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Explore recipe: Reporting on calls received per Talk number



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Ricardo Pinto

Zendesk Digital Resources Team

Edited Jun 21, 2024


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4 comments

Hello, 

Could you please clarify why "Ticket ID" is sometimes blank in the example? 

Thank you, 

Rgds

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Gab Guinto

Zendesk Customer Care

Hello,
 
Calls/Call IDs that doesn't display a corresponding ticket ID in reports are those that didn't create a ticket such as when the user abandons a call while in queue. If you want to check where these calls came from, you filter your report to show only those with null Ticket ID and then slice the query by Call completion status.

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Is there a way to change the Call Talk Number to show by nickname instead of just the number? 

Thank you. 

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Gab Guinto

Zendesk Customer Care

Hi Robert,

There's no default attribute for displaying the nicknames of your Talk lines. A workaround is to create a Renamed set for the attribute Call Talk number. Example:

You can then use this renamed set in place of the native Talk number attribute in your reports.

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