• Amy Dee

  • April 30, 2018 16:50

  Zendesk team member

  Hi Justin! The key difference between these two metrics is what they're counting. # inbound Calls counts calls as a whole, while # Accepted Calls counts individual agent call legs. If multiple agents are involved with a call, the call will count multiple times in # Accepted Calls.

  In your case, you should focus on filtering the results from # inbound Calls. I recommend a combination of Call Completion Status and Total Talk Time, to narrow it down to completed calls with agent interaction.

  It looks like you already submitted a ticket on this topic. We'll be happy to assist further over there.

  I hope this helps! Happy reporting!

• Justin

  • April 30, 2018 16:59

  Thanks, that worked!

• Rene Herrera

  • May 03, 2018 18:21

  Hello Justin Smith  , did you create a metric in order to get  "Out of X Inbound calls, how many did we answer?"?

  If you did can you put in here please.
  thanks

• Justin

  • May 07, 2018 14:29

  Hi Rene! Yes, here's the custom metric I created for "# Answered Calls" 

  SELECT IFNULL((SELECT # inbound Calls WHERE Call Completion Status = completed AND (SELECT SUM(Call Talk Time) BY Call)>0), 0)

• Antheus Bendig

  • September 14, 2018 11:59

  Hey guys,

  first of all: do all the metrics work with outbound calls too?

  Because i want to know the same metrics like Justin but for the outbound calls.

  We want wot know "Out of X outbound calls, 

  - how many customers accepted the call"

  - the average duration of the calls"

   

  If i try to get an output its like this:

   

  

   

  thanks

• NaKisha Stephens

  • January 25, 2019 01:06

  Hello, is anyone else getting the following error message using the formula?  Any help would be appreciated! 

• Amy Dee

  • January 25, 2019 15:37

  Zendesk team member

  Hi NaKisha! The most likely cause for that error is copying and pasting. You need to select any bold-faced / color-coded items from the "Elements" list on the right side of the metric editor. 

  We have details in this guide on Creating custom metrics in Insights.

  I hope this helps! Happy reporting!

• Raquel S

  • February 05, 2019 15:00
  • Edited

  Hi!

  We have a monthly report with both # inbound calls and # Accepted calls. According to Amy's explanation "# inbound Calls counts calls as a whole, while # Accepted Calls counts individual agent call legs. If multiple agents are involved with a call, the call will count multiple times in # Accepted Calls", I expected to see higher values for # Accepted calls, since in this case one call counts multiple times if several agents are involved.

  However for most months we get a higher number of inbound Calls than accepted calls and I wonder why. In which scenarios would calls be counted in the metric inbound calls and not in accepted calls?

  Thank you in advance! Any clarification is appreciated.

   

• Brett Bowser

  • February 06, 2019 23:04

  Zendesk Community Team

  Hi Raquel,

  The # Accepted Calls metric would not include Missed Calls, Declines Calls or Abandoned Calls on your account. Therefore you could have more # Inbound Calls showing up on your report but less Accepted Calls since agents could have either missed the inbound call, declined the call, or the caller hung up before talking to the agent. I would recommend also adding the Missed Calls, Declined Calls, and Abandoned Calls to your report so you can see what those numbers look like.

  Hope this clears up any confusion :)

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