When you run a call center using Talk, useful call information is recorded about your efficiency and productivity. Zendesk Explore helps you surface this important business information in easy-to-read queries and dashboards.
In this article, you'll learn the basics of what makes up a Talk call, how to access your call information in Explore, and some of the most common Talk metrics you can measure.
If you're new to Explore and want more help, see Getting started with Explore.
This article contains the following topics:
Understanding Talk calls
To produce effective Talk reports, it helps to understand the high-level flow of a call. A simple incoming call might look like this:
- If the agent declines or doesn't pick up the call, their call leg time ends.
- If the agent calls a second agent to consult, a new call leg starts for the second agent.
- Once the first agent transfers the call to another agent, then the first agent call leg ends.
- An agent's call leg is not complete until they complete their wrap-up time (if configured).
Understanding call legs
A common term you'll hear when you work with Talk is the call leg. A call leg is defined as an interaction between a person and the Talk call.
Talk call legs fall into one of two types:
Agent: Begins when Talk finds an available agent and the agent's phone (or browser) starts to ring. The call leg ends after one of the following events:
- The agent declines the call.
- The agent completes the call. The leg ends after any configured wrap-up time for the call.
- The agent transfers the call to a second agent. As soon as the first agent calls the second agent, then the second agent's call leg begins. The first agent's call leg ends after the call is transferred. When calls have more than one agent leg, it's because more than one agent was a participant.
- End user: Begins after Talk answers the call and the end user hears the welcome message. The call leg ends when the call is disconnected because either the end user or the agent hung up. There can be more than one call leg for the end user (for example, a callback request creates a second end-user call leg).
Understanding key Explore metrics for Talk
When you use Talk with Zendesk Explore, you gain access to a range of prebuilt reports that display information about your calls, efficiency, and agent activity. If you need to customize these reports or create your own reports, Explore features a large number of metrics and attributes you can use.
In this section, you'll learn how to access the prebuilt reports, and discover some of the key metrics and attributes you can use to create your own reports.
Prebuilt reports for Talk
All versions of Explore feature a range of useful reports for Talk right out of the box in prebuilt dashboards. Before creating custom reports, check to see if the report you want is already available.
- In Explore, click the Dashboard () icon in the left sidebar.
- From the list of dashboards, select the Zendesk Talk dashboard.
For information about all of the reports on the dashboard, see Analyzing your Talk activity.
Key metrics and attributes for creating your own Talk reports
If you need a report that doesn't exist in the pre-built dashboard and you're using Explore Professional or Enterprise, you can often create your queries. In Explore, you create queries by adding metrics which a quantitative value like the number of tickets and attributes, a qualitative value like the ticket group.
For help learning how to create Explore queries, see Getting started creating queries.
In this topic, you'll learn about some of the most common metrics and attributes you can use to analyze your call center. The following tables detail some of the key metrics and attributes you can use, and where to find the details in Explore.
Key call metrics
The table below defines the key Explore metrics for Talk calls.
|Call wait time||The time a customer waited to talk to an agent after being routed to where they want.|
|Call answer time||The time between the customer first connecting to the system and the first conference with an agent. Repetition, such as waiting after a transfer occurs, is not included. Voicemails are also excluded from this number.|
|Call IVR time||The time spent in an IVR.|
|Call consultation time||The total consultation time. Sums the value of any number of agent-to-agent consultations.|
|IVR transitions||The number of steps taken through the IVR menu.|
|Call billed time||The time that the call was billed for.|
|Call on-hold time||The time a call was on-hold from the customer’s perspective|
|Call talk time||The time spent talking from the customer’s perspective or the time spent in a conference with an agent. If the call was transferred this will include all agent conferences with the customer.|
Key call attributes
The table below defines the available call attributes.
|Call ID||The ID number associated with the call.|
|Call type||The type of call. Values are Callback, Forwarded, Overflow, Regular, Text back, and Voicemail.|
|Call completion status||The completion status of the call. Shows whether a call was completed by an agent or to voicemail or whether it was abandoned before that could happen.|
|Call direction||Whether the call was inbound or outbound.|
|Call exceeded queue wait time||Indicates if the customer exceeded the set time limit waiting for the agent in the queue.|
|Call outside business hours||Indicates if call was outside of business hours (true/false). Business hours might vary depending on what schedule(s) have been set. For more information on setting up schedules, see Setting your business hours and holidays.|
|Call Talk number||The Zendesk Talk phone number the call came in through.|
|Call IVR destination group||The destination group for calls coming out of an IVR.|
|Caller with requested voicemail||Indicates if the caller requested to be put through to voicemail.|
|Call IVR action||The last IVR action the end-user selected. Values are Group, Invalid keypress, IVR menu, Phone number, Text back, and Voicemail.|
Key call leg metrics
The table below defines the available call leg facts.
|Call leg metric||Definition|
|Leg duration||The duration of the call from beginning to end of that call leg.|
|Leg wrap-up time||The total wrap-up time in seconds associated with the agent’s call leg. Customer legs will default to 0 seconds.|
|Leg talk time||The time spent talking, specific to call legs.|
Key call leg attributes
The table below defines the available call leg attributes.
|Call leg attribute||Definition|
|Leg type||Indicates for which user the call leg was generated. Values are Agent, End-user, and External.|
|Leg agent name||The agent name associated with a specified call leg. If looking at an entire call, this attribute will include all agents that had legs associated with the call. An empty value indicates the call leg is a customer call leg.|
|Leg ID||The call leg ID.|
|Leg agent available via||Whether the agent answered via browser or phone.|
|Leg completion status||Displays whether an agent declined an incoming call, if an agent missed the prompt to accept the incoming call, or if the agent accepted it.|
|Leg agent forwarding number||The number a call was routed to if a call leg is associated with call forwarding.|
|Leg instance||The order the call leg began in reference to the overall call. Customer legs come first, so each call begins with a value of one. Each additional agent leg that occurs on the call increments this value by one.|
|Leg user type||The type of call leg, either agent or customer.|
To read about all of the metrics and attributes you can use to create Explore reports for Talk, see Metrics and attributes for Zendesk Talk.
Creating an Explore report
In this example, you'll use some of the metrics you learned above to create a basic report that, for each of your agents, shows the number of calls they made or received, the end-user name, and the completion status of the call. The report is filtered to show only calls from the current week.
To create the report
- In Zendesk Explore, click the query icon ( ).
- In the Queries library, click New query.
- On the Choose a dataset page, choose Talk > Calls > Talk: Calls [default], and then click New query. Query builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Calls, then click Apply. Explore displays the total number of calls made or received.
- In the Filters panel, click Add.
- From the list of attributes, choose Call - Date, and then click Apply.
- Click the Call - date filter you just added.
- On the Call - Date page, click Edit date ranges.
- On the Date range page, choose This week, and then click Apply. Explore displays the total number of calls made or received this week.
- In the Rows panel, click Add.
- From the list of attributes, choose the following:
- Call agent name
- Call direction
- End-user name
- When you are finished, click Apply. Explore displays the completed table.
In this article you've learned some of the basics to get you started reporting with Talk and Explore. To read about all of the metrics and attributes you can use to create Talk reports, see Metrics and attributes for Zendesk Talk.
For more help creating custom reports for Explore, see Getting started creating queries.
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.
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.
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?
I will answer this question by question.
I hope this helps.
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.
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?
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.
You can try the sample below. For more information, please refer to Metrics and attributes for Zendesk Talk.
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!
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
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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