This recipe helps you to create a report to measure inbound or answered voice calls by associated wait time in multiple brackets or groups.
This article contains the following topics:
What you'll need
Skill level: Beginner
Time required: 10 mins
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Call data in Zendesk Talk
Creating the report
-
In Zendesk Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Talk > Talk - Calls, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Inbound Calls > Inbound Calls, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Call brackets > Call wait time brackets, then click Apply.
-
The current report setup will match the following screenshot:
The screenshot below shows you an example of the finished result with the total number of inbound calls that fall under each wait time bracket.
Not recorded means the value is null, meaning an end user didn't have to wait in a queue for their call to be answered.
Enhancing your report
You can also display the results using different graphs or charts to help visualize the data. See below for examples on how to change the visualization for the results.
Column Graph
-
Click the visualization type (
) icon.
-
Select the Column graph.
-
Click Call wait time brackets to display all brackets on the column graph, or click a specific bracket to only display data for that bracket.
Pie Chart
-
Click the visualization type (
) icon.
-
Select the Pie chart.
-
Move Call wait brackets from Rows to Columns.
The results are now displayed as a pie chart. By default, the chart will display the data values (ticket counts) as well as their respective percentages.
4 comments
Dana Coffman
Where can we get more information about the "Not Recorded"? We are not able to get the totals to add up to understand what this is truly representing. Or even the call details so we can see why it is happening.
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Dave Dyson
Hi Dana,
Calls where the customer hung up during the IVR recording, that were never answered or were routed to voicemail will fall under the category of "Not Recorded". I'll see if we can get that information added to our documentation. Sorry for any confusion!
0
John
How can I adjust this so I can see the longest wait time during any given time period? Eg: what is the maximum wait time for any one person?
0
Plo Mangsat
Your left panel should look like this.
14. On the right panel, click Results manipulation > Sort, then sort in Descending order.
I hope this helps. Thanks!
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