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Automated Tags Based on Call Length

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Sarah D.

Publication le 18 juil. 2024

My team needs the ability to create triggers based on call length. For our quality control, we want to check agents' short and longer calls. We also want to measure which types of calls have the longest or shortest talk time.

 

We do not want agents to have to add these tags manually, so we need to create triggers for call length.

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    Chris Jookar

    Were you able to find anything on this? We are looking to do something similar but can't get it figured out.

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    Sean Chuang

    Zendesk Product Manager

    Hi,

     

    Thanks for your question. If the request is to analyse agent productivity in terms of call length, that is available in Explore.  You need to configure the report (i.e., create a formula) in Explore.


    Thanks,
    Sean

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    Chris Jookar

    For our office, we were trying to find a way to have tickets automatically close based on the duration of the call. For example, we are wanting phone calls where the customer will leave a voicemail (they don't talk at all or it is just background noise) to close automatically. We know that there is a feature to close tickets if there is no transcription, but some of our tickets, even though there is no one talking, a transcription is still generated.

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