As promised, we’re very excited to announce the second part of the call quality release. Call quality reporting is now generally available for Zendesk Talk Professional and Enterprise customers.
Following on from the release of Call Quality Notifications for Zendesk Talk agents, this release is designed for Zendesk Talk admins to help them understand and report on their contact center call quality.
Call quality data will now be available in both incremental calls export and incremental call legs export APIs for every call soon after the call ends. Here is the link to the APIs.
Admins can generate reports on several use-cases like:
- Was the call quality issue on the side of the agent or on the side of the caller?
- Which agents are facing the most issues with call quality?