Metrics and attributes for Zendesk Talk

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47 Comments

  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Jake Gonzalez -

    You should be able to slice the data by Ticket ID for clarification, but my guess is that you either have a) Voice tickets with multiple Calls or B) Email tickets that received a subsequent Call. Either scenario would create a discrepancy between # of Calls and Voice tickets logged.

    Hope this helps!

    Brandon

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  • Jake Gonzalez

    Hey Brandon Tidd 

    Sliced the data by Ticket ID and I'm seeing both of these situations come up. Appreciate the help and your quick response! 

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  • PAUL STRAUSS

    Is there any metric that can be used to determine the length of a voicemail recording? We have an SLA for our clients about how long after a voicemail is left that we respond, but we don't want to include voicemails where the person hung up on the voicemail in under 5 seconds, since those could not be replied to.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Paul,

    I'm afraid it's not possible to report on the the length of voicemail messages in Explore. The native metric Call recording time shows the length of the call recording in Talk tickets but the metric will always return zero for voicemails. At this time, the only way to exclude these voicemail tickets from reports is if your agents manually tag these tickets; from there, you can exclude the data from your reports via tags.
    -1
  • Daryan Smith

    Hi, 

    I'm trying to build reporting and dashboards based on talk data sets. 

    How do you determine the metrics for specific scenarios? 

    For example I want to determine the number of calls, inbound, outbound, abandoned (split between reason) and calls that reached an agent and were answered and completed. 

    The last 2 are the ones I'm struggling with as this should be completed call legs, however, the values don't match and the drill down function shows abandoned calls within the data set. 

    1
  • Alice Vavasseur

    Hi Dane ,
    I'm looking for the Quality of Service (QS) of my team. The closest metrics is % Inbound completion rate, but can you confirm that the inbounds are within business hours? The formula is (to be more precise) number of completed inbouds / number of inbounds within BH ?
    Otherwise, that would include all the missed calls when the office is closed right?
    Thanks

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  • PAUL STRAUSS

    When a callback is requested, does the call wait time recorded in the database include the amount of time it took before the system did the callback, or does it only record the time the caller waited in queue before asking for a callback?

    Ideally, we'd like to be able to report on both how long the caller waited before asking for a callback, and how long it took before they got called back.

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  • Rosie B.
    Zendesk Customer Care
    Hi Paul, 
     
    From Talk Professional dashboard, you can see the Average callback wait time to get the average callback time a customer has been waiting for an agent in the queue. But this excludes Available agents greeting. 
     

     
    And from the History page, you can able to export in CSV to get more details of this: 
     

     
    For more details, see Analyzing call activity with the Talk Professional dashboard.
     
    Once you get this details, you can cross check the data (by ticket ID) in Explore report. 
     
    Export CSV:
     

     
    Explore report:

     
    I hope this helps. 
     
     
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  • Jee

    Hi, I'd like to seek clarification on some metrics/fields below:

    1. What's the difference between accepted call legs and completed inbound calls? How do you define as completed? What metric should I use to measure call legs that were actually answered by agents and resolved by agents and not including voicemails, unanswered calls and abandoned calls.

    2. Is the % inbound call completion rate metric include the voicemails, unanswered calls and abandoned calls?

    3. How can I custom the % completed inbound calls that were actually answered by agents out of total inbound call legs? Please guide me on a formula to calculate in Explore. 

    4. What are the starting points and end points for a leg duration and leg talk time? Please explain in instances of the caller/requester and for the agents too. I'd like specific instances to be explained clearly. 

    Be glad to hear you answer my queries as above, thank you! :)

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  • Dy

    Hi! We use API to download data from Zendesk in our company. Where can we find metric "Call wait time" and other metrics? We couldn't find it neither in Ticket Metrics https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/ nor Voice API https://developer.zendesk.com/api-reference/voice/talk-api/introduction/ .

    Could you please specify where your Calls datasets came from and how can we access this data?

    Thank you

     
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  • PAUL STRAUSS

    Is there any way to report on the amount of time that passed between a callback request and when the callback was made? We have a reporting request for this and I'm not sure that data is captured anywhere.

    1
  • Dane
    Zendesk Engineering
    Hi Tan Jee Han,

    Completed inbound call means that the call was successful and the end user was connected with the agent or the call was directed to voicemail or forwarded to an external number. Accepted call legs is the number of inbound calls completed by agents.

    Regarding % Inbound completion rate, is based on the Completed inbound call above.
     
    You can use Accepted call legs for this customization to exactly pinpoint the calls accepted by agents.
     
    Hi Daryna,

    It's a property of Incremental Exports API wait_time.
     
    Hi Paul,

    You can try to use the report below. It's filtered by call type "Callback".
     

     
     
     
     
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  • Dominique Hopson

    Hello,

    Can you explain the formula used for the completion rate? I understand the that is calculated by 

    • The Call completion % rate displayed in that report is the number of Completed calls divided by the total number of calls (inbound and outbound). Note that Zendesk does supply separate Inbound completion % rate and Outbound completion % rate as well, but those aren't displayed here, so you could create your own dashboard showing those numbers if you wanted to see them broken out.
    • Completed calls (see Call completion status) do include successful voicemails; they don't include calls that were not answered, or that were abandoned in the IVR, queue, voicemail, or on-hold.

    But, how is the system calculation the completed calls? When I calculate I don't get 63.6% but I could be calculating this incorrectly. Please advise, thank you.

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  • David

    The Call completion % rate is calculated by dividing the number of Completed calls by the total number of calls (inbound and outbound) 

    The Completed calls include successful voicemails, but they do not include calls that were not answered, or that were abandoned in the IVR, queue, voicemail, or on-hold 

    The formula for calculating the Call completion % rate is as follows:
    Call completion % rate=Total number of calls/Completed calls​×100

    The Completed calls are determined by the Call completion status.
    The system considers a call to be completed if it has been answered and the conversation has ended successfully.

    If you are not getting the expected result, it is possible that you are not including all the calls that were completed.

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Calling out that if you have "Callback From Queue" enabled, that could impact your completion %

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  • Robert Aitkenhead

    Hi there, I was wondering why call Call duration (sec) varies from Call recorded time (sec)?

    Our call duration always seems to be 8-10 seconds longer than the call recording. I couldn't find a clear explanation for the difference. 

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Robert!

    The greeting that plays informing the caller that they are being transferred is not recorded, and usually lasts about 8-10 seconds. IVR users will see a larger gap.

    Hope this helps!

    Brandon

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