What is the difference between calls and call legs?

Return to top

11 Comments

  • Christina Albert

    So the difference between a missed call leg and a declined one is the agent simply didn't pick up rather than physically declining the call, right?

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Christina,
     
    Yes you're correct! A "missed" call is a call that connects to an agent, but the agent doesn't accept or decline before the call returns to the queue. On the other hand, a "declined" call is the total number of incoming calls where an agent clicked Decline in the given time period.
     
    I hope this answer your question. Thank you!
     
    1
  • David Levesque

    If an agent is currently on the line with another caller. Will this create a missed leg? What if the agent hasn't selected available to take new calls after finishing up with someone? 

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi David,

    When an agent is in a call, then they won't get routed with other incoming calls or those that are waiting in queue, so they won't have any missed call legs under their name during the duration of an active call. The same is true when the agent does not switch their status to available after wrapping up a call. Missed call legs will only be counted when a call is actually routed (the Talk console rings on the agent's end) and they fail to pick up the call. 
    1
  • Elaine Vergara

    Hello! What's the difference between completed inbound calls and accepted call legs? 

    1
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Elaine,
     
    The completed inbound calls are in general completed calls. Completed means that the call was successful and the end user was connected with the agent or the call was directed to voicemail or forwarded to an external number. 
     
    And for the accepted call legs, they are only the completed calls routed to agents.
     
    For more information, see the article: Metrics and attributes for Zendesk Talk.
     
    I hope that helps!
     
    0
  • Michele S

    If a call rings to an agent and the individual selects an option for a callback or to leave a voicemail, will this count as a missed call leg for an agent since it technically was offered but not declined or accepted?

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Michelle,

    Yes. This will also fall under the missed call leg.

    Hope this helps.

    0
  • Brieuc Tassel

    Hi all,

    As one incoming call can be missed or declined by multiple support agent and sent back to the queue, how are missed or declined call legs reported? If, for example, we see in the Talk report "5 missed call legs", can it be that actually only one call was missed by multiple agents, or the 5 refers to 5 different calls?

    Thanks for shedding some light on this :)

    0
  • Thomas Lang

    Hello. Looking for a response to Brieuc question as well.

    Why does it show 5 missed call legs under one phone number in the drill in?

     

    0
  • Ronie Ranoy
    Zendesk Customer Care
    Hi Thomas,

    These are specific events that happened in the call cycle from the Agent side. They maybe missed calls, accepted and declined calls by the Agent/s, during a call. In your example there might be multiple miss calls to Agents that happened to 1 call. 
    0

Please sign in to leave a comment.

Powered by Zendesk