Difference Between Calls and Call Legs in Zendesk
What is the difference between calls and call legs in Zendesk?
Understanding the difference between calls and call legs in Zendesk is crucial for accurate reporting.
A call leg refers to a segment of a call, such as when a call is transferred between agents. In contrast, a call is the entire conversation from start to finish. Depending on what you want to measure, you might focus on call legs for detailed analysis or calls for a broader overview.
More related questions
How can I report on call acceptance data for Zendesk Talk agents?
To report on call acceptance data for Zendesk Talk agents, you need to create a report in Zendesk Explore. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Then, in Explore, click the reports icon and…
What do I need to create a call acceptance report in Zendesk?
To create a call acceptance report in Zendesk, you'll need a few things. First, ensure you have Zendesk Explore Professional or Enterprise. You'll also need Editor or Admin permissions to access Explore. Additionally, make sure you have call data…
How do I add metrics to my Zendesk Explore report?
Adding metrics to your Zendesk Explore report is a straightforward process. Once you have started your report in the 'Talk - Calls' dataset, go to the Metrics panel and click 'Add'. From the list, select the metrics you need, such as 'Accepted call…
Can I filter my Zendesk call acceptance report by date?
Yes, you can filter your Zendesk call acceptance report by date to narrow down your results. After setting up your report and adding the necessary metrics and rows, you can add a filter for 'Leg - Date'. This allows you to focus on specific time…
How can I measure missed calls for individual agents in Zendesk?
To measure missed calls for individual agents in Zendesk, you can create a custom report in Explore. Start by selecting the 'Talk - Calls' dataset and add 'Missed call legs' as a metric. In the Rows panel, include 'Leg agent name' to see data per…
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