Analyzing call activity with the Talk dashboard

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5 Comments

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

    3
  • 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? 

     

     

     

    4
  • 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)?   

    0
  • Wendi Mills

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

    0
  • 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 

    0

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