In this recipe, you'll learn how to create a query that shows the number of calls that took longer than 30 seconds to answer, and show the percentage of calls in this category.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- A subscription to Zendesk Talk
Creating the query
To create the query
- In Explore, click the query (
) icon.
- In the Queries library, click New Query.
- On the Choose a dataset page, click Talk > Calls > Talk: Calls, then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Inbound calls > Inbound calls, then click Apply.
- Now, you'll create a custom Standard calculated metric to calculate the number of calls that were answered after 30 seconds. From the Calculations (
) menu, click Standard calculated metric.
- On the Standard calculated metric page, enter a name for your metric like Calls answered after 30 seconds.
-
In the Formula field, enter or paste the following metric:
IF (([Call direction]="Inbound")
AND (VALUE(Call wait time (sec)) >= 30))
THEN [Call ID]
ENDIFNote: The call wait time metric records the duration between the time an end-user left the IVR and was answered by an agent. If you would like to include the time the end-user spent in the IVR as well, you can use the Call answer time metric instead.Your standard calculated metric will look like the following screenshot:
Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > Calls answered after 30 seconds (the metric you just created). Ensure the metric aggregator is set to D_COUNT. For more information, see Choosing metric aggregators.
- Now, add the percentage detail using a Result metric calculation. From the Result manipulation (
) menu, click Result metric calculation.
- From the Result metric calculation page, click Add a new metric.
- Enter the formula below. You must select your metrics and functions from the dropdown list next to Insert:
D_COUNT(Calls answered after 30 seconds)/D_COUNT(Inbound calls)
- When you are finished, click + Add to add the calculation.
- The final step is to edit the query to show the new calculation in a percentage format. From the Chart configuration (
) menu, click Display format.
- On the Display format page, change the calculation metric to display in %.
The query is complete. See the screenshot below for an example of how it will look.
If the chart doesn't appear as a table, from the visualization type menu (), click Table.
You can use date attributes in this report if you want to filter the results by a specific date range. Check out Editing dates and date ranges for more information.
6 Comments
How do I get this % Breached stat showing as a KPI so I can have it as a basic stat on my dashboard?
Every time I click KPI it renders incorrectly.
Hey Lauren,
There should be a KPI Visualization option you can use when creating your query. Check out the following article for more information: Chart types for comparing metrics
Let me know if you run into any issues as I'll be happy to assist further.
Cheers!
Is this measurement start when the caller is placed in queue, or when the call is first connected? I would hope the later but last week we changed our greeting message (it is longer now) and most of our calls are out of compliance to this target. Before we had 80% answered within target, after the change we are in single digits.
Hello Jon Braga,
The way Explore calculates this out is when the call is connected in the system and ends when an agent picks up the call. It does include the recorded message time. The article listed below goes into further detail on how these metrics work via Explore. Let us know if there is anything we can solve for you.
Metrics and attributes for Zendesk Talk
Best regards.
I have the same issue as Lauren above. The issue is not getting the percentage to display for me, I want the percentage to display not as a difference. What I mean is let's say I have 2 metrics
85 and 100
the kpi percentage will display when set up according to the guide displays the difference, so (15%-). I want it to show 85%, how would that be done?
Hello Jeremy,
You can get the KPI to show the percentage by using a result metric calculation to calculate the percentage and clearing the used metrics so only the percentage calculation shows.
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