Including IVR Time in Zendesk Call Reports
Can I include IVR time in my Zendesk call report?
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 tailor the report to your specific needs.
More related questions
How can I create a report for calls answered in 30 seconds or more in Zendesk?
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…
What skill level is required to create a Zendesk call report?
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…
How do I display the percentage of calls answered in 30 seconds in Zendesk?
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…
Can I filter Zendesk call reports by date range?
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…
What permissions are needed to create a Zendesk call report?
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.
How can I ensure my Zendesk call report only includes completed calls?
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…
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