Use this article to discover the metrics and attributes you can use to build Explore reports based on your usage of Zendesk Talk. These datasets are also used for the Talk prebuilt dashboards (see Overview of the Zendesk Talk dashboard).
For more information about how to create reports with Explore, see Creating reports.
Calls dataset
The Calls dataset contains metrics and attributes that relate to your Talk call statistics. This sections lists all the available elements for the dataset, and contains the following topics:
This section contains the following topics:
Talk dataset schema
Use this diagram to help you understand the elements of the Talk dataset and their relationships.
Talk metrics
This section lists and defines all of the Talk metrics available.
Metric | Definition | Calculation |
---|---|---|
Calls | The total number of calls. | [Call ID] |
Completed calls | The total number of calls that were completed. | IF ([Call completion status]="Completed") THEN [Call ID] ENDIF |
Abandoned calls | The number of calls that were abandoned while in your IVR, queue, voicemail, or on-hold. | IF ([Call completion status]="Abandoned In IVR" OR [Call completion status]="Abandoned In queue" OR [Call completion status]="Abandoned In voicemail" OR [Call completion status]="Abandoned in on-hold" ) THEN [Call ID] ENDIF |
Non-answered calls | The number of calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't abandon the call in one of the defined call stages. | IF ([Call completion status]="Not answered") THEN [Call ID] ENDIF |
Recorded calls | The number of calls that were recorded. | IF ([Call recorded] = "TRUE") THEN [Call ID] ENDIF |
Non-recorded calls | The number of calls that were not recorded. | IF ([Call recorded] = "FALSE") THEN [Call ID] ENDIF |
Multi-assist calls | The number of calls that were assisted by more than one agent. | IF ([Leg consultation type]!=NULL) THEN [Call ID] ENDIF |
Consultation calls | The number of calls that had a consultation with an additional agent or external number. | IF ([Leg consultation type]="Consultation") THEN [Call ID] ENDIF |
Unattended transfer calls | The number of calls that were transferred to another agent without the consultation phase. | IF ([Leg consultation type]="Unattended transfer") THEN [Call ID] ENDIF |
Conference calls | The number of calls that had a 3 person conference. | IF ([Leg consultation type]="Conference") THEN [Call ID] ENDIF |
Good quality calls | The number of good quality calls. These are calls that had no audio or network issues. | IF ([Call quality]="Good") THEN [Call ID] ENDIF |
Bad quality calls | The number of bad quality calls. These are calls that had at least one audio or network issue. | IF ([Call quality]="Bad") THEN [Call ID] ENDIF |
% Call completion rate | The percentage of the calls that were completed successfully. | D_COUNT(Completed calls)/D_COUNT(Calls) |
% Call multi-assist rate | The percentage of the calls that were assisted by more than one agent. | D_COUNT(Multi-assist calls)/D_COUNT(Calls) |
% Call quality rate | The percentage of the calls that had good quality from the total number of calls on which the quality was measured. | D_COUNT(Good quality calls)/(D_COUNT(Good quality calls)+D_COUNT(Bad quality calls)) |
Calls - Daily average | The average number of calls each day. | D_COUNT(Calls)/DCOUNT_VALUES([Call - Date]) |
Inbound calls | The total number of inbound calls. | IF [Call direction]="inbound" THEN [Call ID] ENDIF |
Completed inbound calls | The total number of inbound calls that were completed. | IF ([Call direction]="Inbound" AND [Call completion status]="Completed") THEN [Call ID] ENDIF |
Abandoned inbound calls | The total number of incoming calls that were abandoned by the end user. | IF ([Call direction]="Inbound" AND ([Call completion status]="Abandoned in IVR" OR [Call completion status]="Abandoned in queue" OR [Call completion status]="Abandoned in voicemail" OR [Call completion status]="Abandoned in on-hold" )) THEN [Call ID] ENDIF |
Non-answered inbound calls | The number of inbound calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't abandon the call in one of the defined call stages. | IF ([Call direction]="Inbound" AND [Call completion status]="Not answered") THEN [Call ID] ENDIF |
Regular inbound calls | The number of regular inbound calls. | IF ([Call direction]="Inbound" AND [Call type]="Regular") THEN [Call ID] ENDIF |
Callback calls | The number of inbound calls for which the callback feature was used. | IF ([Call type]="Callback") THEN [Call ID] ENDIF |
