How to Report on Talk and Text - Frequently asked questions
Frequently asked questions
What's the difference between Calls and Completed calls in Zendesk Explore?
In Zendesk Explore, the difference between Calls and Completed calls is crucial for accurate reporting. The Calls metric shows the total number of calls made, while Completed calls only count those that were successfully connected and finished….
How can I report on IVR usage in Zendesk?
Reporting on IVR usage in Zendesk involves tracking which keypresses were made during the IVR path. This can be done using Zendesk Explore, which provides various options for analyzing IVR interactions. By understanding the IVR path, you can…
What options are available for retrieving Zendesk Talk data?
Zendesk Explore offers several options for viewing and extracting your account's Talk data. This includes pre-built dashboards and customizable reports that allow you to analyze call metrics and agent performance. These tools help you gain…
Why do calls show as abandoned in voicemail when voicemail is off?
Calls may show as abandoned in voicemail even when voicemail is switched off due to specific call routing settings or agent availability issues. This can occur if a call is not answered and the system defaults to marking it as abandoned….
What do the statuses of Zendesk Talk mean?
The statuses in Zendesk Talk, such as Abandoned in Queue and Caller hung up, provide insights into call outcomes and agent interactions. Each status helps in understanding the call flow and identifying areas for improvement. By analyzing these…
Why does Total calls not match Calls accepted on the Zendesk Talk dashboard?
The discrepancy between Total calls and Calls accepted on the Zendesk Talk dashboard can arise from various factors, such as calls being abandoned or routed differently. Total calls include all attempts, while Calls accepted only count those…
What does 'account average' refer to on the Talk dashboard?
On the Talk dashboard, 'account average' refers to the average performance metrics across all agents or calls within your account. This helps in benchmarking individual performance against the overall team. Using account averages, you can…
Can I report on agent availability in Zendesk Talk?
Yes, you can report on agent availability in Zendesk Talk using Zendesk Explore. This allows you to track when agents are available to take calls and analyze their performance. By monitoring agent availability, you can optimize staffing levels…
Why am I seeing calls with a NULL call group on my reports?
Calls with a NULL call group in your reports indicate that the call was not assigned to any specific group. This can happen due to misconfigurations or when calls are not routed through predefined groups. Identifying and addressing NULL call…
When is the Average wait time message triggered in Talk?
The Average wait time message in Zendesk Talk is triggered based on the calculated average wait time for callers in the queue. This metric helps in managing customer expectations and improving service levels. By understanding how this message is…
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