Insights Reporting on time between Voice Mail creation and Callback

4 Comentarios

  • Patrick Hogan

    Hi Chris,

    I understand that you're using ZenDesk and that you want to include voice mails in your reporting. I think a 3rd party SaaS can help you with that. Tenfold can integrate Zendesk with your phone system. Its features can help you get more statistics and insights with its enhanced analytics even on calls routed to voice mails. I hope this helps.

     

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  • Jessie Schutz
    Zendesk team member

    Hey Chris!

    I'm no Insights expert, but I'm thinking you might be able to set up some tag workflows that you can then report on. I'm going to have one of our actual Insights experts weigh in on this to give you some guidance. :)

    1
  • Chris White

    That would be really helpful, thank you Jessie!

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  • Becca
    Zendesk team member

    Hi Chris! I worked with our Talk reporting experts on this and sadly we were not able to come up with a working solution with existing Talk reporting metrics and attributes. 

    We went the route of attempting to create a custom metrics where we calculated the time between two events where the events would the voicemail ticket being created and the internal comment that included the callback (call recording). 

    We found that even if we went by the timestamp of the internal comment that's added with the outbound call, we can't distinguish that comment as having or not having a call attached, so we'd end up returning the earliest internal comment that came after ticket creation. 

    We do agree this type of reporting would be very beneficial and have provided this feedback/feature request to our Reporting Product Managers. 

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