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

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4 Comments

  • Lauren Sells
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    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.

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  • Brett - Community Manager
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    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!

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  • Jon Braga
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    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.

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  • Devan
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    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.

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