This article lists and defines the metrics used in the Talk dashboard. For details about the dashboard, see Analyzing call activity with the Talk Team dashboard and Analyzing call activity with the Talk Professional dashboard.
Note: You might sometimes see differences in results between the Explore live dashboard and
the Talk live calls dashboard. To learn why these can occur, see Discrepancies between the Talk Live calls dashboard and the
Explore Enterprise live dashboard.
This article lists reports in the following sections:
Current queue activity
| Metric | Definition |
|---|---|
| Total calls in queue | Number of calls waiting for an agent in the queue, including caller on the line and callback requests |
| Callbacks in queue (Talk Professional and Enterprise) | Number of calls waiting for callback in the queue including requests from the API |
| Widget callbacks in queue | Number of callback requests coming in the from Web Widget (Classic) |
| Agents online | Number of agents online and available for Talk calls. Note: Agents in the away state are counted as online. Talk will not route calls to
agents in the away state, but will place them in the queue for an agent who is
available to answer.
|
| Average wait time | Average wait time for customers currently waiting in the queue. Excludes Available agents greeting. |
| Longest wait time | Longest time any customer has currently been waiting for an agent in the queue |
Overview
| Metric | Definition |
|---|---|
| Total calls | Total number of inbound and outbound calls |
| Total callback calls (Talk Professional and Enterprise) | Number of callback request (successful or not) for the day |
| Total widget callback calls | Number of successful callback requests (successful or not) for the day made through Web Widget (Classic) |
| Total text back requests (Talk Professional and Enterprise) | Total number of text back messages sent from IVR |
| Total inbound calls (Talk Professional and Enterprise) | Total number of inbound calls |
| Total outbound calls (Talk Professional and Enterprise) | Total number of outbound calls |
| Max calls waiting | Maximum number of calls waiting at any point in the specified window |
| Abandoned in queue (Talk Professional and Enterprise) | Total number of calls where customer hung up while waiting in the queue |
| Exceeded queue wait time (Talk Professional and Enterprise) | Total number of calls sent to voicemail after exceeding the max wait time in the queue |
| Voicemail | Total number of calls that went to voicemail for any reason |
| Outside business hours (Talk Professional and Enterprise) | Total number of calls received outside business hours |
| Customer requested voicemail (Talk Professional and Enterprise) | Number of calls where customer requested to be put through to voicemail by dialing 1 |
| Average callback wait time (Talk Professional and Enterprise) | Average callback time a customer has been waiting for an agent in the queue. Excludes Available agents greeting. |
| Average wait time | Calculates all calls that have passed the initial greeting and averages those times throughout the day from 00:00 - 23:59. Excludes Available agents greeting. |
| Average time to answer (Talk Professional and Enterprise) | Average time between system answering a call and customer being connected with an agent. Includes greetings and other recordings played. |
| Average duration | Average length of call |
| Average hold time (Talk Professional and Enterprise) | Average time spent on hold per call (based only on calls where hold is used at least once) |
| Average wrap-up time | Average wrap-up time across all calls |
Agent activity
| Metric | Definition |
|---|---|
| Agent | The name of the agent |
| Status | The current online status of the agent |
| Total online time | Total time the agent was on a call, in wrap-up mode, or online. |
| Time available | Total time the agent was available to answer calls and set to Online. Does not include time on calls or in wrap-up mode. |
| Total away time | Total time the agent was in the Away status. |
| Average talk time (Talk Professional and Enterprise) | Average talk time across all calls (excludes hold time and consultation) |
| Total talk time | Total talk time (excludes hold time and consultation) |
| Average hold time (Talk Professional and Enterprise) | Average time spent on hold per call (based only on calls where hold is used at least once) |
| Total hold time | Total time with calls on hold |
| Calls accepted | Total number of calls the agent answered. This metric's results might differ from the Accepted call legs metric in the Talk dataset in Explore. |
| Number of calls transferred | Total number of calls the agent transferred to someone else |
| Transfers accepted | Total numbers of transfers the agent accepted |
| Calls missed | Total number of calls that rang for 30 seconds with no response and were placed back in the queue |
| Calls declined | Total number of incoming calls where agent clicked Decline in the given time period |
| Calls put on hold | Total number of calls placed on hold |
| Average wrap up time | Average wrap-up time across all calls |
| Total wrap up time | Total time spent in wrap-up across all calls |
30 Comments
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.
