Calculate Inbound Abandoned Calls - Frequently asked questions
Frequently asked questions
How can I calculate the percentage of inbound abandoned calls in Zendesk?
To calculate the percentage of inbound abandoned calls in Zendesk, you need to create a report using Zendesk Explore. Start by opening Explore and clicking on the reports icon. Create a new report and select the 'Talk - Calls' dataset. Use the…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need to have Editor or Admin permissions. These permissions allow you to access the necessary features and datasets within Explore to build and customize reports. If you're unsure about your permissions,…
Can I adjust the Zendesk report to show the number of abandoned calls instead of a percentage?
Yes, you can adjust the report to show the number of abandoned calls instead of a percentage. To do this, follow the recipe up to step 7, which involves creating a calculated metric for calls abandoned in the queue within 20 seconds. This will…
Is the Zendesk recipe for abandoned calls applicable to Talk Partner Edition?
Currently, the recipe for calculating abandoned calls is not applicable to Talk Partner Edition. The Zendesk team is planning to address this limitation, but there is no tentative date for when it will be available. This is due to dependencies on…
How can I adjust the Zendesk report to show average abandoned call time?
To adjust the report to show the average time calls are abandoned, use two metrics: Abandoned inbound calls and Call duration (sec). Apply the D_COUNT aggregator for abandoned calls and the AVG aggregator for call duration. You can then filter by…
Why does the Zendesk calculation use Call Duration instead of Call Wait Time?
The calculation uses Call Duration because it includes the total time from when a call is connected until it is disconnected, encompassing IVR time. Call Duration includes time spent in the IVR, waiting in the queue, and talking to an agent. If…
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