Question
Why does the Zendesk Talk dashboard Total calls figure not match Calls accepted by agents?
Answer
Total calls measures all inbound and outbound calls. These include calls never answered by an agent such as voicemails, calls outside business hours, and calls abandoned in the queue.
Calls accepted measures only inbound calls where an agent answered the call.
For more information on the Talk dashboard metrics, see the article: Zendesk talk dashboard metric reference
If you want to see more granular data about the different categories encompassed in Total calls, use Explore to create a custom report.
For more information on Explore and Talk data, see the below articles:
Note: If you use unified agent statuses and omnichannel routing, see this article: Why is the per-channel agent status time different than the unified agent status time?