Forwarded calls | The number of inbound calls forwarded to external phone numbers via IVR. | IF ([Call type]="Forwarded") THEN [Call ID] ENDIF |
Overflow calls | The number of inbound calls forwarded to overflow phone numbers. | IF ([Call type]="Overflow") THEN [Call ID] ENDIF |
Text back calls | The number of inbound calls forwarded to external phone numbers via IVR. | IF ([Call type]="Text back") THEN [Call ID] ENDIF |
Voicemail calls | The total number of calls routed to voicemail. | IF ([Call type]="Voicemail") THEN [Call ID] ENDIF |
Bad quality inbound calls | The number of bad quality inbound calls. | IF ([Call direction]="Inbound" AND [Call quality]="Bad") THEN [Call ID] ENDIF |
Good quality inbound calls | The number of good quality inbound calls. | IF ([Call direction]="Inbound" AND [Call quality]="Good") THEN [Call ID] ENDIF |
% Inbound completion rate | The percentage of inbound calls that were completed successfully. | D_COUNT(Completed inbound calls)/D_COUNT(Inbound calls) |
% Inbound quality rate | The percentage of the inbound calls that had a good quality from the total number of inbound calls on which the quality was measured. | D_COUNT(Good quality inbound calls)/(D_COUNT(Good quality inbound calls)+D_COUNT(Bad quality inbound calls)) |
Inbound calls - Daily average | The average number of inbound calls each day. | D_COUNT(Inbound calls)/DCOUNT_VALUES([Call - Date]) |
Outbound calls | The total number of outbound calls made. | IF ([Call direction]="Outbound") THEN [Call ID] ENDIF |
Completed outbound calls | The total number of outbound calls that were completed. | IF ([Call direction]="Outbound" AND [Call completion status]="Completed") THEN [Call ID] ENDIF |
Abandoned outbound calls | The total number of outbound calls that were abandoned while on-hold. | IF ([Call direction]="Outbound" AND [Call completion status]="Abandoned in on-hold") THEN [Call ID] ENDIF |
Non-answered outbound calls | The number of outbound calls that end users didn’t answer. | IF ([Call direction]="Outbound" AND [Call completion status]="Not answered") THEN [Call ID] ENDIF |
Good quality outbound calls | The number of good quality outbound calls. | IF ([Call direction]="Outbound" AND [Call quality]="Good") THEN [Call ID] ENDIF |
Bad quality outbound calls | The number of bad quality outbound calls. | IF ([Call direction]="Outbound" AND [Call quality]="Bad") THEN [Call ID] ENDIF |
% Outbound completion rate | The percentage of outbound calls that were completed successfully. | D_COUNT(Completed outbound calls)/D_COUNT(Outbound calls) |
% Outbound quality rate | The percentage of outbound calls that had a good quality from the total number of outbound calls on which the quality was measured. | D_COUNT(Good quality outbound calls)/(D_COUNT(Good quality outbound calls)+D_COUNT(Bad quality outbound calls)) |
Outbound calls - Daily average | The average number of outbound calls each day. | D_COUNT(Outbound calls)/DCOUNT_VALUES([Call - Date]) |
Legs | The total number of call legs. A leg is a segment of a phone call. | [Leg ID] |
Agent legs | The total number of agent call legs. These are calls initiated by an agent. | IF ([Leg type]="Agent" ) THEN [Leg ID] ENDIF |
End user legs | The total number of end user call legs. These are calls initiated by an end user. | IF ([Leg type]="End-user" ) THEN [Leg ID] ENDIF |
External legs | The number of call legs associated with external users. | IF ([Leg type]="External") THEN [Leg ID] ENDIF |
Consultation legs | The number of call legs that were initiated by the agents for consulting with other agents of external users. | IF ([Leg consultation type]="Consultation") THEN [Leg ID] ENDIF |
Unattended transfer legs | The number of call legs that were initiated by the agents for consulting with other agents of external users and were transferred to that person. | IF ([Leg consultation type]="Unattended transfer") THEN [Leg ID] ENDIF |
Conference legs | The number of call legs that were initiated by the agents for consulting with other agents of external users and resulted in a 3 person conference. | IF ([Leg consultation type]="Conference") THEN [Leg ID] ENDIF |
Good quality legs | The number of good quality call legs. | IF ([Leg quality]="Good") THEN [Leg ID] ENDIF |
Bad quality legs | The number of bad quality call legs. | IF ([Leg quality]="Bad") THEN [Leg ID] ENDIF |
Good quality agent legs | The number of good quality agent call legs. | IF ([Leg quality]="Good" AND [Leg type]="Agent") THEN [Leg ID] ENDIF |
Bad quality agent legs | The number of bad quality agent call legs. | IF ([Leg quality]="Bad" AND [Leg type]="Agent") THEN [Leg ID] ENDIF |
