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Zendesk Talk dashboard metrics reference



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Rob Stack

Zendesk Documentation Team

Edited Jan 15, 2025


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I see it was stated in an earlier comment that all of the data in the 'Overview' section of this dashboard exists as metrics on the pre-built Talk Dashboard, however I'm not seeing a straightforward metric that calculates only calls that 'Exceeded queue wait time.' I need this metric to help me quantify staffing needs in conjunction w/ our abandonment rate. Can someone tell me if this metric is possible or am going to have to do some complex Explore custom metric manipulation?

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Gab

Zendesk Customer Care

Hi Lara, 
 
Depending on what type of calls you want to report on, in addition, you can use the Call wait time metric to show the time a customer waited to talk to an agent after being routed to where they want along with the attribute Call exceeded queue wait time that will indicate if the customer exceeded the set time limit waiting for the agent in the queue (showing true or false). 
 
Take a look at this article for more information on the Metrics and attributes for Zendesk Talk
 
I hope this helps. 

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Hello, Can I just download all data in a CSV? I want to count how my call agents works during the pickup time talking time.

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Hello Zendesk! Is there a way to know which calls are in queue? Knowing, for example the ticket details before that calls is picked up by somebody. With 22 groups, I am not able , at least practically to see which type of interactions are on queue. In order to make real time decisions, it would be extremely practical to drill into this data, click on it, and know the details of that calls in the queue.  Thank you in advance

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