Explore recipe: Call log report

Zendesk is removing the Sell datasets and prebuilt dashboard from Explore on January 16, 2024. For more information, see Announcing the removal of Sell datasets and dashboards in Explore.

Note: Sell customers who also have a Suite Professional plan or higher may also create this report.

In this Explore recipe, you’ll learn how to create a simple call log report that shows calls made within a specific time frame, along with the owner, outcome and duration.

This article contains the following topics:

• What you’ll need
• Creating the report

What you’ll need

Skill level: Beginner

Time required: 5 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Sales data in Zendesk Sell

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 Sell > Sell - Calls, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list, select Calls and Call duration and click Apply.
6. In the Rows panel, click Add.
7. From the list, select the following attributes and then click Apply:
   • Time - Call made at - Timestamp
   • Call owner
   • Call outcome
8. To change the Call time column to a duration format, go to the Chart configuration menu () and select Display format. In the SUM(Call duration) field, select Duration.
9. To hide the Calls column (which always shows “1”), go to the Chart configuration menu () and select Columns. In the Column 4 row, click the eye icon.
10. To filter the report by time frame, click the Time - Call made at - Timestamp attribute on the left, click Edit date ranges, and select the time frame you want to see.
11. To change the date and time format, go to the Chart configuration () menu and select Date display format.
12. Select Custom and enter the following: MMM Do, YYYY @ h:mm a z
    This renders a default timestamp of 2021-08-26T14:44:00 as Aug 26, 2021 @ 02:44 pm UTC.
13. To add an optional filter for the type of call, in the Filters panel, click Add.
14. From the list, select Call type and click Apply. You can then click this attribute to filter the report’s results to suit your needs.