Explore recipe: Reporting on successful and unsuccessful callbacks

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5 Comments

  • Matt Taylor

    Is this article still accurate in re: the Ability to Report on Call Backs via Explore?

    I noticed in explore, Talk:Call dataset I am able to filter by Call Type = Call Back.

    1
  • Ricardo
    Zendesk Community Team

    Hello Matt Taylor. You are right. The article was outdated. I made some changes to the article. Let me know if you have any questions.

    1
  • Matt Taylor

    Great thank you Ricardo!

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  • Robert Ryan

    Ricardo, how would I measure the time it takes to return a callback request within Zendesk Expore in the Talk dataset?

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  • Eric G. Gao
    Zendesk team member

    Hi Robert,

    At this moment there is not a default metric that can report on the callback wait time in Explore. That said, we are actively looking into ways to expand on the Talk dataset and hoping to incorporate additional metrics and attributes in future updates.

    Warm Regards,

    Eric G. Gao | Technical Support Architect | Zendesk

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