Difference Between Calls & Completed Calls - Frequently asked questions
Discover the key differences between Calls and Completed Calls in Zendesk Explore. This page answers frequently asked questions to help you understand these metrics.
Frequently asked questions
What is the difference between Calls and Completed calls in Zendesk Explore?
In Zendesk Explore, the difference between Calls and Completed calls is based on the call's status.Callsinclude all calls received by your account, whether they were answered, abandoned, or went to voicemail.Completed calls, on the other…
How does Zendesk Explore categorize calls that are not answered?
In Zendesk Explore, calls that are not answered are included in theCallsmetric. This metric encompasses all calls received by your account, including those that were never answered, abandoned in the queue, or went to voicemail. This…
What does the Completed calls metric in Zendesk Explore represent?
TheCompleted callsmetric in Zendesk Explore represents calls that successfully connected with an agent. This metric is crucial for understanding the effectiveness of your call handling process, as it only includes calls that resulted in an…
Why is it important to differentiate between Calls and Completed calls in Zendesk Explore?
Differentiating betweenCallsandCompleted callsin Zendesk Explore is important for gaining insights into your call handling process. While Calls provide a total count of all received calls, Completed calls focus on those that resulted in…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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