In this Explore recipe, you'll learn how to create a report that displays a list of incoming phone numbers through Zendesk Talk by date.
What you'll need
Skill level: Easy
Time required: 15 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- A subscription to Zendesk Talk
Creating the report
To create the report
- In Zendesk Explore, click the reports ( ) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Talk > Talk - Calls, then click Start report. The report builder opens.
- Next, add a metric. A metric is the thing you want to measure, in this case, the number of calls. In the Metrics panel, click Add.
- From the list of metrics, choose Calls > Calls, then click Apply.
- In the Rows section, click Add. From the list of attributes, choose Time - Call started > Call date, then click Apply.
- In the Rows section, click Add. From the list of attributes, choose Call end-user > End user name, then click Apply. The end user name shows the incoming phone number if there’s no name associated with the number.
Explore generates a table of all Talk calls sorted by phone number.
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?
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.
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
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.
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!
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
Great post and thanks for the information! Can you please confirm what it means when the "End-user name" field is empty for a call? For example, after creating this query, I'm seeing a few callers with a completion status of "abandoned in IVR" but a blank "End-user name" column.
Hi William Flaugher,
The end-user name pulled up by Explore Talk reports is the user associated with the phone call at the time the call was received. This means that for the calls listed in the query that don't have End-user name values, the system didn't find a user profile in Zendesk associated with the caller's number at the time the call was made.
Also, you may see, there are some calls in your report with End-user names; this means that at the time the calls were received, there were already existing tickets/profiles associated with the callers' phone numbers.
Thanks for the response, Aubree! Would this essentially mean that the user has never had a completed call in the psat? At what point are user profiles created?
If this is the case, is there any way to know the numbers associated with missed/abandoned calls if a ZD user wasn't created at the time of the call?
Hi William Flaugher,
Appreciate your response. If you see a blank end user name, that means the number is not associated with any user profile of your customers in Support at the time of the call. If a caller was able to complete a call/create a ticket from a phone call, then a user profile would have been automatically created for them, with their number saved as contact information – and the End-user name wouldn't be null or blank when you check the data in Explore.
At the moment, Explore is only able to pull the end user names from saved profiles in Support based on the number associated with the Call-ID. So, I'm afraid it really is not possible in Explore to identify the user or number, at the time the call was made, if the number is not linked to any user profile.
If you need to track it, you may have to get the Call-ID in the Explore report, then manually search for that Call ID through the Talk History dashboard.
This is hilarious. So in reports, we can get email addresses of verified end-users calling, but not their phone number?
Is there really no want in query builder where we can see the phone numbers of abandoned calls by verified end-users?
What are your suggestions on tracking this?
ZENDESK SYSTEM AUTOMATION - while it's not through the explore function, I was able to find a workaround through the Talk History dashboard that Aubree just mentioned. If you go to Settings, click "Talk", click "History", and then click "Export CSV" you will see a full list with phone numbers included, per period.
We had a person claiming to have reached out before with no assistance, so we were able to use this export to determine whether or not this was true. Not an ideal solution, but it got the job done for this specific use case.
Came by this article looking for something else, just want to mention that requester phone numbers are now available in Explore.
Hi Jacob Christensen
Yes! Thanks! But in "Support Dataset" not on "Calls Dataset". And there are some blank "Requester phone number" even though the "phone" field on "Customer Context" is filled.
Unfortunately it is not very reliable and if I want all the other data that the call report gives me I should make two reports and cross them.
I created a webhook:
Then I add a custom text ticket field on ticket form. With a trigger, I fill in this field every time a call ticket is created:
In this way I have the phone number on Explore report.
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