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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
  • Creating the report
  • Enhancing the report

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

  1. In Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Talk > Talk - Calls, then click Start report. The report builder opens.
  4. In the Metrics panel, click Add.
  5. From the list, select Accepted call legs, Declined call legs, and Missed call legs, then click Apply.
  6. In the Rows panel, click Add.
  7. From the list, select Leg agent name, then click Apply.
  8. (Optional) Add a filter for Leg - Date to narrow your results.

Enhancing the report

You can also report on call acceptance data that does not count towards the accepted, missed, or declined call leg types. This call leg type, known as the ended leg type, applies to call legs that terminate due to local factors affecting the call. For example, this can occur due to network issues or when an agent refreshes the browser tab.

To enhance the report

  • Use a standard calculated metric with the name Ended Call Legs and following formula: 
    IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND [Leg completion status]="Completed" AND 
    (VALUE(Leg talk time (sec))=0)) THEN [Leg ID] ENDIF

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