Zendesk Talk - how to report on how many calls declined/missed per agent in a month?
AnsweredHi,
I was wondering if there is an easy way to pull off a report to show how many calls have been declined and missed in a month per agent?
I have looked on insights but only seem to be able to pull this information for myself as an agent and not the rest of my team.
Please help.
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Hi Jade - just wanted to let you know I added part of your question to the title of your post for better search-ability. One of our reporting experts should be along soon to help you out!
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Hey Jade,
You should be able to use the Missed Calls and # Declined Calls metrics as mentioned here: Insights metrics reference (Professional and Enterprise)
The attribute you can use under How would be Call Agent
Let me know if that doesn't get you the results you're looking for.
Cheers!
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Hi Brett,
Thank you very much for your quick response.
I have done this however it doesn't seem to be accurate at all. We went live with Zendesk Talk in September however when I put a filter on it Month (Ticket Solved) it only shows me data for December I am not able to go any further back. It is also saying that only 5 calls have been declined during this time and I know for a fact that there are more declined calls in this time. One of my agents Declined 2 yesterday and he is only show as declining one in December.
The setup I current have is:
What - # Declined Calls
How - Call Agent
Filter - Month (Ticket Solved) - Is the last month.
Can you help please?
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Hey Jade,
Something seems a little off with the report if you're only getting data from December. I'm going to bring this into a ticket so our Customer Advocacy team can take a look at the report you've created and point you in the right direction.
Cheers!
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