Explore recipe: Percentage of calls answered in more than 30 seconds

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

1. In Explore, click the query () icon.
2. In the Queries library, click New Query.
3. On the Choose a dataset page, click Talk > Calls > Talk: Calls, then click New query. Query builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Inbound calls > Inbound calls, then click Apply.
6. 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.
7. On the Standard calculated metric page, enter a name for your metric like Calls answered after 30 seconds.
8. In the Formula field, enter or paste the following metric:

   IF (([Call direction]="Inbound")
   AND (VALUE(Call wait time (sec)) >= 30))
   THEN [Call ID]
   ENDIF

   Note: 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.
9. In the Metrics panel, click Add.
10. 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.
11. Now, add the percentage detail using a Result metric calculation. From the Result manipulation () menu, click Result metric calculation.
12. From the Result metric calculation page, click Add a new metric.
13. 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) 

    
14. When you are finished, click + Add to add the calculation.
15. 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.
16. 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.