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

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.

1. In Zendesk Explore, click the query ( ) icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Talk > Calls >Talk: Calls [default] dataset, then click New query. Query builder opens.
4. Next, 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.
5. From the list of metrics, choose Call routing to agents > Declined call legs and Missed call legs, then click Apply. 
6. 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.
7. 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.
8. You'll see something resembling the following table: 
9. To show only calls with a leg completion status of Missed and Declined, click the Leg completion status attribute you just added, select only Agent missed and Agent declined, then click Apply.
10. The query was, by default named New query. Click the New query text and replace it with a title of your own.
11. Finally, click Save.