Zendesk Talk Insights

3 Commentaires

  • Commentaire officiel
    Joseph Black
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    Hi Tom!

    The missed and accepted call metrics refer to the interaction of the agent with any calls that start ringing on their browser. At that point they can decline it, accept it, or miss it if it rings for longer than 30 seconds. Because of that the same call can be counted multiple times if several agents miss or decline it.

    If you want to check on how many customers your team wasn't able to assist then I'd recommend taking a look at some of the Voicemail and Abandoned metrics instead.

    Hope this helps!

  • Tom Ronen
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    Hi Joseph,

     

    Thanks a lot for your response.

    Attached is a pic of the calls breakdown over the last 7 days.

    What I basically want to know is:

    How many calls came in, how many answered, how many were not.

    Is the total_inbound_calls= inbound + voicemail + abandon ?

    Another strange thing is that the hourly breakdown I use (also pre-made report) never seem to change as I change the time-range.

    There is no internal filter on that metric but still it does not respond to the general filter applied to the report...any thoughtS? 

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  • Joseph Black
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    Tom,

    To find the answered calls you need to look at total inbound and subtract the number of voicemails and abandoned calls. These figures should all be available in the default Talk dashboard at the top.

    As for the hourly call distribution your dashboard is using the Date (Timeline) which utilizes something we call "disconnected date dimensions". This is just a fancy way of saying the dashboard-level date filter can apply to each report differently. For example, you might have a # Tickets Solved report that depends on the Date (Ticket Solved) dimension on the same dashboard as a # Tickets Created report (which would rely on Date (Ticket Created)).

    Calls all utilize Date (Event) so perhaps you'll want to switch your dashboard-level filter to that. Otherwise you can read more about disconnected date dimensions here:

    https://support.zendesk.com/hc/en-us/articles/204370563-Understanding-disconnected-date-dimensions-in-Insights-Professional-and-Enterprise-

    And here's a list of all of the date dimensions you can use in Insights:

    https://support.zendesk.com/hc/en-us/articles/203662816-Insights-date-dimensions

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