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
Hi,
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?
Thanks!
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.
Thanks!
It's remarkable that Rene / Harry's original comments still have not been addressed ...
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.
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.
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
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).
Best,
Hi there, just to clarify that the detailed metrics under all three below can be obtained under Explore, correct?
I realize my previous answer (now deleted) was just pointing you back to Talk dashboards, and you were asking about Explore. Let me answer in more detail (without going into a point-by-point comparison):
one question - does total online/time available include time agents being on Away status? Or only Online?
What specific Talk statuses contribute to the Agents Online dashboard metric?
Is it only 'Online'? or is it a mixture of 'Online', 'On-Call', 'Transfers Only' (any others?)?
Hi Andrew,
As per the table above, the Total Online time only includes Online, On-call, or Wrap-up, so this does not include Away status.
Hi Whitney,
The Agents Online only includes agents who are available to take calls, so this will only include Online.
Hi
I am trying to figure out what the difference is between INBOUND CALLS and REGULAR INBOUND CALLS.
Statistically, I get quite different results. Any advice would be appreciated. The definitions I found are unclear to me. Thank you!!!
"Regular" is in contrast with callbacks, forwarded calls, overflow calls, text-back calls, and voicemail calls:
"Inbound Calls" would include all of the above. Hope that helps!
Hi Giuseppe!
Could you confirm that "The Agents Online only includes agents who are available to take calls, so this will only include Online" is still correct?
Cos when checking one of our lines and filtering for only the groups that line routes to, I see 18 online agents in the dashboard, but only 8 *online* agents on the list + more in other non-offline statuses. So it seems like "online agents" counts all non-offline statuses?
Thanks!
I see that this question was already addressed in the ticket you raised with us. Kindly check your email for updates. Thank you!
Christine, I'm seeing something similar to Masha, can you please let me know what the resolution was in the ticket?
Good Morning,
Are Time online, Time Available and Total Time away available for reporting in explore?
I am trying to build an historical report with these metrics.
Thank you
Christine Vollberg
If you will check Metrics and attributes for Zendesk Talk, agent statuses is not part of it.
Like a few folks here, I've found the default Zendesk Talk dashboard is missing some significant functionally in real time (e.g how long are individual calls waiting in queue, and how can I expose this info to my agents?).
I've been looking for some third-party apps to solve this, but have yet to find a solution before we commit to Zendesk Talk. Is it possible for us to build our own Live Talk Dashboard via the Zendesk API? I haven't been able to find this yet.
You can check our Explore live dashboard for the Average wait time: The average time customers wait for their call to be answered.
Would like to check regarding abandoned in queue if there are ways for us to get specific details such what was contact information or even a ticket number while waiting on queue. Thank you
There is a way for the details to appear if the option Create ticket for abandoned calls? is enabled in your Talk line settings. I suggest reaching out to your Administrators to see if they can have this enabled depending in your organization's workflow.
Please note that calls that are abandoned in the queue, in the voicemail, or in IVR result in a created ticket, as long as a callback number is available. In cases where the caller is identified as "unknown", no ticket is created. Also, this setting is not available if you’re using omnichannel routing.
Hello!
For customer complaints, stating that they were waiting to get through after an extended amount of time. Is there a way to pull how long they were actually waiting? I know we have the average call wait time but we are looking get more depth with these type of complaints to validate the issue and restructure.
You can refer to our documentation Reporting on calls with Explore to create a report in Zendesk Explore using the Talk > Talk - Calls dataset and include Call wait time as a metric.
This will show the time a customer waited to talk to an agent after being routed to where they wanted.
I trust this helps.
I have a question. Regarding available Talk statistics, why is Service Level not a metric? This is the most important way to measure answer performance in a contact center environment.
thank you for your Feedback on that.
It is currently not possible, because Calls are using the Talk Dataset and the SLA is using the Support Dataset.
Here you can read more about the available default datasets
To say, it is not there because it is somewhere else - does not answer the question as to why it is not included in Talk performance statistics. Answer performance cannot be properly gauged without it. Your product designers should be aware of that. Please have this escalated to a Product Expert.
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