Inbound calls

7 コメント

  • Amy Dee

    Hi Yasmin! The key difference comes from what each metric is counting. Calls are made up of call legs. Each person that connects to the call is recorded in a separate call leg. We have more detailed information in this article on the calls dataset.

    The accepted, missed, and declined calls metrics all count individual call legs. The voicemail, abandoned, and inbound calls metrics count whole calls.

    For example, imagine a regular inbound call. It tries to route to Agent A, who misses. The call returns to queue. Next, it routes to Agent B, who declines. The call returns to queue again. Finally, it routes to Agent C, who accepts.

    In this example, the call would be counted once each in the missed calls, declined calls, and accepted calls metrics. It's still all one call, though, so it would only count in the inbound calls metric once.

    As you build out your reports, be sure to check what each metric is counting. Is it counting calls or call legs? If you have a mix of the two, the numbers probably won't match. It doesn't mean they're inaccurate; they're just measuring different things.

    I hope this helps! Happy reporting!


  • Craig Leonard

    I'm fairly new to reporting in Zendesk but just a quick question:

    In the Zendesk Talk Overview that reports the live data, why is the Total Inbound Calls at days end different to the total inbound calls value on the pre-built Zendesk Talk dashboard configured for the same date and call number?


    Many thanks,

  • Brett - Community Manager
    Zendesk Community Team

    Hey Craig,

    Can you confirm if you're using the Talk dashboard within Explore or Insights? Depending on your plan level, that will determine how often your data syncs with your reporting platform.

    It may also be helpful if you could provide a screenshot of the dashboard you're referencing so we can take a look for you as well.

    I look forward to hearing from you soon!

  • Craig Leonard

    Hi Brett, thanks for the response.

    We are using Explore on an Enterprise plan.

    The dashboard I'm using is "Zendesk Talk". Below is a screenshot of the dashboard configured for the 19/06/2020:




  • Craig Leonard

    Now, I took a screenshot of the Zendesk Talk "Overview" stats on the 19/06 and the Total Inbound Calls are out by 16. Any ideas of why? Or is there something I haven't configured correctly in my report?

    Any help is greatly appreciated.



  • Craig Leonard

    I realise that second screenshot is not very clear but the "Total Inbound Calls" figure is 281.

  • Hannah Meier
    Zendesk team member

    Hello Craig,

    In order to look into this issue, I'm going to create a ticket for you. You should be getting an email notification.



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