In this recipe, you'll learn how to create a report showing the number of abandoned calls during the initial available agent's greeting.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see the article Giving agents access to Explore)
- A subscription to Zendesk Talk
Creating the report
To create 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 of metrics, click Inbound calls > Inbound calls, then click Apply.
- Now, you'll create a custom Standard calculated attribute to calculate the number of calls that were abandoned during the initial greeting. From the Calculations (
) menu, click Standard calculated attribute.
- On the Standard attribute attribute page, enter a name for your attribute, such as Calls abandoned in greeting.
-
In the Formula field, enter or paste the following:
IF ([Call completion status]="Abandoned in queue"
AND VALUE(Call wait time (sec))=0)
THEN "Abandoned in greeting"
ELSE [Call completion status]
ENDIFYour standard calculated attribute will look like the following image.
- In the Columns panel, click Add.
- From the list of attributes, choose Calculated attribute > Calls abandoned in greeting (the metric you just created).
The report is complete. See the image below for an example of how it will look.
2 comments
Ulises
Hi Claire Miller,
Thanks for this great article. Is there any way I can use this to create a webhook to set a custom tag in the actual ticket?
Currently, all incoming calls abandoned before reaching an agent or any other status are tagged "abandoned_in_queue". I would like to label all tickets dropped during the greeting with a custom tag or custom ticket field.
0
Sarah C
In Explore, the call completion status is pulled from the
completion_status
from an Incremental calls export. In theory, you could create a webhook to fire to a custom app to check the ticket ID against the incremental calls export and then pull the call'scompletion_status.
That information could then be used to update to the ticket via an external webhook to add a tag (Update ticket), but there's not a way to natively grab this information into a trigger condition within Zendesk.0