Digital calls reporting, how to identify the digital line



  • Official comment
    Jenny Gillett
    Zendesk Product Manager

    Thanks, Gab for the update from the Explore side. 

    As a workaround, we do have some reporting on the digital calls in our Usage Charges tab in the Talk settings. In that CSV report you will be able to see the name of the digital line the call came into.

    Hope that is helpful and as Gab said keep an eye out on our announcements for when the data is available in Explore. 

  • Gab Guinto
    Zendesk Customer Care
    Hi Gerardo,
    Unfortunately, there is no option yet to pull these calls in to Explore reports. But, the team is working to add the functionality in Explore reporting. You can visit this board or hit follow if you wish to stay updated with feature rollouts. Hopefully, the data on digital lines will be ready for rollout soon.
  • Gerardo

    Hi @... & Jenny Gillett,

    Thanks for the hint.

    In the reporting for the call rotuing we also only see the primary group selected not the secondary groups, is that also normal?

    Example we have for each digital line 2 groups 1 primary and second as backup. 

    The backup group is not showed in the reports, we can only identify calls in the primary group. 

    Our reports are based also by groups this makes it a bit complicated, to gather data. 



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