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.