Analyzing your Talk activity

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12 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
    Zendesk Community Manager
    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?

    1
  • Dave Dyson
    Zendesk Community Manager
    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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  • Liz

    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
    Zendesk Community Manager
    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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