Understanding Inconsistency between Call Counts and Tickets Created by Voice Channel
We were trying to create a heatmap of inbound calls and the average duration of those calls. Once we thought we had the report created, we noticed some wild inconsistencies with them compared to the actual calls we were getting.
Upon investigation, we noticed the D_COUNT(Inbound Calls) on the Talk dataset didn't match up with the D_COUNT(Tickets) when filtered to just the Voice channel in the Tickets dataset. The Talk dataset was typically off by one in either direction. (Even if we just look at completed Inbound calls, it's the same issue.)
Before we can even try creating the heatmap, we need to better understand why these numbers are off in either direction of the actual tickets created.
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Hey Travis Tubbs,
The discrepancy between the report and your data is due to not all calls being counted by Zendesk. Below are the following parameters where a call will be tracked/turned into a ticket, which makes it trackable by Explore. I've linked an article below that explains in more detail how tickets are created from calls in Talk for your reference.
- When you accept an incoming phone call
- When you place an outbound call from the console, and the call is answered
- When a caller leaves a voicemail
Understanding how Talk calls become tickets
Best regards.
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