Update the Talk Dashboard to account for all call outcomes

Answered

3 Comments

  • Official comment
    Sean Chuang
    Zendesk Product Manager

    Hello,

    Thank you for your question. The issue are you raising is an important one. There is a key initiative underway to improve reporting across the board in Explore, from speed to breadth of reports. As part of that effort, the Talk live dashboard will be addressed in concert. I understand it is frustrating to wait so we thank you for your patience.

    Regarding your questions:

    -If you have technical resources, you can leverage our incremental APIs to pull the necessary info related to the calls. In addition, the time lag should be significantly faster (near real time) than the current hour timeframe. 

    -As we interpret your use case, we are making an assumption that your need to address the 'trend' in a live scenario is to make adjustments on the fly (e.g., prevent calls from going to VM). If so, we are currently working on a new omnichannel queue system. A part of this new OCR queue system is the ability for the team lead to make real time adjustments to the queue to calls can be more efficiently directed to available agents. 

    Again, we thank you for your patience. As a Zendesk Suite offering, we need to work in unison with our sister products. While it may take longer for us to improve things, we believe the ultimate result will be a better overall exp for you.

    Sean

  • Dan R.
    Community Moderator
    Zendesk Luminary

    Hi Sean, thanks for the reply.

    In this case, yes we'd ideally like to prevent calls from going to VM so the omnichannel queue will help but that's not quite what we're asking for.

    Since missed calls happen regardless of tooling, what we're asking for is the ability for the tooling to support showing us exactly how the X # of inbound calls ended, including (but not limited to) VMs. There may be other states that we just are unaware of because today, the dashboard doesn't show in. In short, using the screenshot provided earlier, if I have 40 calls inbound, we would like to see a sum of 40 calls across all the other metrics. 

     

    Thanks for reading. Any idea when these improvements may be made? Are they currently in planning or actually targeted for a specific quarter?

    I don't think there's a need to wait for the Explore team to address this, since it seems they can already report on it after the fact.

    1
  • Shawna James
    Community Product Feedback Specialist
    Thank you for your feedback Dan and Sean for your reply. Dan, I am not sure there are specific scheduled releases yet to address this issue beyond what Sean outlined, but if that changes I am sure he will let you know. Thanks again!
    0

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