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

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  • Lauren Sells

    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.

  • Brett Bowser
    Zendesk Community Team

    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.


  • Jon Braga

    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.

  • Devan - Community Manager
    Zendesk Community Team

    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.

  • Jeremy Clanton

    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?

  • Hannah Meier
    Zendesk team member

    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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