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Metrics and attributes for Zendesk Talk



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Rob Stack

Zendesk Documentation Team

Edited Nov 13, 2024


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59 comments

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

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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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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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.

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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. 

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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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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

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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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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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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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.

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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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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

Zendesk Customer Care

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 (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

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

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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 (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

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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Should this say sec instead of min?

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Erin O'Callaghan

Zendesk Documentation Team

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.

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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.

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Gabriel Manlapig

Zendesk Customer Care

Hi Z Tan,
 
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.
 

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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!

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Jim

Zendesk Customer Care

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,
 

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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.

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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.

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Jahn

Zendesk LuminaryCommunity Moderator

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.

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

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

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Jahn

Zendesk LuminaryCommunity Moderator

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? 

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

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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