Zendesk Talk dashboard metrics reference

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30 Comments

  • 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. 

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    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

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  • Sarah Pham

    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!

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  • 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.

    Thanks!

     

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  • 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.

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  • 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. 

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  • 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

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  • Christopher Kennedy
    Zendesk Developer Advocacy
    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).
     
    Best,
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  • Tan Jee Han

    Hi there, just to clarify that the detailed metrics under all three below can be obtained under Explore, correct?

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  • Dave Dyson
    Hi again Tan Jee Han
    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):
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  • Andrew Chu

    one question - does total online/time available include time agents being on Away status? Or only Online?

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  • Whitney Votaw

    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?)?

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  • Giuseppe
    Zendesk Customer Care

    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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  • Russell Da Silva

    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!!!

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  • Dave Dyson
    Hi Russell -
     
    "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!
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  • Masha Patrakova

    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!

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  • Christine
    Zendesk Engineering
    Hi Masha,

    I see that this question was already addressed in the ticket you raised with us. Kindly check your email for updates. Thank you!
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  • Julie Spohn

    Christine, I'm seeing something similar to Masha, can you please let me know what the resolution was in the ticket?

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  • Christine Vollberg

    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

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  • Dane
    Zendesk Engineering
    Hi Christine,
     
    If you will check Metrics and attributes for Zendesk Talk, agent statuses is not part of it. 
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  • David Gauthier

    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.

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  • Dane
    Zendesk Engineering
    Hi David,

    You can check our Explore live dashboard for the Average wait time: The average time customers wait for their call to be answered.
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  • Jhe Juson

    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

     

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  • Dekbi
    Zendesk Customer Care
    Hi Daryl,
     
    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.
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  • Maribel Leon

    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. 

     

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  • Dekbi
    Zendesk Customer Care
    Hi Maribel,
     
    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.
     
     
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  • Scott Rossner

    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.

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Scott,

    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
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  • Scott Rossner

    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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  • Shawna James
    Community Product Feedback Specialist
    Hey Scott, thanks for your feedback. This feedback has been logged for a PM to review. There are also two active threads in our Zendesk Community, here and here, which folks are engaging on this topic. I encourage you to follow these threads for more updates as they are available. We appreciate your time to provide us this feedback.
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