In this recipe, you’ll learn how to report on call acceptance data (whether agents accepted, declined, or missed calls) for the Zendesk Talk agents in your account.
This article contains the following topics:
What you’ll need
Skill level: Beginner
Time required: 10 mins
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Call data in Zendesk Talk
Creating the report
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Talk > Talk - Calls, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list, select Accepted call legs, Declined call legs, and Missed call legs, then click Apply.
- In the Rows panel, click Add.
- From the list, select Leg agent name, then click Apply.
- (Optional) Add a filter for Leg - Date to narrow your results.
5 comments
Allison Dufour
Why is there a row at the top without an agent name and with 0 under all the Metrics?
0
Noly Maron Unson
Hi Allison,
I created a ticket on your behalf to check this issue. Please check your email and reply to my message.
Thank you.
0
Agente2
Hi, i dont understand if this is for a call or a call leg? And if is for call legs, how can i measure that to calls only. Thx
0
Dainne Kiara Lucena-Laxamana
Hi Agente2
That depends on what type of calls you would like to measure since those 2 attributes are used to dissect the Metric data. I would suggest checking out What is the difference between calls and call legs? to know more about the different between the two.
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Agente2
I want to make an explore recipe where i can measure the missed calls of my agents, peer agent, so in that way i can see if they where with the status online and had a missed call. Can you help me with this?! Thanks and have a great day.
0