How to Analyze Talk Activity - Frequently asked questions
Frequently asked questions
How can I access the Zendesk Talk dashboard?
Accessing the Zendesk Talk dashboard is straightforward. Simply open Zendesk Support, click on the product tray, and select the Explore icon. From there, you can choose the Zendesk Talk dashboard from the list of available dashboards. This…
What information is available on the Calls tab of the Talk dashboard?
The Calls tab on the Talk dashboard provides detailed insights into the calls your agents handle. It includes metrics such as the total number of calls, inbound and outbound calls, voicemail calls, and the completion rate of calls. Additionally, it…
What does the Efficiency tab on the Talk dashboard show?
The Efficiency tab on the Talk dashboard provides insights into your agents' efficiency during calls. It includes metrics like average call duration, talk time, answer time, queue wait time, and on-hold time. Reports on this tab help you understand…
What can I learn from the Agent activity tab on the Talk dashboard?
The Agent activity tab provides detailed statistics about your agents' performance during Talk calls. It includes metrics such as accepted, missed, and declined call legs, as well as average leg duration and talk time. This tab helps you track how…
How does the Quality tab on the Talk dashboard help improve call quality?
The Quality tab on the Talk dashboard provides insights into the quality of calls made and received by your agents. It includes metrics like quality rate, good and bad quality calls, and specific call issues. This tab helps you identify and address…
What does 'Not recorded' mean in the Calls by talk time brackets report?
In the Calls by talk time brackets report, 'Not recorded' refers to calls that were not answered by an agent, such as abandoned calls, voicemails, and calls that were not connected. These calls do not have a recorded talk time because they were…
How can I track missed calls by my agents?
To track missed calls by your agents, you can refer to the metrics for missed call legs on the Agent activity tab. Missed calls are those that agents failed to answer. You can also use Explore recipes to create custom reports that show declined and…
Can I customize the Talk dashboard in Zendesk?
Yes, you can customize the Talk dashboard in Zendesk by cloning it. This allows you to edit and tailor the dashboard to better suit your specific reporting needs. If you require more complex reports, you can also create your own using a wide range…
How often is the data in the Explore dashboards updated?
The data in Explore dashboards is updated on a schedule that depends on your Explore plan. This ensures that you have access to the most current information for monitoring and analyzing your call center activity. For specific details on data…
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