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 (Professional and Enterprise plans) | 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 (Professional and Enterprise plans) | 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 (Professional and Enterprise plans) | Total number of text back messages sent from IVR |
| Total inbound calls (Professional and Enterprise plans) | Total number of inbound calls |
| Total outbound calls (Professional and Enterprise plans) | Total number of outbound calls |
| Total calls in queue | Number of calls queued |
| Max calls waiting | Maximum number of calls waiting at any point in the specified window |
| Abandoned in queue (Professional and Enterprise plans) | Total number of calls where customer hung up while waiting in the queue |
| Exceeded queue wait time (Professional and Enterprise plans) | 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 (Professional and Enterprise plans) | Total number of calls received outside business hours |
| Customer requested voicemail (Professional and Enterprise plans) | Number of calls where customer requested to be put through to voicemail by dialing 1 |
| Average callback wait time (Professional and Enterprise plans) | 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 (Professional and Enterprise plans) | Average time between system answering a call and customer being connected with an agent. Includes greetings and other recordings played. |
| Average duration time | Average length of call |
| Average hold time (Professional and Enterprise plans) | 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 |
| Agents online | The number of agents online within a specified timeframe |
| 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 (Professional and Enterprise plans) | 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 (Professional and Enterprise plans) | 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. The results of this metric might differ from the Accepted call legs metric in the Talk - Calls dataset in Explore. |
| Number of calls transferred | Total number of calls the agent transferred to someone else |
| Transfers accepted | Total number of transfers the agent accepted. This metric reflects transfers to a specific agent. It does not reflect transfers to a group of agents. |
| 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 |
36 comments
Lara McCaleb
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?
0
Gab
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.
0
RT-Kira
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.
0
Ricardo Ornelas Luna
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
0
Justin Longoria
Hi all,
For this one:
Does this number include if the caller is requesting a call back, since they are technically hanging up after this, I was wondering if those instances also are counted in this number.
0
Brandon Tidd
Hey Justin Longoria -
In this case, the caller is entering ‘virtual queue,’ so they are not considered abandoned. If the callback request expires, it will be tagged as such on a ticket, which is considered separate from queue abandonment.
Hope this helps!
Brandon
0