Analyzing your Talk activity

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24 Comments

  • 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.

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  • 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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  • Katie Meek

    Is there a report or query I can build that will show me historically how much time my agents spent with their phone set to available?  We get a large number of inbound calls and I'm having difficulty teasing out if they are going to voicemail because no one is available or because the end user is selecting that IVR option.

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  • Dave Dyson
    Hi Katie, 
     
    I think the Talk Dashboard is the best place to see that currently. However, other users have requested this information be added to Explore and it's something our product team is looking into -- follow Zendesk Talk: Allow Reporting on Agent Availability
    for more information as it's available. Thanks!
     
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  • Gerardo

    Hi, 

     

    What does Not answered calls mean?

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  • Dave Dyson
    Hi Gerardo, 
     
    Non-answered calls are defined as: "The number of calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't abandon the call in one of the defined call stages."  Metrics and attributes for Zendesk Talk

     

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  • Kian Yuen Wong

    Hello there,

    Is there any difference between Declined Call Legs and Missed Call Legs?

    Which metrics should I refer to track how many calls that my agents missed? Scenario as below:

    Caller made a call, call routed to agent A however agent A missed it, call got routed to agent B and B picked it up, if this is not considered a missed call, which metrics should I refer to?

    Thank you.

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  • Dane
    Zendesk Engineering
    @Kian,
     
    Declined calls are calls where the agent clicked the decline button
     

     
    Missed calls are calls that agents failed to answer. More information can be found on What do the statuses of Zendesk Talk mean?
     
    There is also a good Explore recipe that will show declined and missed calls on tickets. Please check Explore recipe: Declined and missed calls by ticket ID and agent leg.

     

     

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  • Elizabeth Churchill

    Hi

    In your example

    in the number of voicemail calls (52) included in the inbound calls (415). So is this telling me that of 415 IB calls, 52 of these were directed to voicemail?

    thanks,

    Liz

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  • Dave Dyson
    Hi Liz - 
     
    Great question! There's more information about this in Metrics and attributes for Zendesk Talk:
    • The Call completion % rate displayed in that report is the number of Completed calls divided by the total number of calls (inbound and outbound). Note that Zendesk does supply separate Inbound completion % rate and Outbound completion % rate as well, but those aren't displayed here, so you could create your own dashboard showing those numbers if you wanted to see them broken out.
    • Completed calls (see Call completion status) do include successful voicemails; they don't include calls that were not answered, or that were abandoned in the IVR, queue, voicemail, or on-hold.
     
    Hope that helps clarify things!
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  • Whitney

    Is there any metric that can show pick-up time or Speed to Answer time for agents? I'm having a hard time finding this between Call Wait Time and Call Answer Time. They're both close, but I'm only looking for the time when the call starts ringing the agent and how long it takes for them to answer the call. Any help is appreciated, thanks!

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  • Elaine
    Zendesk Customer Care

    Hi Whitney,

    The two metrics you mentioned are being calculated from the end-user's perspective. They both refer to the time it takes the end-user to wait for their call to be picked up by an agent but are being calculated differently.

    To know more about the distinction between the two, kindly see What is the difference between the metrics Call wait time and Call answer time?

    Hope this helps! Stay safe! :)

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  • Hari

    How can I check the number of outbound calls made and exclude where two attempts have been made for one requester. E.g. if I know my team has 200 calls booked in a week for 200 different customers, how can I check to see if 200 calls were attempted to 200 different customers, the dataset I currently have includes a higher number as I believe it counts when more than 1 attempt was made to a customer, therefore I'm getting 230 outbound calls rather than a number closer to 200

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  • Gerald Cunningham

    Hello, 

    When looking at our reports, we are seeing a lot of calls in the "Not Recorded" time bracket. With a heavy focus on abandoned calls, we are trying to get a clear understanding of this customer's experience. If a call is Abandoned in Queue, but "Not Recorded" does that mean that the customer is disconnecting prior to entering our queue? If so, what is the difference between the "Not Recoded" section and the "Zero" part of the 0-5sec bracket? 

     

    Thanks! 

    Gerald C

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  • Elizabeth Churchill

    Hi,

    I am trying to determine the talk time and wrap-up time for the month as well as the talk time average and wrap-up time average for the month. I started with this query

    but when I do a different query with legs I get this

    and the sum(call talk time(sec)) is different. Why?  What is the best way to determine total talk and wrap time for the month for calls? 

     

     

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  • Stephen White

    I'm also looking for an answer to Gerald's question:

    When looking at our reports, we are seeing a lot of calls in the "Not Recorded" time bracket. With a heavy focus on abandoned calls, we are trying to get a clear understanding of this customer's experience. If a call is Abandoned in Queue, but "Not Recorded" does that mean that the customer is disconnecting prior to entering our queue? If so, what is the difference between the "Not Recoded" section and the "Zero" part of the 0-5sec bracket? 

