Question
What does the metric non-answered calls actually mean? Can you please share some examples?
Answer
The article on Zendesk Talk Metrics describes non-answered calls as the calls during which the end-user wasn’t connected with an agent, voicemail, or external number and didn't abandon the call in one of the defined calls stages.
In other words, 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. Some other examples include:
- Pending voicemails: those that were not completed, with no message.
- Failed calls: due to connection failure, the incorrect phone number, or simply disconnected before it is answered.
Note: Non-answered calls can include both inside and outside business hours.
For more information, see the article: What do the statuses of Zendesk Talk mean?
6 Comments
Hi Taylor,
Do these non-answered calls generate tickets in Zendesk?
No, tickets will not be generated from "non-answered calls" as defined here.
Is there a way to determine if the "non-answered calls" were outbound or inbound?
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!
How is a "non-answered call" not an abandoned call? I can see non-answered in the context of an outbound call, but if someone is on hold waiting for an agent and hangs up or is disconnected, would that not be considered abandoned?
Hello Jack,
If the user was on-hold and disconnects, that should be an "abandoned call" in Explore as it is one of the call stages mentioned below:
Reference: Metrics and attributes for Zendesk Talk
Please sign in to leave a comment.