This Explore recipe shows you how to create a report that provides a quick way to see the list of tickets where the agent missed a call routing and or declined calls.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
Use the following steps to create this report in Explore.
- In Zendesk Explore, click the query (
) icon. - In the Queries library, click New query.
- On the Choose a dataset page, click Talk > Calls >Talk: Calls[default] dataset, then click New query. Query builder opens.
- Next, you need to add a metric. A metric is the thing you want to measure, in this case, the number of declined and missed calls by agents. In the Metrics section, click Add.
- From the list of metrics, choose Call routing to agents > Declined call legs and Missed call legs, then click Apply.
- Next, add the two attributes that will break down the number of tickets by assigned agent, and ticket channel. In the Rows section, click Add.
- From the list of attributes, choose the following: Ticket > Ticket ID, Call leg agent > Leg agent name, Time - Leg started > Leg - Timestamp, and Call leg > Leg completion status, then click Apply.
-
You'll see something resembling the following table:
- The query was, by default named New query. Click the New query text and replace it with a title of your own.
- Finally, click Save.
4 Comments
The instructions above seem to give me a list of all calls in every leg completion status. Do I need to add any filtering even if we used the missed call and declined call metrics?
Can you let me know if we should be using count or d count?
Does a blank ticket id or blank leg agent name indicate a call that did not generate a ticket?
Also, is there a way to display if the call missed was due to system issues?
Hi Bobby,
Thanks for reaching out! I've addressed each of your questions below:
Do I need to add any filtering even if we used the missed call and declined call metrics?
Yes, you will still need to apply a metric filter by going to result manipulation>>metric filter and toggling this setting to exclude 0 values.
Can you let me know if we should be using count or d count?
COUNT returns the number of values while D_COUNT will return the number of unique values. You could use either aggregators in this case as the Leg ID will always be a unique value so both should return the same number.
What is the difference between COUNT and D_COUNT?
Does a blank ticket id or blank leg agent name indicate a call that did not generate a ticket?
A blank ticket ID could mean that the call did not create a ticket or the ticket has since been deleted.
A blank leg agent name usually indicates that the leg ID of the same line was associated with the customer, and not an agent. You can exclude these blank values by filtering the leg agent name attribute to exclude NULL.
Also, is there a way to display if the call missed was due to system issues?
Unfortunately, there is not a native attribute that will indicate why an agent missed a call.
Hope this helps!
Hey there - I can't figure out how to exclude zero values. Every time I manipulate the Slider it doesnt work & stops displaying values. Also how come there are multiple values displayed for one ticket? Can you add a step by step on excluding zero values?
Hey Sonya,
If you'd like to exclude zero values then you can do so by going to Result Manipulation > Select Metric filter then you can adjust the value by moving the slider which it sounds like you've already done so.
Each metric in the query will have this option/slider however please note that if you decide to adjust the values for multiple metrics. The way the query aggregates the results will be determined by the looking at the value for both metric results against each row. In the case of this recipe as an example; if one row returns 1 for the "Declined call legs" metric but the "Missed call legs" returns 0 then the query would not show this row altogether. In essence the metric filters work together as an 'AND' function.
When I tried to replicate this query in my own test account I too was observing this result due to the metric filter logic I mentioned above. I had no tickets which had calls that was a declined call leg and missed call leg as this technically isn't possible.
You might also see multiple rows for the same Ticket ID due to the various call legs (caller and or agent) that can make up the entire call itself which is the way that Zendesk Talk works currently by design.
Hope that helps to explain what you're observing!
Best regards,
Nhia.
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