To calculate the daily average of inbound calls in Zendesk Talk, you can use the Inbound calls - Daily average metric. This metric is determined by dividing the total number of inbound calls by the number of days in the selected period.
This calculation provides a straightforward way to understand the average volume of inbound calls your team handles each day, helping you manage resources and plan for peak times effectively.
The Zendesk Talk Calls dataset offers a variety of metrics to help you analyze call performance. These include the total number of calls, completed calls, abandoned calls, and non-answered calls. Additionally, you can track recorded and…
Call quality in Zendesk Talk can be measured using specific metrics that categorize calls as either good or bad quality. Good quality calls are those without audio or network issues, while bad quality calls have at least one such issue. The % Call…
Zendesk Talk provides several attributes to help you categorize and analyze calls. Key attributes include Call ID, Call direction (inbound or outbound), Call type (such as callback, forwarded, or voicemail), and Call channel (like phone or…
In Zendesk Talk, Call wait time refers to the duration an end user spends waiting to talk to an agent after being routed to their desired destination. On the other hand, Call answer time includes the entire duration from when the call is initiated,…
Tracking abandoned calls in Zendesk Talk is possible through the Abandoned calls metric. This metric counts calls that were abandoned in various stages, such as in the IVR, queue, voicemail, or on-hold. By analyzing abandoned calls, you can…
Zendesk Talk categorizes calls into several types, including Callback, Forwarded, Overflow, Text back, Voicemail, and Regular calls. Each type serves a specific purpose, such as holding a customer's place in the queue for a callback or forwarding…
The percentage of completed calls in Zendesk Talk is measured using the % Call completion rate metric. This is calculated by dividing the number of completed calls by the total number of calls. This metric provides insight into how effectively your…