Metrics and attributes for Zendesk Talk

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  • Brandon Tidd
    Community Moderator
    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!


  • 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! 


    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.

  • 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.
  • Daryan Smith


    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. 

  • 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?


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