Explore recipe: Inbound calls by wait time

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4 Comments

  • eCampus.com

    How is Not Recorded defined?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Chris Smith,

    In Explore Not Recorded is defined as a metric that doesn't fit within the standard listing of time brackets for wait times. In short, anything call time recorded as zero.

    Best regards. 

    0
  • Dana Coffman

    Where can we get more information about the "Not Recorded"?  We are not able to get the totals to add up to understand what this is truly representing.  Or even the call details so we can see why it is happening.

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  • Dave Dyson
    Zendesk Community Team

    Hi Dana,

    Calls where the customer hung up during the IVR recording, that were never answered or were routed to voicemail will fall under the category of "Not Recorded". I'll see if we can get that information added to our documentation. Sorry for any confusion!

    0

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