Reporting on # of Answered Calls

Answered

9 Comments

  • Amy Dee
    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!

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  • Justin

    Thanks, that worked!

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  • Rene Herrera

    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

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  • Justin

    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)

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  • Antheus Bendig

    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

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  • NaKisha Stephens

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

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  • Amy Dee
    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!

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  • Raquel S

    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.

     

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  • Brett Bowser
    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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