How to report on Talk and Text

Articles that help gather Talk and Text data. Common questions about voice reporting, data discrepancies, unclear data concepts, and others.

What's the difference between Calls and Completed calls in Explore?

Question In Explore I see two metrics, Calls and Completed calls, how are they different? Answer The Calls metric sho...

Edited Apr 11, 2025

0 votes  ·  3 comments

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How do I report on IVR usage?

Question I want to report on which keypresses were made in the IVR. What are my options for reporting on the IVR path...

Edited Apr 11, 2025

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Options for retrieving Talk data

Question What are my options for viewing and extracting my account's Zendesk Talk data? Answer Zendesk Explore offers...

Edited Apr 11, 2025

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Why do calls show as abandoned in voicemail when voicemail is switched off?

Question Why are some tickets showing as Abandoned in Voicemail in my Zendesk Talk Call history when the voicemail is...

Edited Apr 11, 2025

0 votes  ·  2 comments

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What do the statuses of Zendesk Talk mean?

Question What do the statuses of Zendesk Talk mean? Answer Overall call status Abandoned in Queue Caller hung up ...

Edited Feb 11, 2025

5 votes  ·  17 comments

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Why does Total calls not match Calls accepted on the Zendesk Talk dashboard?

Question Why does the Zendesk Talk dashboard Total calls figure not match Calls accepted by agents? Answer Total call...

Edited Apr 11, 2025

3 votes  ·  0 comments

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What does "account average" refer to on the Talk dashboard?

Question When viewing an agent's performance on the Talk dashboard, various statistics are measured by Account averag...

Edited Apr 11, 2025

2 votes  ·  0 comments

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Can I report on agent availability in Zendesk Talk?

Question Can I report on agent availability in Zendesk Talk? Can I report on Talk agent availability in Explore? Answ...

Edited Apr 11, 2025

14 votes  ·  6 comments

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Why am I seeing calls with a NULL call group on my reports?

Question What does the NULL call group represent in the Talk dashboard? Answer The NULL call group means that the ca...

Edited Mar 27, 2025

2 votes  ·  2 comments

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What is the calculation for the Average wait time?

Question How is the Average wait time metric calculated? How does that metric apply to the Average wait time message?...

Edited Oct 04, 2024

3 votes  ·  15 comments

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