     

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  • Dane
    Zendesk Engineering
    Hi Hari,

    You can create a custom query by using the D_COUNT(Outbound Calls) metric and Ticket ID attribute and filter it by Call - Date.
     
    Hi Gerald and Stephen,
     
    0 is not part of the actual formula. It's just a range that consists of calls >0 to 5 seconds duration. This is the default formula for the first bracket.
     
    IF (VALUE(Call not recorded time (sec)) >0 AND VALUE(Call not recorded time (sec))<=60) THEN "0-1 min"
     
     
     
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  • James Beniston

    I do not understand why but i cannot get a report on call duration that either includes or is specific only to outbound calls.

    I have a daily report for all calls, one of the metrics there is Call Duration (Sum) but the numbers reported do not include outbound calls.

    Have i missed something, doing something wrong?

    Our agents make a lot of outbound calls so getting this time spent data is really important for me to track.

     

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  • Rosie B.
    Zendesk Customer Care
    Hello James, 
     
    If you are able to used the Call Duration (Sum) in your metrics, are you also able to drill it down to Call direction to see the duration call for Outbound? See example report below from my test account: 


     
     
    Hope that works on your end! You can give it a try :).    
     
    Thanks! 
     
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  • James Beniston

    Thanks Rosie-B that is a great start...

    Is it possible to see outbound duration per IVR queue or talk number?

    Or is there information somewhere that explains how the outbound call flow is looking?

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  • Rosie B.
    Zendesk Customer Care
    Hi James, 
     
    Zendesk Talk doesn't directly provide a feature that allows you to see outbound call duration per IVR queue, but you can add Call Talk number attribute. You can also try to utilize the IVR tags keypresses, see Explore recipe: Reporting on IVR keypresses based on ticket tags. While you can see general call durations for both outbound and inbound calls, detailed breakdowns with outbound call flow aren't inherently part of the service.
     
    Zendesk continually updates feature offerings and functionalities based on user feedback. For such specific functionality, I encourage you to create a new post in the Talk Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Thank you for your understanding. 
     
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  • Nathan Cassella

    Could you clarify the weight time metric on the default talk dashboard? Does that metric only look at the wait time to speak to a specific group (if you apply the filter), or does it calculate the entire wait time, say if you were to place a call back into the queue to transfer to another group?

    This is my setup. -  I have a service desk that answers all inbound calls. That team performs triage and transfers the call to the appropriate call group, essentially putting the call back into the queue.

    If I want to judge the performance of the triage team on how fast they respond to calls (after the IVR) and how long callers are waiting to talk to them (after the IVR), is the queue wait time average showing me this metric correctly?

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  • Elaine
    Zendesk Customer Care
    Hi Nathan,

    The wait time for users is how long they wait in line before someone picks up their call. It doesn't count the time they spend listening to recorded messages, except for the waiting message. This time starts after they're put into the system and shows how long it takes for them to talk to an agent. It also includes any time they spend waiting in different lines if their call gets moved around between different groups.

     

    The "wait time" metric on the default talk dashboard typically measures the time users spend waiting to speak with a specific group when you filter it that way. It focuses on the wait time for that particular group.
     
    In your setup where the service desk handles inbound calls, performs triage, and then transfers the call to the appropriate call group, putting the call back into the queue, the queue wait time average might not fully reflect the performance of the triage team or the entire wait time experienced by callers.
     
    If you're aiming to evaluate the triage team's responsiveness after the IVR and assess how long callers wait to speak with them after the IVR, the queue wait time average might not accurately capture this detail. It typically tracks the wait time for the specific group after calls are directed there, potentially excluding the wait time experienced before reaching the triage team.
     
    For a more comprehensive assessment of the triage team's performance and the complete waiting time experienced by callers after the IVR, you might need to consider additional metrics or a customized analysis that tracks the entire journey from the IVR through the triage team's response time and subsequent wait time before being routed to the final call group. This could involve creating specific reports or combining various metrics to get a full understanding of the user experience throughout the entire process.

     



     
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  • Nathan Cassella

    Hi Elaine

    I'm not quite sure I understand what you're saying here.

     

    The IVR option directs the caller to a specific group, if that specific group is the triage group then the wait time should actively reflect how long they wait. If the triage group transfers the call to another group, Then by the logic you're saying here if I filter for that group I should see the wait time the caller experiences waiting to speak to that other group.

    If there are other options as far as combining various metrics can I get some possible direction into what those metrics would be?

     

    Essentially what I'm taking away from your comment here is that I can't rely on the information from the wait times if I have multiple groups answering the phone and transferring to other groups which really doesn't make sense if you offer a system for filtering.

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