Understanding Inconsistency between Call Counts and Tickets Created by Voice Channel

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  • Devan
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    Hey Travis Tubbs,

    The discrepancy between the report and your data is due to not all calls being counted by Zendesk. Below are the following parameters where a call will be tracked/turned into a ticket, which makes it trackable by Explore. I've linked an article below that explains in more detail how tickets are created from calls in Talk for your reference.

    • When you accept an incoming phone call
    • When you place an outbound call from the console, and the call is answered
    • When a caller leaves a voicemail

    Understanding how Talk calls become tickets

    Best regards. 

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