Reporting on calls with Explore

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  • Vasilis Georgilas


    what means if a call has 4 legs, all completed, 2 for agents, 2 for end-user and one of each type with no talk time?

    I assumed that the call was forwarded, without being asnwered, but I found out that this is not possible.

  • Kelly Rave


    Is there a way to report on the time from a voicemail being left to an Agent returning the call? I recently checked with Zendesk Support and was told FRT cannot measure time to return a voicemail because callbacks only posts an internal note (the system-generated update with the call details and recording), not a public comment. This seems like a pretty standard metric businesses want, to know how long it takes voicemails to be returned.


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