Analyzing your Talk activity

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  • Mike Nicholls

    Hi there,

    Under the Efficiency tab -> Calls by talk time brackets report there is a metric labeled 'not recored',

    My question is what falls under not recored ? Is this time spent on a call but not talking eg on hold, ringing ?

    Thank you.

  • Elaine
    Zendesk Customer Care
    Hi Mike,
    The calls that fall under the "Not recorded" bracket in the Calls by talk time brackets are Abandoned calls, Voicemails and Not answered calls.
    Here is a sample query that you can use on your end to check which calls are considered "Not recorded":

    Please note that even though Voicemails have a Call completion status of Completed, Voicemails generally do not have a Call talk time as it was never actually connected to a Talk agent.
    The Call talk time metric from the article Metrics and attributes for Zendesk Talk has the definition:

    You can also make use of the article above for definitions of other metrics and attributes available for Zendesk Talk. Hope this helps! Stay safe! (:

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