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  • Kris Parker

    Does Total Calls Accepted (Total number of calls the agent answered) count callback requests as well as inbound calls? I'm trying to track down a difference in numbers and that seems to be a potential cause. 

  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @...,

    Callback queue is effectively the same as "hold," so calls placed in CB queue that are successfully connected live would count towards Total Calls Accepted.  Missed calls (callback request expired) would not count towards this number.  More information here.  Hope this helps!

    Brandon Tidd
    729 Solutions

  • Sarah Pham


    I would like to follow up on Scott Hartmans third question as well please:

    3.) Average duration- Does this include IVR & wait time? Or only the time the customer is actually speaking with an agent?



  • Jason Schaeffer
    Zendesk Customer Care

    Hi Sarah!

    Average duration will measure the length of the call once connected to an agent. It would not count time in queue prior to being routed or time spent in the IVR.



  • Taylor

    It's remarkable that Rene / Harry's original comments still have not been addressed ...

    "Hi I have a question about the agent activity , In the same business day you can see total time logged into the phone, after that business day this information is unavailable; e.g. I cannot tell how long Agent X was logged into the phone, yesterday or any day in the past."

    "Piggy-backing off Rene's question. Is there any update on that question? I am trying figure out the hours my team is online for and unless I log in after the end of the business day to check, it seems like there is no way to do this. Is there a way to get this information emailed to me in a report?"

    This is crucial information for managers to receive, yet even 4 years later it hasn't been fixed. It would be incredibly helpful to have historical data (e.g. past 30, 60, 90 days) for all Agent activity metrics listed above, yet managers still can only view it for a 24-hour period. I chatted into support today and they still recommend submitting to product feedback. That is completely useless seeing that it's been requested for years without any action.

  • Nicole Saunders
    Zendesk Community Manager

    Hi Taylor - 

    It looks like Brett did address Harry's original comment. Please note that the product feedback topic in the community is the official way to register feature requests and product feedback. Comments on articles like this one are not built into our feedback intake process, and are not meant to be used for that purpose. 

    I realize that this is something that needs to be clarified, and we're working on adding better direction for where to post feedback and that these comments are meant to be for Q&A on the article content. 

  • Qin Brian

    Can Zendesk API extract data of leg information?

    For the calls not picked up, no information like agent_id etc.

    But Zendesk dashboard can show the information

  • Christopher Kennedy
    Zendesk Developer Support Team
    Hi Qin,
    Call leg data can exported using the Incremental Call Legs Export API.  The leg objects in the response will include the completion status and the agent ID (if it is the agent leg of the call).

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