% Leg quality rate | The percentage of call legs that had a good quality from the total number of call legs on which the quality was measured. | D_COUNT(Good quality legs)/(D_COUNT(Good quality legs)+D_COUNT(Bad quality legs)) |
% Agent leg quality rate | The percentage of agent call legs that had a good quality from the total number of agent call legs on which the quality was measured. | D_COUNT(Good quality agent legs)/(D_COUNT(Good quality agent legs)+D_COUNT(Bad quality agent legs)) |
Accepted call legs | The number of inbound calls completed by agents. The leg talk time must be greater than 0. As a result, this metric's results might differ from the Calls accepted metric on the Talk dashboard. |
IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND [Leg completion status]="Completed" AND VALUE(Leg talk time (sec))>0) THEN [Leg ID] ENDIF |
Missed call legs | The number of inbound calls missed by agents. | IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND [Leg completion status]="Agent missed") THEN [Leg ID] ENDIF |
Declined call legs | The number of inbound calls an agent declined. | IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND ([Leg completion status]="Agent declined" OR [Leg completion status]="Agent declined transfer")) THEN [Leg ID] ENDIF |
Recording interactions | The number of times agents turned on or off recording during the call. | (Recording interactions) |
IVR transitions | The number of key presses the caller has made in the IVR menu. | (IVR transitions) |
Call agents | The name of all call agents. | [Call agent ID] |
Call end users | The name of all registered end users. | [End-user ID] |
Call organizations | The number of call organizations. | [Organization ID] |
Call duration (sec) | The total call duration in seconds for an end user from when the call is connected until it is disconnected. | VALUE(Call duration (sec)) |
Call talk time (sec) | The duration in seconds that an end user spends actually talking with an agent during a call. | (Call talk time (sec)) |
(Call wait time (sec)) | The duration in seconds that an end user spends waiting to talk to an agent after being routed to where they want. For more information, see What is the difference between Call wait time and Call answer time? | (Call wait time (sec)) |
Call answer time (sec) | The duration in seconds that an end user waits for a call to be answered by an agent, including the greetings and IVR. For more information, see What is the difference between Call wait time and Call answer time? | (Call answer time (sec)) |
Call IVR time (sec) | The duration in seconds that an end user spent in an interactive voice response (IVR) system. | (Call IVR time (sec)) |
Call consultation time (sec) | The duration in seconds that an agent spent consulting with another agent. | (Call consultation time (sec)) |
Call on-hold time (sec) | The duration in seconds that an end user spent on-hold. | (Call on-hold time (sec)) |
Call recorded time (sec) | The call recording duration in seconds. This metric always returns 0 for voicemail calls. | (Call recorded time (sec)) |
Call not recorded time (sec) | The duration in seconds during which a call wasn't recorded. | (Call not recorded time (sec)) |
Call wrap-up time (sec) | The duration in seconds that an agent spent in the wrap-up stage after a call. | (Call wrap-up time (sec)) |
Call duration (min) | The total call duration in minutes for an end user from when the call is connected until it is disconnected. | VALUE(Call duration (sec))/60 |
Call talk time (min) | The duration in minutes that an end user spends actually talking with an agent during a call. | (Call talk time (sec))/60 |
Call wait time (min) | The duration in minutes that an end user spends waiting to talk to an agent after being routed to where they want. For more information, see What is the difference between Call wait time and Call answer time? | (Call wait time (sec))/60 |
Call answer time (min) | The duration in minutes that an end user waits for a call to be answered by an agent, including the greetings and IVR. For more information, see What is the difference between Call wait time and Call answer time? | (Call answer time (sec))/60 |
Call IVR time (min) | The duration in minutes that an end user spent in an interactive voice response (IVR) system. | (Call IVR time (sec))/60 |
Call consultation time (min) | The duration in minutes that an agent spent consulting with another agent. | (Call consultation time (sec))/60 |
Call on-hold time (min) | The duration in minutes that an end user spent on-hold. | (Call on-hold time (sec))/60 |
