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Analyzing call activity with the Talk dashboard



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Rob Stack

Zendesk Documentation Team

Edited Jan 13, 2025


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7 comments

Hello. When will there be a historization of these data to be able to consult them in Explore?

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Hello! I want to be able to see the information in real-time per agent. 

 

- Amount of calls in queue total and per agent.

- Status and time spent in this status 

- Previous Status and time spent in this status 

- Total amount of declined and missed by agent calls this day when Active 

 

How can I modify the dashboard to be able to see this data? 

 

 

 

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I need to be about to view a list of the calls that make up a given statistic.  For example, if there were 3 abandoned calls how do I find out what 3 calls those were (what number called in)?   

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Are call back included in the Incoming and Call Answered metrics? 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Wendi Mills,

 

It would be under Inbound calls for in which the callback feature was used. It would also have it's own metric in Explore which you can check out here: Explore recipe: Reporting on successful and unsuccessful callbacks 

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Hi, 

is it possible to set up a dashboard for the agents, where they only see their own call activity and their coworkers' activity is hidden? 

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Neil

Zendesk Customer Care

Hi Juliana,
 
The Talk dashboard cannot be configured in such a way, your next best choice would be to use Explore. You can create a report for the agents and give them viewing access.

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