In this recipe, you'll learn how to create a report that shows the number of calls that took 30 seconds or more to answer, and show the percentage of calls in this category.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- A subscription to Zendesk Talk
Creating the report
To create the report
- In 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.
- Now, you'll create a custom Standard calculated metric to calculate the number of calls that were answered after 30 seconds. From the Calculations (
) menu, click Standard calculated metric.
- On the Standard calculated metric page, enter a name for your metric like Calls answered in 30 seconds or more.
-
In the Formula field, enter or paste the following metric:
IF (([Call direction]="Inbound")
AND (VALUE(Call wait time (sec)) >= 30))
THEN [Call ID]
ENDIFNote: The call wait time metric records the duration between the time an end-user left the IVR and was answered by an agent. If you would like to include the time the end-user spent in the IVR as well, you can use the Call answer time metric instead.Your standard calculated metric will look like the following screenshot:
Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > Calls answered in 30 seconds or more (the metric you just created). Ensure the metric aggregator is set to D_COUNT. For more information, see Choosing metric aggregators.
- Now, add the percentage detail using a Result metric calculation. From the Result manipulation (
) menu, click Result metric calculation.
- From the Result metric calculation page, click Add a new metric.
- Enter the formula below. You must select your metrics and functions from the dropdown list next to Insert:
D_COUNT(Calls answered in 30 seconds or more)/D_COUNT(Inbound calls)
- When you are finished, click + Add to add the calculation.
- The final step is to edit the report to show the new calculation in a percentage format. From the Chart configuration (
) menu, click Display format.
- On the Display format page, change the calculation metric to display in %.
The report is complete. See the screenshot below for an example of how it will look.
If the chart doesn't appear as a table, from the visualization type menu (), click Table.
You can use date attributes in this report if you want to filter the results by a specific date range. Check out Editing dates and date ranges for more information.
10 comments
Kim Donahue
Just a couple of thoughts to help others that may reference this article.
I wanted to see what % was answered within threshold vs what was breached so I did this a bit different.
First for the standard metric - I did:
Then for the Result Metric Calculation - I did this:
COUNT(Calls answered less than 30 seconds)/D_COUNT(Inbound calls)
I also added a filter for calls outside business hours and set it to "false" as I wanted to only measure what came in during hours we were open and not distort the %.
Agree with what many others have written - this should be part of the live dashboard. I've never seen a phone system missing something so basic.
1
Dave Dyson
0
Lauren Benkov
Will live service level be coming any time soon? I saw a community post about this from 2018 and this functionality still doesn't exist. Historical reporting is fine but it doesn't help you made staffing adjustments in the moment. If we had a bigger team we would never be able to use Zendesk as our telephony system without this!
0
Lea Møller Baun
Hey there.
Can anybody tell me if this is including or excluding the time the customer spends in the IVR menu?
If it is including the IVR menu, is there anyways to make this so it only shows how long the customer is waiting for the agent to pick up the phone?
0
Anne Ronalter
in this case, you can do the following:
Call duration - Call IVR time = call not including IVR
0
Lea Møller Baun
How would the command look? It doesnt work if i try to work it into the bolean expression.
0
Rachel
I have followed all of these instructions but my % breached is not showing on the report. Can someone show me how to fix this?![](/hc/user_images/1bQB8O2h7CEnp4qr8oqfVg.png)
0
Jose Hernandez
Hello,
I may be missing something. Wouldn't the current formula also include calls that were abandoned as there is nothing in the formula to filter on Call completion Status of "Completed" ?
In other words, I believe this formula isn't showing you calls inbound calls answered in 30 seconds or more, but all inbound calls that waited for 30 seconds or more.
0
HS
If a call was missed, how does that factor in here? Do missed calls get included in this recipe, or only calls that were actually answered?
0
Salim Cheurfi
Thanks for reaching out,
I will open a ticket on your behalf so we can troubleshoot this via email, you will receive an email from our support team shortly.
0