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 |
| 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 agent was available to answer calls and set to Online. Does not include time on calls or in wrap-up mode. |
| 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 |
13 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.
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