Explore recipe: Declined and missed calls by ticket ID and agent leg

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4 Comments

  • Bobby Quezada

    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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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Bobby, 

    Thanks for reaching out! I've addressed each of your questions below: 

    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!

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  • Jordan Connell

    How do I bring the caller's number into the report? Requester, 'From' (how it is described in my usage summary) etc, don't seem to be available metrics within explore.

    So I have my report, which shows me calls, with Call IDs, filtering for abandoned only in the last 24 hours, and sorting from longest to shortest wait time. I know want to identify the caller, so that our team can call them back. It seems to me that the only way to reconcile data in the report with data from other tables is by downloading the usage report from the history tab and querying each number on there. This surely isn't the only way to do it?

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Jordan,

    You can bring the caller's number on the report by using Call end-user > End user name. You can also check Explore recipe: List of incoming phone numbers by date as a reference.

    All the best

     

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