Call Answer Time Bracket Not Recorded

3 Comments

  • Devan - Community Manager
    Zendesk Community Team

    Hey Jeremy Clanton,

    So in Talk only calls that have been answered will have a measurable answer time. Calls where the customer hung up during the IVR recording, that were never answered or were routed to voicemail will fall under the category of "Not Recorded. 

    Best regards. 

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  • Gerry

    Hi Devan,

    I was just about to post the same question that Jeremy had, when I saw this post. I am also seeing a fair amount of "Not Recorded", however the "Call Completion Status" is showing completed. Zendesk defines "Completed" as follows: An inbound call is considered completed when answered by an agent or the caller finishes listening to the voicemail greeting before leaving the call.

    This contradicts your response above. Would you please provide more clarity.

    Thanks,

    Gerry

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Gerry, 

    Apologies if my previous answer was a bit unclear. I reworded it for a more clear definition; let me know if my previous explanation is still unclear related to your ask.

    Best regards. 

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