Call recorded time (min) | The call recording duration in minutes. This metric always returns 0 for voicemail calls. | (Call recorded time (sec))/60 |
Call not recorded time (min) | The duration in minutes during which call wasn't recorded. | (Call not recorded time (sec))/60 |
Call wrap-up time (min) | The duration in minutes that an agent spent in the wrap-up stage after a call. | (Call wrap-up time (sec))/60 |
Call billed time (min) | The number of minutes for which a call incurred a charge. | (Call billed time (min)) |
Call duration (hrs) | The total call duration in hours for an end user from when the call is connected until it is disconnected. | VALUE(Call duration (sec))/60/60 |
Call talk time (hrs) | The duration in hours that an end user spends actually talking with an agent during a call. | (Call talk time (sec))/60/60 |
Call wait time (hrs) | The duration in hours that an end user spends waiting to talk to an agent after being routed to where they want. For more information, see What is the difference between Call wait time and Call answer time? | (Call wait time (sec))/60/60 |
Call answer time (hrs) | The duration in hours that an end user waits for a call to be answered by an agent, including the greetings and IVR. For more information, see What is the difference between Call wait time and Call answer time? | (Call answer time (sec))/60/60 |
Call IVR time (hrs) | The duration in hours that an end user spent in an interactive voice response (IVR) system. | (Call IVR time (sec))/60/60 |
Call consultation time (hrs) | The duration in hours that an agent spent consulting with another agent. | (Call consultation time (sec))/60/60 |
Call recorded time (hrs) | The call recording duration in hours. This metric always returns 0 for voicemail calls. | (Call recorded time (sec))/60/60 |
Call not recorded time (hrs) | The duration in hours during which call wasn't recorded. | (Call not recorded time (sec))/60/60 |
Call wrap-up time (hrs) | The duration in hours that an agent spent in the wrap-up stage after a call. | (Call wrap-up time (sec))/60/60 |
Call on-hold time (hrs) | The duration in hours that an end user spent on-hold. | (Call on-hold time (sec))/60/60 |
Call billed time (hrs) | The number of hours for which a call incurred a charge. | (Call billed time (min))/60 |
Leg duration (sec) | By default, gives the average duration in seconds for all legs in seconds. | (Leg duration (sec)) |
Leg talk time (sec) | The average time in seconds spent actually talking in a call leg. | (Leg talk time (sec)) |
Leg consultation time (sec) | The average time in seconds when agents consulted with other agents during a call leg. | (Leg consultation time (sec)) |
Leg conference time (sec) | The time in seconds leg user spent in the 3 person conference. | (Leg conference time (sec)) |
Leg on-hold time (sec) | The average time in seconds spent on hold in a call leg. | (Leg on-hold time (sec)) |
Leg wrap-up time (sec) | By default, returns the average wrap-up time in seconds. | (Leg wrap-up time (sec)) |
Leg duration (min) | By default, returns the average duration for all legs in minutes. | (Leg duration (sec))/60 |
Leg talk time (min) | The average time in minutes spent actually talking in a call leg. | (Leg talk time (sec))/60 |
Leg consultation time (min) | The average time in minutes when agents consulted with other agents during a call leg. | (Leg consultation time (sec))/60 |
Leg conference time (min) | The time in minutes leg user spent in the 3 person conference. | (Leg conference time (sec))/60 |
Leg on-hold time (min) | The average time in minutes spent on hold in a call leg. | (Leg on-hold time (sec))/60 |
Leg wrap-up time (min) | By default, returns the average wrap-up time in minutes. | (Leg wrap-up time (sec))/60 |
Leg duration (hrs) | By default, returns the average duration for all legs in hours. | (Leg duration (sec))/60/60 |
Leg talk time (hrs) | The average time in hours spent actually talking in a call leg. | (Leg talk time (sec))/60/60 |
Leg consultation time (hrs) | The average time in hours when agents consulted with other agents during a call leg. | (Leg consultation time (sec))/60/60 |
Leg conference time (hrs) | The time in hours leg user spent in the 3 person conference. | (Leg conference time (sec))/60/60 |
Leg on-hold time (hrs) | The average time in hours spent on hold in a call leg. | (Leg on-hold time (sec))/60/60 |
Leg wrap-up time (hrs) | By default, returns the average wrap-up time in hours. | (Leg wrap-up time (sec))/60/60 |
Talk attributes
This section lists and defines all the Zendesk Talk attributes available.
