Zendesk Talk - how to report on how many calls declined/missed per agent in a month?

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4 댓글

  • Nicole S.
    Zendesk Community Team

    Hi Jade - just wanted to let you know I added part of your question to the title of your post for better search-ability. One of our reporting experts should be along soon to help you out!

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  • Brett Bowser
    Zendesk Community Team

    Hey Jade,

    You should be able to use the Missed Calls and # Declined Calls metrics as mentioned here: Insights metrics reference (Professional and Enterprise)

    The attribute you can use under How would be Call Agent

    Let me know if that doesn't get you the results you're looking for.

    Cheers!

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  • Jade Taylor

    Hi Brett,

     

    Thank you very much for your quick response.

     

    I have done this however it doesn't seem to be accurate at all. We went live with Zendesk Talk in September however when I put a filter on it Month (Ticket Solved) it only shows me data for December I am not able to go any further back. It is also saying that only 5 calls have been declined during this time and I know for a fact that there are more declined calls in this time. One of my agents Declined 2 yesterday and he is only show as declining one in December. 

    The setup I current have is:

    What - # Declined Calls

    How - Call Agent

    Filter - Month (Ticket Solved) - Is the last month. 

    Can you help please? 

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Jade,

    Something seems a little off with the report if you're only getting data from December. I'm going to bring this into a ticket so our Customer Advocacy team can take a look at the report you've created and point you in the right direction.

    Cheers!

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