Reporting on calls with Explore

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4 Comments

  • Vasilis Georgilas

    Hello,

    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.

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  • Kelly Rave

    Hello,

    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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  • Qin Brian

    Q1: I cannot open the webpage Metrics and attributes for Zendesk Talk.

    Q2: Can Zendesk talk separate the calls ended by end-user and calls ended by agents both inbound and outbound?

    Q3: There is no ticket created for abandoned callers. But we need to know who called us, is there any solution?

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  • Christophe Tiraboschi
    Hi Neil,
     
    I will answer this question by question.
     
    1. Thank you for flagging this. We reached out to our documentation team to fix it.
       
    2. Unfortunately, this is not something we can do at the moment, neither in Talk nor Explore. Please feel free to create a post in our Product Feedback topic for Talk  to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
       
    3. Since abandoned do not create a user by default, we cannot track it in Talk or Explore. The only solution would be to enable ticket creation for abandoned calls. You can find this in your number settings under Admin > Channels > Talk > Lines 

     
    I hope this helps.
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