Attribute | Definition |
---|---|
Call ID | The ID number of a call. |
Call direction | Shows whether the call was inbound or outbound. |
Call type | The type of call. Values are:
|
Call channel | The channel the call came in on. Allowed values are phone, mobile-sdk, web-widget, messaging-widget, and messaging-mobile-sdk. |
Line type | The type of line the call originated from. Allowed values are phone or digital. |
Call completion status | Indicates how the call was completed. Values are
Abandoned in IVR, Abandoned in queue,
Abandoned in voicemail, Abandoned in
on-hold, Completed, and Not answered.
Completed 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. Not answered means that the call wasn’t successful. An example of an inbound not answered call is when the end user wasn’t connected with the agent, or the customer left the call in a transition stage that is not included in the abandoned statuses. An example of outbound not answered call is when the end user didn’t answer the agent’s call. |
Call Talk number | The phone number registered in Zendesk Talk. |
Call group | Name of the group where the call was answered. |
Call callback source | The place from where the callback was requested. Values are Phone and Web Widget (Classic). |
Call exceeded queue wait time | Indicates if the customer exceeded the set time limit waiting for the agent in the queue. |
Call group is default | Indicates if the call was answered in the default group or not. Values: True and False. |
Call IVR action | The last IVR action end user selected. Values are Group, Invalid keypress, IVR menu, Phone number, Text back, and Voicemail. |
Call IVR destination | The last IVR destination of the call, possible values are group names and external phone numbers. |
Call outside business hours | Indicates if the call was outside of business hours. |
Call overflow number | The phone number to which an overflow call was directed. |
Call quality | Indicates if a call had good or bad network and audio quality. Values are Bad, Good, and No information. |
Call recorded | Indicates if a call was recorded or not. Values are True or False. |
Call recording setting | The phone number recording setting used for the call. Values are Always off,Always on,Opt-in and Opt-out. |
Call recording consent | The recording consent option end user selected at the beginning of the call. Values are Opted in and Opted out. |
Call with requested voicemail | Indicates if the caller requested to be put through to voicemail. |
Leg ID | The unique ID of the call leg. |
Leg type | The type of call leg, either associated with the agent or customer. |
Leg completion status | Indicates whether an agent declined an incoming call, missed the prompt to accept the call, or accepted the call for an individual call leg. |
Leg consultation type | Indicates if a call leg was initiated as part of the consultation and warm transfer feature and what type of consultation it was. Values are Consultation, Conference and Unattended transfer. |
Leg agent available via | Indicates the method used by the agent to talk, either phone or browser. |
Leg agent forwarding number | The phone number to which a call is forwarded when the agent is not available. |
Leg instance | The unique ID of the call leg. |
Leg quality | Indicates if a call leg had a good or bad network and audio quality. Values are Bad, Good, and No information. |
Leg quality issues | Lists the quality issues encountered during the call leg. Values are High jitter, High latency, High packet loss, High post-dial delay, and Silence. For definitions of these values, see Reporting on call quality issues. |
Ticket ID | The Ticket ID associated with a call. |
Ticket status | The status of the ticket associated with the call. |
Ticket custom status name | The name of a custom ticket status. This attribute
appears only if you've enabled custom ticket
statuses. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
NULL. Data is available only from October 19, 2023 onward. |
Ticket custom status category | The category that a custom ticket status is mapped to.
This attribute appears only if you've enabled custom ticket
statuses. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
Ticket Status. Data is available only from October 19, 2023 onward. |
Ticket custom status state | Returns true if a custom ticket status is active,
or false if a custom ticket status is deactivated.
