In this Explore recipe, you'll learn how to create a report that shows you the number of calls you've had from each of your Talk numbers and the ticket ID for each call.
What you'll need
Skill level: Easy
Time Required: 10 mins
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- A subscription to Zendesk Talk
How to create the report in Explore
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. In the Metrics panel, click Add.
- From the list of metrics, choose Calls > Calls, then click Apply.
- Next, add the attribute that will break down the number of calls by phone number. In the Rows section, click Add.
- From the list of attributes, choose Call > Call Talk number, then click Apply.
- In the Rows section, click Add and choose Ticket > Ticket ID, then click Apply.
Explore generates a table of all Talk calls sorted by phone number.
If you want to filter the calls received to a specific number, click the Call Talk number attribute and choose the preferred number.
Could you please clarify why "Ticket ID" is sometimes blank in the example?
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.
Is there a way to change the Call Talk Number to show by nickname instead of just the number?
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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