To create a custom report in Zendesk Explore for Talk, start by selecting the appropriate dataset.
Click the Reports icon, then New report. Choose Talk > Talk - Calls and click Start report. Add metrics like Calls and apply filters such as Call - Date to refine your data. You can also add attributes like Call agent name and Call direction to customize your report further. This process allows you to tailor reports to your specific needs, providing valuable insights into your call center operations.
A call leg in Zendesk Talk is an interaction between a person and the Talk call. There are two types of call legs: Agent and End-user. An Agent call leg begins when an agent's phone or browser starts ringing and ends when the call is completed,…
You can access prebuilt reports for Zendesk Talk in Explore through the Talk dashboard. To do this, click the Dashboard icon in the left sidebar of Explore, then select the Zendesk Talk dashboard from the list. These prebuilt reports provide…
Key metrics for reporting on Zendesk Talk calls include Call Wait Time, Call Answer Time, and Call Talk Time. These metrics help you understand various aspects of call handling, such as how long customers wait before speaking to an agent, the time…
Key attributes for creating Talk reports in Explore include Call ID, Call Type, and Call Completion Status. These attributes help categorize and filter call data, allowing for detailed analysis. Other important attributes are Call Direction, Call…
Currently, Zendesk Talk does not have a native metric to measure the time between a voicemail and an agent's callback. However, you can create a workaround by using custom ticket fields and triggers. Create a custom ticket field for voicemail…
Total inbound calls refer to all calls received, regardless of their outcome, while completed call status indicates calls that were successfully routed to an agent. This distinction is important for understanding call center performance, as not all…
Currently, Zendesk Talk does not provide a direct metric for the time a call was ringing to an agent. This specific data point is not available in the standard reporting features. If this is a critical metric for your operations, consider…