What do the statuses of Zendesk Talk mean?
Overall call status
|Abandoned in Queue||Caller hung up while waiting in the queue, caller hangs up during the initial available agents greeting before getting routed to an agent|
|Abandoned in IVR||Caller hung up while in the IVR menu|
|Abandoned on Hold||Caller hung up while on hold with an agent|
|Abandoned in Voicemail||Caller hung up while in Voicemail|
|Completed||Call was successfully completed|
|Pending Voicemail||Call is complete with a pending voicemail (status changes to 'completed' when voicemail is complete)|
Call leg status
|Agent Missed||Agent missed the call|
|Agent Declined||Agent declined the call|
|Agent Transfer Declined||Agent declined to transfer the call|
|Completed||Call leg is complete|
For more information, see the article: Metrics and attributes for Zendesk Talk.
I have a question about the call completion status with the 'Not Answered' calls in both inbound and outbound cases, what does it mean?
And we have this report where it shows numbers of Outbound Calls with Not Answered status but under no agent, is it possible that an outbound call is not made/not owned by any agent?
Not answered means that the call didn't go through or was not successful. For example, an inbound not answered call is when the end-user wasn’t connected with the agent, or the customer left the call in a transition stage that is not included in the abandoned statuses. While an example of an outbound not answered call is when the end-user didn’t answer the agent’s call.
That's possible if the agent immediately hangs up the phone after doing the outbound call attempt [call failed].
Calls not answered by agents or customers. Including the following:
Thanks for stopping by and responding to my inquiry.
I have a case where my Zendesk Talk dashboard shows a number of outbound calls, with non-answered status, but do not relate to any agent.
In what case does an outbound call was not made/owned by an agent?
Possible those outbound calls were not being answered by the end-user and ended up no tickets are being created.
You may also check additional information about [What is a non-answered call?] (https://support.zendesk.com/hc/en-us/articles/4408819390106).
I can see that you have an existing ticket related to this and our engineers are currently looking for it for further investigation. You will be kept posted to get more details of your use case on the ticket. Thank you for your patience.
Could you provide an operational definition for a Completed Call? Because the definition given is rather circular. Like:
Completed Call = Customer Calls + Agent Accepts the Call + Wrap-Up
Is that what is meant by a Completed Call?
Completed means that the call was successful and the end user was connected with the agent or the call was directed to voicemail or forwarded to an external number.
Thank you Charles Gresula for responding. Now I wanna find out more, how do I measure or which metric gives me the number of phone calls that were successfully answered by an agent. I wanna know this more because we've frequently experienced calls not ringing on our toll free hotline. I've sent a ticket to Zendesk for this problem but unfortunately, I did not receive a resolution for it.
The metric that would give you the total number of calls that were completed would be Completed calls
If you want to build a query in explore using that, here's our resource for buiding queries - Building queries
We're currently using "Abandoned in IVR" as a gauge of whether our IVR script is able to help customers self-serve and solve their questions instead of having to chat with an agent.
Is there a way to see where in the IVR journey customers dropped off? So that we know where people are getting their questions answered?
In terms of the IVR, you can for example use the "Call IVR action" or "Call IVR destination" metric.
Details can be found here:
Metrics and attributes for Zendesk Talk
The following article on how to analyze and improve the IVR with reporting might also be helpful for you:
How do I analyze and improve my IVR tree with reporting?
I wonder if anyone could shed some light on something - we are seeing several calls where a caller successfully connected to an agent, a ticket was created and the conversation was completed, but the log shows 'abandoned in queue'.
It shows the leg status as completed, as expected, but what conditions might cause the call status to show as abandoned when it wasn't?
[Edit: I tried to upload an image, but it says "You can only upload images (jpeg, gif or png). Image uploads are limited to 2 MB." I tried all 3 files types and it is a few KB but it won't let me attach, tried 2 browsers too.]
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