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.
For more information, see the article: What do the statuses of Zendesk Talk mean?
4 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!
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