Dy

Hi! We use API to download data from Zendesk in our company. Where can we find metric "Call wait time" and other metrics? We couldn't find it neither in Ticket Metrics https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/ nor Voice API https://developer.zendesk.com/api-reference/voice/talk-api/introduction/ .

Could you please specify where your Calls datasets came from and how can we access this data?

Thank you

Thanks for reply!

My point was about How to measure "total time spent by agent"? Is there relevant metric provided by Zendesk?
Because I decided that "duration of chat" is not equal to "total time spent by agent"? (At least it includes "waiting for user reply" time)

Hi!

Is there a way to calculate time agent spend in chat? We have duration of each chat, but it includes time for user to reply. Also agent can be assigned to several chats at the same time, so just adding total duration is wrong way to calculate this metric.