Explore recipe: List of incoming phone numbers by date

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6 Comments

  • Allison Ramsey-Henry

    What if a phone number is associated with a name?  Is there a way to get a report that just shows a list of the calls? 

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Allison,

    Unfortunately, the only available option to show the caller phone number on the report is by adding the filter or attribute caller name. If the caller is a verified user or the ticket title is changed, the number will no longer appear on the report.

     

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  • Allison Ramsey-Henry

    So you are saying there is no way to access the list of calls that underlies the summary statistics shown on the dashboard?

    For example, if I have 10 abandoned calls this month and I want to see who they came from, is there any way to access that?

    Thanks for your help, Allison

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Allison,

    You can view in-depth details of your calls and Talk performance on your Talk Dashboard. More information can be found on Analyzing call activity with the Talk dashboard.

    You can also create a query for abandoned calls in Explore, they will be filtered via ticket id and you need to open the ticket to see the phone number. 

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  • Allison Ramsey-Henry

    Thanks for getting back to me so fast.

    1. That article does not include information on how to see a list of calls, or a list of the calls summarized by a given statistic. All data in that view is summary. I could not, for example, see what calls were abandoned. I could only see that there were 3 abandoned calls today.

    2. The Talk dashboard only includes live same-day data, it does not provide historical information. I could not, for example, get a list of all numbers that abandoned a call or all numbers that left a voicemail this month. 

    How can I get this data?  Thank you!

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Allison,

    If you would like to access more details about your Talk Reports, you can also view it under the prebuilt Talk dashboard in Explore. Moreover, you can also create your own queries and dashboard base on the data that you would like to use. In creating your report, the following article will be a good guide companion.

    Metrics and attributes for Zendesk Talk
    Reporting on calls with Explore
    Explore recipes reference for Zendesk Talk

     

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