Explore recipe: Inbound calls by wait time

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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
• Creating the report
• Enhancing your report 

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

1. In Zendesk Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Talk > Talk - Calls, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Inbound Calls > Inbound Calls, then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, choose Call brackets > Call wait time brackets, then click Apply.
8. 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

1. Click the visualization type () icon.
2. Select the Column graph.
   
3. 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

1. Click the visualization type () icon.
2. Select the Pie chart.
   
3. 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.