Announcing improved Talk reporting in Explore

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4 Comments

  • Montana

    We're excited about these changes to call reporting! We're having extremely high call volumes at this time, and currently we're seeing a large amount of calls that are getting reporting in the "not answered" status as opposed to the many different "abandon" statuses we're used to seeing. Especially outside of business hours (VMs off) we get a very high amount of calls being reported in this category. Is there any clarity on what this might mean outside of the brief definition offered in this article? Is this now the status for people who hit the VM greeting but don't leave a VM (because VMs are off?) and instead of being "abandoned" they are now "not answered"? Would this also be for expired callback requests and people who time-out in the queue once they hit the max wait time? 

    Also, the user community link at the end of the article links to a 404 Page Does Not Exist page :) 

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  • Rob Stack
    Zendesk Documentation Team

    Hi Montana, thanks for the comment. 

    Firstly, thanks for pointing out the broken link. I've just fixed that :-) 

    For your question, I'd like to make sure that we can get someone on the product team to dig into this and give you the detailed answer you need. I'm going to route your question into a ticket. I'll CC myself on the ticket and make any necessary documentation updates afterwards. I hope this helps and thanks again!

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  • Montana

    I see the ticket created, thanks Rob Stack!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Montana sorry for the delay replying. The team have done a number of tests with this and confirmed that the "not answered" status means that the caller had no talk time with the agent. This would also apply to an expired callback request again, as no talk with the agent actually occurred.

    Abandoned usually means that there was at least some talk time before the call ended.

    I hope this helps and thanks!

     

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