Reviewing Talk usage charges

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8 Comments

  • Christoph Kutz

    Hi,

    we are on Talk Enterprise Plan and I cannot see the new tab "Usage Charges".

    Is this already rolled out on all pods?

    1
  • Martin Holmes
    Zendesk Product Manager

    Hi Rosebeth, 

     

    We will be adding the Call Summary csv file to the list of csv files that can be downloaded from the Usage Charges page before the History page is retired. So you will continue to have access to Ticket ID, Call Status and Agent Name in this csv file. 

     

    Thanks,

    Martin

     

     

    1
  • Phil Montanez

    Hello, 

    I wanted to follow up on the above comment on being able to download the Call Summary CSV file to the Usage Charges page. is that still slated to happen before the page is retired?

    Thanks, 

    Phil 

    1
  • Martin Holmes
    Zendesk Product Manager

    Hi Christoph, 

    You may need to do a refresh in order to see the new Usage Charges page. If you still experience issues, please open a ticket and we will look into it ASAP. 

     

    Thanks,

    Martin 

    1
  • Per Granqvist

    The call status isn't showing in the CSV report downloaded from the Usage charges tab. Is this something that's still being worked on?

    0
  • Malinda
    Zendesk Customer Advocate

    Hi Per,

    I recommend sharing that product feedback in our Feedback on Talk Community: Talk Product Feedback.

    In the meantime, you can export a CSV report with the call completion status on Explore. You can use the Talk metrics and attributes listed in this article to create the Explore query: Reporting on Calls in Explore.

    I hope that helps!

    Malinda - Customer Advocate

    Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

    0
  • Martin Holmes
    Zendesk Product Manager

    Hi Phil, 

    You can continue to export the Call Summary CSV from the History page for now. We will move that specific CSV over to the Usage Charges page in the next couple of months. We will make make an announcement once it's ready so you can update your reporting process. 

     

    Thanks,

    Martin 

     

     

     

    0
  • Rosebeth

    Hello, 

     

    Could you please advise how can I can download  the call details once history is retired? I have tried downloading Talk Usage Charges but Calls and transcriptions doesn't show Ticket ID, Call Status, Agent Name etc. 

     

    Thanks, 
    Rosebeth 

    0

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