Analyzing call activity with the Talk dashboard

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  • API System

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

  • Sara

    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? 




  • Allison Ramsey-Henry

    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)?   

  • Wendi Mills

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

  • Dainne Lucena
    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 

  • Juliana Sisalem


    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? 

  • 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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