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

Return to top
Have more questions? Submit a request

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? 

     

    0
  • Taylor Bowser
    Zendesk Customer Advocate

    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!

    0
  • Sonya Zhong

    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?

    0
  • Nhia Lor
    Zendesk team member

    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.

    0

Please sign in to leave a comment.

Powered by Zendesk