Explore recipe: Calls abandoned waiting over 10 seconds

In this recipe, you'll learn how to create a report that shows the number of abandoned calls and compare it to abandoned calls whose duration is longer than 10 seconds. This is useful if you want to investigate your internal routing system.

What you'll need

Skill level: Advanced

Time required: 20 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving users 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 of metrics, select Inbound calls and click Apply.
   Next, you'll create a standard calculated metric to calculate the number of calls that were abandoned after longer than 10 seconds.
6. From the Calculations () menu, click Standard calculated metric.
7. In the Name field, enter a name for your metric, such as Abandoned calls > 10 sec. 
8. In the Formula field, enter or paste the following:

   IF
   ([Call completion status]="Abandoned in IVR" OR
   [Call completion status]="Abandoned in queue" OR
   [Call completion status]="Abandoned in voicemail" OR
   [Call completion status]="Abandoned in on-hold") AND
   VALUE(Call duration (sec))>10 THEN
   [Call ID]
   ENDIF

   Your standard calculated metric will look like the following image:

   
9. In the Metrics panel, click Add.
10. From the list of metrics, select Abandoned calls > 10 sec (the standard calculated metric you just created).
11. Change the aggregator for both metrics to COUNT.
12. In the Rows panel, click Add.
13. From the list of attributes, select Call completion status. 
14. Click the attribute you just added, select Abandoned in IVR, Abandoned in queue, and Abandoned in voicemail, and click Apply.

The report is complete. See the image below for an example of how it will look.