To ensure your Zendesk call report only includes completed calls, you need to filter the data based on the Call completion Status. This step is crucial to exclude abandoned calls and focus solely on those that were answered, providing a more accurate analysis of your call handling performance.
To create a report for calls answered in 30 seconds or more, you'll need to use Zendesk Explore. Start by opening the Reports library and selecting 'New report'. Choose the 'Talk - Calls' dataset and begin building your report. Add a custom…
Creating a Zendesk call report requires a moderate skill level. The process involves using Zendesk Explore, which is accessible to users with Editor or Admin permissions. The task should take about 20 minutes to complete, assuming you have a…
Yes, you can choose to include or exclude IVR time in your Zendesk call report. By default, the call wait time metric does not include IVR time. If you want to include it, you can use the Call answer time metric instead. This flexibility allows you…
To display the percentage of calls answered in 30 seconds, use a Result metric calculation in Zendesk Explore. After creating your custom metric for calls answered in 30 seconds, add a new metric calculation using the formula: D_COUNT(Calls…
Yes, you can filter Zendesk call reports by date range. Use date attributes in your report to narrow down the results to a specific time period. This feature allows you to analyze call data within a particular timeframe, providing more relevant…
To create a Zendesk call report, you need Editor or Admin permissions in Zendesk Explore. These permissions allow you to access the necessary tools and features to build and customize your reports effectively.