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.
1 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?
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