Exploreを使用したコール関連のレポーティング

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Zendesk Team

編集日時：2025年3月05日

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      Anmol Meena

      Hello.

      How Can I create a login hour report where I can measure the productivty of an agent. 

      Example - For many hours agent was logged in on zendesk talk on a given day along with their break and idle timing

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      Debbie

      Hi Tim,

      Thanks for getting in touch. 

      With regards to question 1 it is currently not possible to report on the amount of time a call was ringing/ presented to an agent on a specific call leg. If you like, you can create a feature request for this and follow for updates.

      Regarding your question number 2, I may need some more clarification regarding this so I will set up a ticket and we can look at this in more detail there.  

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      Tim

      Two questions, possibly related:

      1. How can I find the amount of time a call was ringing to an agent on a specific call leg? Not the amount of time the customer waited, but just how long it was ringing to the agent.

      2. If I take the total call leg duration, and remove all the component parts (talk time, hold time conference time, consultation time, and wrap time) , I am still left with some remaining time. What does this "other" duration consist of?

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      Ulises

      Is there a way I can see the tickets where a caller pressed 1 to be sent to voicemail?

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      Rosie

      Hi Amy, 
       
      There's no native metrics to measure the time between a customer leaving a voicemail message and the agent returning the call within Zendesk Talk. To achieve this, you may do the following:
       
      1. Creating a custom ticket field for voicemail callback: As an administrator, you can create a custom ticket field (like a checkbox) that an agent can check when they're working on a voicemail callback.
         
      2. Using Triggers to automate timekeeping: When the voicemail creates a ticket, use a trigger in Zendesk to note the time the ticket was created. Then, have the agent check the custom ticket field when they're making the callback. This can act as a trigger to note the time of the callback.
         
      3. Creating a metric in Zendesk Explore: You can create a custom metric in Zendesk Explore that calculates the difference between the time the ticket was created and the time the custom field was checked.
       
      This way, you can measure the time it takes for an agent to return a customer's call after a voicemail is left.
       
      Please note that this is a basic solution. Actual implementation might require more complex handling, especially when dealing with business hours, holidays, or other specific scenarios.
       
      Hope this helps! 
       

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      Amy

      How can I measure the time between a customer leaving a voicemail message and our agent calling them back(returning their call)? 

      We need to measure this to meet SLAs for our clients. 

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      Anne Ronalter

      Hello Atul,

      here you can read more about the difference between calls and call legs.


      The following Talk roles would be the definition of a "Supervisor":

      Admin: An admin can manage all Talk settings found in Zendesk Support under Channels > Talk, but cannot make or receive calls.

      Team lead: A team lead is a Talk admin who can also make or receive calls.

      That being said, yes, the Team lead role would technically be a Supervisor who is also able to take calls.
       

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      Atul Upadhyay

      What is the difference between Customer and External leg type? Also there is a Supervisor type as well, is this a team lead role in Zendesk?

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      Dekbi

      Hi Dominic,
       
      Total inbound calls refers to the total calls that you received regardless of their status. Whereas the completed call status only refers to the calls that were completed or were routed to an agent successfully. 
       
      You may refer to this article for more information: Metrics and attributes for Zendesk Talk

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      Dominic Payton

      Hello, 

      What is the difference between total inbound calls, and completed call status? I.e. if I pull a report with the inbound call metric, and another one with completed call status those numbers do not add up day over day. Any insight would be greatly appreciated! 

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