Reporting on calls with Explore

Return to top

2 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.

    0
  • 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.

    0

Please sign in to leave a comment.

Powered by Zendesk