Inbound Calls by Wait Time - Frequently asked questions
Discover answers to common questions about analyzing inbound calls by wait time in Zendesk Explore. Learn how to optimize call handling and improve customer satisfaction.
Frequently asked questions
How can I create a report for inbound calls by wait time in Zendesk?
Creating a report for inbound calls by wait time in Zendesk is straightforward. You can measure inbound or answered voice calls by associated wait time in multiple brackets or groups. To start, ensure you have Zendesk Explore Professional or…
What do 'Not Recorded' values mean in Zendesk call reports?
'Not Recorded' values in Zendesk call reports indicate calls where the end user didn't wait in a queue. These values are null because the call was either hung up during the IVR recording, never answered, or routed to voicemail. This means the call…
How can I enhance my Zendesk call report with visualizations?
Enhancing your Zendesk call report with visualizations can make your data more comprehensible. You can use different graphs or charts to visualize the data. For instance, you can select a column graph to display all call wait time brackets or…
How can I find the longest wait time for calls in Zendesk?
To find the longest wait time for calls in Zendesk, you can modify your report setup. Start by creating a new query in Zendesk Explore. Choose the dataset 'Talk > Calls > Talk: Calls'. Add the metric 'Call Wait Time (sec)' and set the aggregator…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“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.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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Read FreeCash's case study
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