Real-Time Data for Completed Callbacks

Answered

6 Comments

  • Jessie Schutz
    Zendesk Team Member

    Hi Anson!

    How you identifying callback tickets?

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  • Anson Hsu

    In historical reporting, I am identifying callback tickets as tickets that have a status of "Completed", Forwarded to "Browser" and have an Agent that is not "Voicemail"

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  • Jessie Schutz
    Zendesk Team Member

    Hey Anson, sorry for the delayed follow-up here.

    I'm going to connect with some of my Talk experts and see what we can figure out for you!

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  • Patrick Bosmans
    Zendesk Customer Advocate

    Hello Anson,

    You can check Total Callback under Reporting>Talk tab on your Talk dashboard.

    Additionally you can create custom reports on the Professional plan that would update hourly which would get you closer to that real-time data that you are looking for.

    If you have anymore questions, feel free to let us know!

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  • Anson Hsu

    I am on a Professional plan.  How do I create custom reports?

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  • Patrick Bosmans
    Zendesk Customer Advocate

    Hello Anson,

     

    Here is an article that will be very helpful stepping you through creating custom reports. Building Custom Reports

     

    Once again, if you need anything else just let us know!

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