What does the metric non-answered calls actually mean? Can you please share some examples?
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?
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:
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?
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
Hello. We have a couple of examples of calls that were abandoned in on-hold (we know because a ticket was created and there is a recording). However, on reporting it has the call status as 'abandoned in queue'.
How does the system determine these statuses, that might cause it to be incorrect?
By default, tickets aren't created for abandoned calls. However, you can choose to enable ticket creation for abandoned calls for each of your individual numbers. Article about this - https://support.zendesk.com/hc/en-us/articles/4408823877146
When this setting is enabled, calls that are abandoned in the queue, in voicemail, or in IVR result in a created ticket, as long as a callback number is available. In cases where the caller is identified as "unknown", no ticket is created. You can see the statuses of Talk here - https://support.zendesk.com/hc/en-us/articles/4408881766938-What-do-the-statuses-of-Zendesk-Talk-mean-
Hope it helps
Hello Viktor. Thanks for taking the time to respond, it is much appreciated, however I don't think I explained my issue very well. We are seeing calls that were definitely NOT abandoned - i.e. the agent answered the call, and had a several minutes long conversation with the caller before ending the call. Yet, on Explore reporting, it shows the ticket x and call completion status 'abandoned in the queue'. We only found a few like this, but wondering why a completed call would be reported as abandoned when it wasn't.
Thanks for the clarification. It means that for some reason the calls were in the queue. For more info - Zendesk Talk dashboard metrics reference
Your customer talking with one agent. And after a while, the customer asked your agent to transfer the call to another agent (or the agent suggest to transfer the call to another specialist). That means that your client back waiting in the queue again one more time. And for some reason, the customer hung up there.
Hope it clarifies,
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