This attribute appears only if you've enabled custom ticket
statuses. Data is available only from October 19, 2023 onward. |
Ticket group | Name of the group where the ticket was assigned. |
Ticket assignee | The person who is assigned the ticket |
Ticket brand | The brand of the ticket associated with the call. |
Ticket channel | The channel a ticket was created from. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore. |
Ticket form | Ticket form used on the ticket. |
Ticket organization | The organization associated with the ticket. |
Ticket priority | The priority of the ticket associated with the call. |
Ticket problem ID | The ID of the associated problem ticket. |
Ticket requester | The name of the ticket requester. |
Ticket satisfaction rating | The satisfaction rating associated with the ticket. |
Ticket subject | The subject line of the ticket. |
Ticket tags | A list of tags for the ticket associated with the
call. For important information about filtering reports using tags, see Reporting on ticket tags using filters. |
Ticket type | The type of the ticket, for example, incident, or problem. |
Sharing agreement inbound | The number of tickets a Zendesk Support account shared with your Zendesk Support account. |
Sharing agreement outbound | The number of tickets your Zendesk Support account shared with another Zendesk Support account. |
Call agent name | The name of the first agent associated with the
call. Values for this attribute (and for the other Call agent attributes below) include users who currently have an agent or admin role, as well as users who previously had an agent or admin role and were assigned to a ticket at least once. |
Call agent role | The role of the first agent during the call. |
Call agent ID | The ID of the first agent associated with the call. |
Call agent email | The email address of the first agent associated with the call. |
Call agent locale | The locale of the first agent associated with the call. |
Call agent status | The Zendesk status of the first agent associated with the call. |
Call agent tags | A list of tags associated with the first agent for the
call. For important information about filtering reports using tags, see Reporting on ticket tags using filters. |
Call agent time zone | The time zone of the first agent associated with the call. |
End-user name | The name, or phone number of the end user associated with the call. |
End-user role | The role of the end user associated with the call |
End-user ID | The ID number of the end user associated with the call. |
End-user email | The email address of the end user associated with the call. |
End-user locale | The locale of the end user associated with the call, for example, en-US. |
End-user status | The status in Zendesk Support of the end user associated with the call. |
End-user tags | A list of tags associated with the end user for the
call. For important information about filtering reports using tags, see Reporting on ticket tags using filters. |
End-user time zone | The time zone of the end user associated with the call. |
Leg agent name | The name of the agent for a specific call leg. |
Leg agent role | The role of the agent for a specific call leg. |
Leg agent ID | The unique ID of the agent for a specific call leg. |
Leg agent email | The email address of the agent for a specific call leg. |
Leg agent locale | The locale of the agent for a specific call leg |
Leg agent status | The Zendesk status of the agent for a specific call leg. |
Leg agent tags | A list of tags associated with the agent for a specific
call leg. For important information about filtering reports using tags, see Reporting on ticket tags using filters. |
Leg agent time zone | The time zone of the agent associated with this leg of the call. |
Leg user name | The name of the end user for a specific call leg. |
Leg user role | The role of the end user for a specific call leg. |
Leg user ID | The unique ID of the end user for a specific call leg. |
Leg user email | The email address of the end user for a specific call leg. |
Leg user locale | The locale of the end user for a specific call leg |
Leg user status | The Zendesk status of the end user for a specific call leg. |
Leg user tags | A list of tags associated with the end user for a
specific call leg. For important information about filtering reports using tags, see Reporting on ticket tags using filters. |
Leg user time zone | The time zone of the end user associated with this leg of the call. |
Organization name | The name of the end user organization that initiated the call. |
Organization ID | The unique ID of the end user organization that initiated the call. |
Organization domains | The web domain of the end user organization, for example, zendesk.com. |
Organization status | The Zendesk status of the end user organization that initiated the call. |
Organization tags | The tags associated with the end user organization. For important information about filtering reports using tags, see Reporting on ticket tags using filters. |
Call duration brackets | Splits call durations into brackets. Possible values are 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min, and Not recorded (null). |
Call talk time brackets | Splits call talk time into brackets. Possible values are 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min, and Not recorded (null). |
Call wait time brackets | Splits call wait time into brackets. Possible values are 0-5 sec, 5-15 sec, 15-30 sec, 30-60 sec, 60-300 sec, >300 sec, and Not recorded (null). |
Call answer time brackets | Splits call answer time into brackets. Possible values are 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min, and Not recorded (null). |
