Reporting on calls with Explore

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15 Comments

  • Dane
    Zendesk Engineering
    Hi Liz, 

    You can try the sample below. For more information, please refer to Metrics and attributes for Zendesk Talk.
     

     
     
     
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  • Christophe Tiraboschi
    Zendesk Customer Care
    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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  • 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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  • 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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  • Ulises Soto

    Is there a way I can see the tickets where a caller pressed 1 to be sent to voicemail?

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  • Rosie B.
    Zendesk Customer Care
    Hi Amy, 
     
    There's no native metrics to measure the time between a customer leaving a voicemail message and the agent returning the call within Zendesk Talk. To achieve this, you may do the following:
     
    1. Creating a custom ticket field for voicemail callback: As an administrator, you can create a custom ticket field (like a checkbox) that an agent can check when they're working on a voicemail callback.
       
    2. Using Triggers to automate timekeeping: When the voicemail creates a ticket, use a trigger in Zendesk to note the time the ticket was created. Then, have the agent check the custom ticket field when they're making the callback. This can act as a trigger to note the time of the callback.
       
    3. Creating a metric in Zendesk Explore: You can create a custom metric in Zendesk Explore that calculates the difference between the time the ticket was created and the time the custom field was checked.
     
    This way, you can measure the time it takes for an agent to return a customer's call after a voicemail is left.
     
    Please note that this is a basic solution. Actual implementation might require more complex handling, especially when dealing with business hours, holidays, or other specific scenarios.
     
    Hope this helps! 
     
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  • Atul Upadhyay

    What is the difference between Customer and External leg type? Also there is a Supervisor type as well, is this a team lead role in Zendesk?

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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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  • Dominic Payton

    Hello, 

    What is the difference between total inbound calls, and completed call status? I.e. if I pull a report with the inbound call metric, and another one with completed call status those numbers do not add up day over day. Any insight would be greatly appreciated! 

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Atul,

    here you can read more about the difference between calls and call legs.


    The following Talk roles would be the definition of a "Supervisor":

    Admin: An admin can manage all Talk settings found in Zendesk Support under Channels > Talk, but cannot make or receive calls.

    Team lead: A team lead is a Talk admin who can also make or receive calls.

    That being said, yes, the Team lead role would technically be a Supervisor who is also able to take calls.
     
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  • Amy

    How can I measure the time between a customer leaving a voicemail message and our agent calling them back(returning their call)? 

    We need to measure this to meet SLAs for our clients. 

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  • Laura

    FYI: the talk dataset does not have an attribute called 'Leg user type'; as is described in this article in the section 'Key call leg attributes'. This attribute does not exist!

    To define for which user the call leg is generated the attribute 'leg type' should be used.

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  • Dekbi
    Zendesk Customer Care
    Hi Dominic,
     
    Total inbound calls refers to the total calls that you received regardless of their status. Whereas the completed call status only refers to the calls that were completed or were routed to an agent successfully. 
     
    You may refer to this article for more information: Metrics and attributes for Zendesk Talk
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  • Elizabeth Churchill

    I need two metrics

    1. the time from when the agent starts talking to the customer to when that call ends

    2. the wrap up time

    how do i extract these datasets?

     

    Liz

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  • PAUL STRAUSS

    There was an earlier question about this, but I don't see an answer. Is there a way to report on the time that passes from when a customer leaves a voicemail until an agent first responds? We need this data for an SLA we have a contractual requirement for.

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