Difference Between Total Calls and Calls Accepted
What is the difference between Total calls and Calls accepted in Zendesk Talk?
The main difference between Total calls and Calls accepted in Zendesk Talk is that Total calls includes all inbound and outbound calls, even those not answered by an agent. This means it counts voicemails, calls outside business hours, and calls abandoned in the queue.
Calls accepted, however, only measures inbound calls that were actually answered by an agent. This distinction helps you understand the overall call volume versus the calls that were successfully handled by your team.
More related questions
Why don't Total calls and Calls accepted match on Zendesk Talk?
The discrepancy between Total calls and Calls accepted on the Zendesk Talk dashboard is due to the inclusion of all inbound and outbound calls in Total calls. This includes calls that were never answered by an agent, such as voicemails, calls…
What does Total calls include on the Zendesk Talk dashboard?
Total calls on the Zendesk Talk dashboard includes all inbound and outbound calls. This encompasses calls that were never answered by an agent, such as voicemails, calls outside business hours, and calls abandoned in the queue. If you're looking to…
How can I get more detailed data on Total calls in Zendesk Talk?
To get more detailed data on Total calls in Zendesk Talk, you can use Explore to create a custom report. This tool allows you to break down the different categories that make up Total calls, such as voicemails, calls outside business hours, and…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