Call IVR time brackets | Splits call IVR time into brackets. Possible values are 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min, and Not recorded (null). |
Call consultation time brackets | Splits any metric by the call consultation time brackets. Possible values are 0-15 sec, 15-30 sec, 30-60 sec, 60-300 sec, >300 sec, and Not recorded (null). |
Call on-hold time brackets | Splits call on-hold time into brackets. Possible values are 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min, and Not recorded (null). |
Call not recorded time brackets | Splits any metric by the call not recorded time brackets. Possible values are 0-1 min, 1-2 min, 2-3 min, 3-5 min, >5 min, and Not recorded (null). |
Call wrap-up time brackets | Splits any metric by the call wrap-up time brackets. Possible values are 0-1 min, 1-2 min, 2-3 min, 3-5 min, 5-10 min, >10 min, and Not recorded (null). |
Leg duration brackets | Splits the duration of each call leg into brackets. Possible values are 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min, and Not recorded (null). |
Let talk time brackets | Splits the duration of each call leg talk time into brackets. Possible values are 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min, and Not recorded (null). |
Leg consultation time brackets | Splits any metric by the leg consultation time brackets. Possible values are 0-15 sec, 15-30 sec, 30-60 sec, 60-300 sec, >300 sec, and Not recorded (null). |
Leg conference time brackets | Splits any metric by the leg conference time brackets. Possible values are 0-1 min, 1-2 min, 2-3 min, 3-5 min, 5-10 min, >10 min, and Not recorded (null). |
Leg on-hold time brackets | Splits the duration of each call leg on-hold time into brackets. Possible values are 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min, and Not recorded (null). |
Leg wrap-up time brackets | Splits the duration of each call leg wrap-up time into brackets. Possible values are 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min, and Not recorded (null). |
Intent (Requires intelligent triage) |
A prediction of what the ticket is about. To see the possible values, open the Intent list tab of the Intent settings page to see the AI Intents list under the Taxonomy values heading. |
Intent confidence (Requires intelligent triage) |
The likelihood that the intent prediction is correct. Possible values are High, Medium, and Low. |
Language (Requires intelligent triage) |
A prediction of what language the ticket is written in. To see the possible values, open the Language list tab of the Language settings page. |
Language confidence (Requires intelligent triage) |
The likelihood that the language prediction is correct. Possible values are High, Medium, and Low. |
Sentiment (Requires intelligent triage) |
A prediction of how the customer feels about their request. Possible values are Very Positive, Positive, Neutral, Negative, and Very Negative. |
Sentiment confidence (Requires intelligent triage) |
The likelihood that the sentiment prediction is correct. Possible values are High, Medium, and Low. |
Time - Call started | Includes a number of attributes that return the time and date when calls were initiated. |
Time - Leg started | Includes a number of attributes that return the time and date when call legs were initiated. |
Time - Ticket created | Includes a number of attributes that return the time and date when tickets were created. |
Time - Ticket solved | Includes a number of attributes that return the time and date when tickets were solved. |
Time - Ticket last updated | Includes a number of attributes that return the time and date when tickets were last updated. |
59 comments
Brandon (729)
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 (729)
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
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
0
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.
0
Rosie
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.
0
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! :)
0
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
0
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
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".
0
Dominique Hopson
Hello,
Can you explain the formula used for the completion rate? I understand the that is calculated by
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.
0
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.
0
Brandon (729)
Calling out that if you have "Callback From Queue" enabled, that could impact your completion %
0
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.
0
Brandon (729)
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
0
Chad Susa (Gravity CX - Zendesk Partner)
Should this say sec instead of min?
0
Erin O'Callaghan
Thanks for letting us know about this, Chad Susa (Gravity CX - Zendesk Partner)! I've updated the Call wait time brackets attribute to show the available values in seconds.
0
Zihua Tan
Hi,
I'd like to inquire about the difference between attributes Call agent name and Leg agent name when looking at the metrics - Completed calls, Missed call legs, and Declined call legs - for each agent.
I'm asking because in some cases there's a big difference in the number of missed calls when opting for one attribute or another.
Thanks.
0
Gabriel Manlapig
The call agent name will be the name of the last agent associated with the call while the leg agent name is the name of the agent for a specific call leg. A single call can have multiple call legs so the numbers can line up differently compared between call agents and call leg agents.
Here's a sample of what usually happens on a call.
