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Zendesk Explore / Report Recipe help with Longest Call time

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Eric Lau

Data ultimo post: 01 ago 2023

How to I create a report to report on the longest talk time (no grouping by brackets)?

Just to confirm: is talk time the total amount of time spent on voice for all incoming/outgoing calls for the ticket itself or just a single recording on that specific ticket?

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    Ivan Miquiabas

    Zendesk Customer Care

    Hi Eric, 
     
    Thanks for reaching out to our Community! 
     
    To answer your question, Call talk time is the the duration in seconds that an end user spends actually talking with an agent during a call. So this specific metric refers to the recording itself on the ticket. More informations here. 
     
    While for recipe's for Zendesk reporting including Zendesk talk can be found on this article. Hope that helps! 
     
     
    Cheers!

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