Zendesk Talk dashboard metrics reference

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
• Overview
• Agent activity

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
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