More robust Talk metrics should be available such as hold time details, transfer details, and call transcriptsAnswered
Simple Talk metrics details are not currently available in any reports.
Hold Time details - length of hold time per hold instance in the case of multiple holds on one call
Agent transfer details - was the transfer a cold or warm transfer?
In the case of a warm transfer - the agent conversation should be recorded so we can audit whether an appropriate hand-off was made
Access to these metrics would allow us to ensure the quality of our customer calls - that customers weren't placed on hold longer than our established standard, that a warm transfer was performed, and that proper information was provided from one agent to another when transferring a call.
Thanks for the feedback/suggestions. These specific metrics are not currently something that we provide in our product. Calls are not recorded while agents do a warm transfer to another agent.
We have no immediate plans to add these metrics/features.
Thanks Martin - Besides responding in this forum. What does Zendesk do with these suggestions?
We put suggestions into our backlog for prioritisation every quarter.
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