Explore recipe: Reporting on successful and unsuccessful callbacks

In this Explore recipe, you'll learn how to create a query that allows you to easily track successful and unsuccessful callback requests. The metric Callback calls lets you report on callbacks. If you want to distinguish successful callbacks from unsuccessful callbacks in Explore, create two standard calculated metrics.

What you'll need

Skill level: Advanced

Time required: 20 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• A subscription to Zendesk Talk

Creating the query

To create the query

1. In Zendesk Explore, click the query ( ) icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Talk > Calls > Talk: Calls, then click New query. Query builder opens.
4. Next, open the calculations menu (), then click Standard calculated metric.
5. On the Standard calculated metric page, name the new metric Successful callbacks.
6. In the formula field, enter or paste the following formula:
   

   IF ([Call type]="Callback" AND [Call completion status]="Completed")
   THEN [Call ID] 
   ENDIF

   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.

   
7. When you are finished, click Save.
8. Create a second calculated metric for unsuccessful callbacks. Open the calculations menu (), then click Standard calculated metric.
9. On the Standard calculated metric page, name the new metric Unsuccessful callbacks.
10. In the formula field, enter or paste the following formula:
    

    IF ([Call type]="Callback" AND [Call completion status]!="Completed")
    THEN [Call ID] 
    ENDIF

    
11. When you are finished, click Save.
12. Under Metrics, click Add >> Calculated metrics and select the two recently created metrics.
13.  

The standard calculated metrics give you the option to add the results alongside other metrics. If you want to be able to filter this information, then create a standard calculated attribute.

To create the standard calculated attribute

1. In Query builder, with the same query opened, open the calculations menu (), then click Standard calculated attribute.
2. On the Standard calculated attribute page, name the new metric Successful and unsuccessful callbacks.
3. In the formula field, enter or paste the following formula:
   

   IF ([Call type]="Callback" AND [Call completion status]="Completed")
   THEN "Succesfull"
   ELIF ([Call type]="Callback" AND [Call completion status]!="Completed")
   THEN "Unsuccesfull"
   ELSE "Not a callback"
   ENDIF

   
4. When you are finished, click Save.