I know of two metrics within Insights:
- # Inbound Calls
- # Accepted Calls
However, I'm finding that the # of Accepted Calls metric is counting transferred calls. So, let's say a customer calls in and Agent A answers the call but transfers it to Agent B. Zendesk counts this as TWO accepted calls.
Does anyone have a good way of reporting on # of Answered Calls, excluding transfers? We basically want to know "Out of X Inbound calls, how many did we answer?"
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