Why does the Zendesk Talk dashboard Total calls figure not match Calls accepted by agents?
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. For more information, see the article: Metrics and attributes for Zendesk Talk.