What is a non-answered call?

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4 Comments

  • Bruno Menezes

    Hi Taylor,

    Do these non-answered calls generate tickets in Zendesk?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Bruno,
     
    No, tickets will not be generated from "non-answered calls" as defined here.
    0
  • eCampus.com

    Is there a way to determine if the "non-answered calls" were outbound or inbound?

    0
  • Jason Schaeffer
    Zendesk Customer Care
    Hi Chris,

    non-answered calls are calls not answered by the agent or customer. This can be an outbound or inbound call. It can be simply a failed outbound call, or a call missed by an agent. 

    As for determining which would be the case in any given call, since they do not create a ticket in Zendesk, you would have to look at the call history itself to determine the type of call. 
     
    There is more information on that below:
     
    Viewing-your-Zendesk-Talk-usage-and-credit-history
     
    I hope that helps!
     
     
    0

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