agent Name, I am able to see how many voicemails were assigned to each leg agent, but that doesn't make sense since there was no agent who spoke with the end user on these calls.

    Thanks!

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  • Lisa Etienne
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    Hi,

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

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  • Sarah S
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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?

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