1. The customer calls your hotline and starts waiting in the queue - Customer call leg.
2. The customer got routed to the first available agent however, the agent declined the call - 1st Agent call leg.
3. Since it was declined by the first agent, the customer will be routed to a different online agent - 2nd Agent call leg.
4. The second agent declined the call again and then the customer was routed to a 3rd available agent - 3rd Agent call leg.
5. The 3rd agent was able to answer it and the call ended - still 3rd Agent call leg.
Now that we understand the flow of the call, let's talk about the metrics and attributes we have in Zendesk Explore for Talk.
Declined call legs (Metric) - this would count the number of agent call legs of an inbound call where the agent declined the call. In our sample above, you should see 2 declined agent call legs for that specific call.
Missed call legs (Metric) The number of inbound calls missed by agents. In this scenario, since all agents decline the call, the missed call leg shouldn't display anything. Since A "missed" call is a call that connects to an agent, but the agent doesn't accept before the call returns to the queue.
Call agent name (Attribute) - this attribute will return the name of the agent who is "last" associated with the call. In our sample above, the name that will show up for that call is the 3rd agent. If you use the metric declined call legs and used the call agent name as your attribute, it may show that 3rd agent declined 2 call agent legs on that call even though he is not the actual agent that declined it.
Leg agent name (Attribute) - this attribute will return the name of the actual agent associated with a specific call leg. In our sample above, this would show that both agents (1st agent and 2nd agent) have a declined call leg on that specific call and the name of the 3rd agent will not show up.
Here are some articles on the difference between calls and legs, reporting calls in Explore and Missed and Declined agent leg:
I hope that helps! Thank you.
0
Anqi Chen
Hi Zendesk Support,
I'm looking at the `user_id` field in zendesk call_leg table. For those call_legs with leg_type="customer', it means these legs are from customers directly. But some of them show null `user_id`. Is there any reason that some calls from customers without any user info associated? Thank you!
0
Jim
Hi Anqi Chen,
I noticed that you also submitted a separate support ticket for the same concern and I'm one of the support advocates who chimed in to assist you with this concern/query. In fact, I just recently sent you an update via email, hence kindly check your email and we'll continue working on this via email, under ticket # 12696843.
Sincerely yours,
0
Shawna
I am looking for data on abandoned calls in IVR. In the live report, you can see the times the calls were abandoned. I need historical. So when the call was abandoned for the day prior. If it was inside out call center times, or outside.
0
Ruben Aba-a
Why does the call duration not match this article?
https://support.zendesk.com/hc/en-us/articles/6856842872858-What-is-the-difference-between-call-length-and-call-duration
as per attributes, it says: The total call duration in seconds for an end user from when the call is connected until it is disconnected.
but on the article it says: Call duration focuses solely on the active or talking time with interactions with an agent. It excludes periods of silence and hold time. This metric measures the actual time spent in conversation or interaction.
0
Jahn
Hello Rob Stack, question about the an outbound call that is considered as “Good Quality Outbound Call” but not “Voicemail Call”?
I manually reviewed the ticket and the call just got routed to the Voicemail of the customer.
0
Brandon (729)
Hey Jahn 👋
Voicemail would refer to an inbound voicemail left for an agent by an end-user.
Outbound calls are considered connected regardless of whether they connect to a human or a voicemail.
Hope this helps!
Brandon
1
Jahn
Thank you for the claification Brandon (729). We are explicitly looking for a metric to differentiate connected to human outbound calls versus connected to voicemail outbound call.
Is there something you can recommend on this?
0
Brandon (729)
Hey Jahn
That makes sense. Unfortunately, as a system Zendesk isn't going to fully understand the difference between human vs voicemail responders. That being said, you've got some options.
1) Agent Categorization. Leveraging a checkbox or dropdown to differentiate which tickets fell into one category would be the most straight-forward approach, but would require the agents to answer (and answer truthfully).
2) Evaluate Time On Call. Examining the length of calls may give you a leading indicator as voicemail calls will generally be a bit shorter than human calls, depending on the nature of the content being discussed.
3) Leverage AI. With Advanced AI, Zendesk will transcribe live calls. You could sniff for keywords in the transcriptions such as “Your call has been forwarded to an automatic voicemail system.”
Of all these, I would recommend the first option. Best of luck!
Brandon
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