This Explore recipe shows you how to create a report that provides a quick way to see the list of tickets where the agent missed a call routing and or declined calls.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
Use the following steps to create this report in Explore.
- 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 declined and missed calls by agents. In the Metrics section, click Add.
- From the list of metrics, choose Call routing to agents > Declined call legs and Missed call legs, then click Apply.
- Next, add the two attributes that will break down the number of tickets by assigned agent, and ticket channel. In the Rows section, click Add.
- From the list of attributes, choose the following: Ticket > Ticket ID, Call leg agent > Leg agent name, Time - Leg started > Leg - Timestamp, and Call leg > Leg completion status, then click Apply.
- You'll see something resembling the following table:
- To show only calls with a leg completion status of Missed and Declined, click the Leg completion status attribute you just added, select only Agent missed and Agent declined, then click Apply.
- The report was by default named New report. Click the New report text and replace it with a title of your own.
- Finally, click Save.
Thanks for reaching out! I've addressed each of your questions below:
Can you let me know if we should be using count or d count?
COUNT returns the number of values while D_COUNT will return the number of unique values. You could use either aggregators in this case as the Leg ID will always be a unique value so both should return the same number.
What is the difference between COUNT and D_COUNT?
Does a blank ticket id or blank leg agent name indicate a call that did not generate a ticket?
A blank ticket ID could mean that the call did not create a ticket or the ticket has since been deleted.
A blank leg agent name usually indicates that the leg ID of the same line was associated with the customer, and not an agent. You can exclude these blank values by filtering the leg agent name attribute to exclude NULL.
Also, is there a way to display if the call missed was due to system issues?
Unfortunately, there is not a native attribute that will indicate why an agent missed a call.
Hope this helps!
How do I bring the caller's number into the report? Requester, 'From' (how it is described in my usage summary) etc, don't seem to be available metrics within explore.
So I have my report, which shows me calls, with Call IDs, filtering for abandoned only in the last 24 hours, and sorting from longest to shortest wait time. I know want to identify the caller, so that our team can call them back. It seems to me that the only way to reconcile data in the report with data from other tables is by downloading the usage report from the history tab and querying each number on there. This surely isn't the only way to do it?
You can bring the caller's number on the report by using Call end-user > End user name. You can also check Explore recipe: List of incoming phone numbers by date as a reference.
All the best
Thanks for the really helpful guide. However - when I run this report, I am missing data from the Ticket ID and Leg agent names columns, and in the Leg completed status column I am seeing 'Completed' values only. Can you advise what's gone wrong here? Thanks
I ran the query in my test account without adding any filters and I can see how at first it may look like the values for ticket ID and leg agent name would be blank:
It's possible that the first legs that you are seeing are associated with end-users that didn't generate a ticket or if the tickets generated by these calls are already archived. If you'd like to exclude these from your report, you can add a filter to the Ticket ID and go to Excluded, then select NULL:
You can also do the same for Leg completion status attribute. There's a big chance that there are other values here other than 'Completed', but they could be a bit more difficult to find due to the number of all the Completed legs. You can filter the Leg completion status to only include values other than Completed to se them in the report.
This is completely optional, but one way to check this would be to add another attribute under row named Call ID
And you can then find more details using these IDs by following the steps in this article - Viewing your Zendesk Talk usage and credit history
Is there any way to filter and just pull from the last 30 days?
As this recipe already uses the Time - Leg started > Leg - Timestamp attribute added in the Rows section of the report, you can click on this attribute in the report > click on the Edit date ranges button > then choose a Date range either from the Simple tab or from the Advanced tab for your preferred.
More information can be found in the article Editing dates and date ranges. Hope this helps!
Is there a way to tell how long it rang to the agent that missed the call?
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