Create Report for Declined and Missed Calls in Zendesk
How can I create a report for declined and missed calls in Zendesk Explore?
Creating a report for declined and missed calls in Zendesk Explore is straightforward. You can do it in just a few steps.
First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Then, in Zendesk Explore, click the reports icon and select 'New report'. Choose the 'Talk - Calls' dataset and start your report. Add metrics for 'Declined call legs' and 'Missed call legs'. Next, add attributes like 'Ticket ID', 'Leg agent name', and 'Leg completion status'. Filter to show only 'Missed' and 'Declined' statuses, name your report, and save it. For more details, check theoriginal guide.
More related questions
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need specific permissions. You must have either Editor or Admin permissions. These permissions allow you to access the necessary tools and data within Zendesk Explore. Additionally, you need to be on the…
How do I filter a report to show only missed and declined calls?
Filtering a report to show only missed and declined calls is simple. You can do this by adjusting the 'Leg completion status' attribute. After adding the 'Leg completion status' attribute to your report, click on it and select only 'Agent missed'…
Can I include the caller's number in my Zendesk Explore report?
Yes, you can include the caller's number in your Zendesk Explore report by using the 'Call end-user' attribute. To do this, add the 'End user name' attribute to your report. This will allow you to see the caller's number associated with each call….
What does a blank ticket ID or leg agent name indicate in a report?
A blank ticket ID or leg agent name in a report can indicate specific scenarios. It often means the call did not generate a ticket or the ticket was deleted. For a blank leg agent name, it usually indicates that the leg ID was associated with the…
How can I filter my report to show data from the last 30 days?
Filtering your report to show data from the last 30 days is easy with the 'Leg - Timestamp' attribute. Click on the 'Leg - Timestamp' attribute in your report, then click 'Edit date ranges'. You can choose a date range from either the Simple or…
Will a missed call generate a ticket in Zendesk?
Missed calls do not automatically generate tickets in Zendesk unless omnichannel routing is enabled. If omnichannel routing is enabled, missed calls can create tickets. Otherwise, they won't generate tickets by default. For more details on how Talk…
How long does a call ring to an agent before being missed?
By default, a call rings to an agent for 30 seconds before being considered missed. If the agent does not answer within this time, the call is placed back in the queue and offered to the next available agent. On the Enterprise plan, you can…
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