What do the statuses of Zendesk Talk mean?

Return to top

15 Comments

  • Theresia Londong

    Hi,

    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?

    Thank you  

    0
  • Rosie B.
    Zendesk Customer Care
    Hi Theresia, 
     
    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:
     
    • Connection failed outbound calls
    • Calls missed by an agent
    • Connection failed inbound calls
    • Pending voicemails (these are unsubmitted ones)
    • Call forward malfunctions
    • Agent Declined Calls
    0
  • Theresia Londong

    Hi Rosie, 

     

    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?

    0
  • Rosie B.
    Zendesk Customer Care
    Hi Theresia, 

    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.  
    0
  • AJ

    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?

    0
  • Charles Gresula
    Zendesk Customer Care

    Hi AJ,

    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.

    0
  • AJ

    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. 

    0
  • Charles Gresula
    Zendesk Customer Care

    Hi AJ,

    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

    0
  • Jessica Fong

    Hello there, 

    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? 

    Thanks.
    Jessica

    0
  • Anne Ronalter
    Zendesk Customer Care
    Hello Jessica,

    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
    https://support.zendesk.com/hc/en-us/articles/4409156145434 


     
    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?
    https://support.zendesk.com/hc/en-us/articles/4408837661978-How-do-I-analyze-and-improve-my-IVR-tree-with-reporting- 
    0
  • Steven Hampson

    Hello, 

    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.]

    1
  • Jhe Juson

    Hi,

    I just needed some clarification about how missed call occurs and what are the factors that the system would consider and tagged a call as a missed call and would system error such as "talked feature not available at this time" would make Zendesk tagged a call as a missed since the agent who is supposed to be next in queue was not able to accept the call due to he had to refresh his Zendesk.


    Thank you.

    0
  • Vianne

    Hi,

    I was looking at our Zendesk Talk dashboard and saw that we were still getting calls that were categorizing in abandoned in IVR. However, we've had IVR turned off since last September. Is there any reason why this is occurring?

    Thank you.

    0
  • Joyce
    Zendesk Customer Care
    Hello Ubiquity Jhe Daryl Juson,
     
    A call is tagged as a 'missed call' when the agent fails to answer the call within the Call offering time limit configured in the Talk number. 
     
    There are instances wherein the call is still being tagged as missed even if the agent is seeing the error "Some Talk Features aren't available right now. You can still make and receive calls" in the Talk console. This is because the agent Talk status remains online despite this error. The Talk Status will not immediately change to Offline because of network issues or even if an agent shuts down their computer. You can also read more about this here: Setting your Talk agent state
     
    0
  • Joyce
    Zendesk Customer Care
    Hello Vianne,
     
    I created a ticket for your inquiry as this will require us to check the details in your account. Our team will be in touch with you via email.
    0

Please sign in to leave a comment.

Powered by Zendesk