Key Metrics for Zendesk Talk Call Reporting
What are the key metrics for reporting on Zendesk Talk calls?
Key metrics for reporting on Zendesk Talk calls include Call Wait Time, Call Answer Time, and Call Talk Time.
These metrics help you understand various aspects of call handling, such as how long customers wait before speaking to an agent, the time taken to answer calls, and the duration of conversations. Other important metrics include Call IVR Time, Call Consultation Time, and Call Billed Time, which provide deeper insights into call processes and efficiency.
More related questions
What is a call leg in Zendesk Talk?
A call leg in Zendesk Talk is an interaction between a person and the Talk call. There are two types of call legs: Agent and End-user. An Agent call leg begins when an agent's phone or browser starts ringing and ends when the call is completed,…
How can I access prebuilt reports for Zendesk Talk in Explore?
You can access prebuilt reports for Zendesk Talk in Explore through the Talk dashboard. To do this, click the Dashboard icon in the left sidebar of Explore, then select the Zendesk Talk dashboard from the list. These prebuilt reports provide…
How do I create a custom report in Zendesk Explore for Talk?
To create a custom report in Zendesk Explore for Talk, start by selecting the appropriate dataset. Click the Reports icon, then New report. Choose Talk > Talk - Calls and click Start report. Add metrics like Calls and apply filters such as Call -…
What are the key attributes for creating Talk reports in Explore?
Key attributes for creating Talk reports in Explore include Call ID, Call Type, and Call Completion Status. These attributes help categorize and filter call data, allowing for detailed analysis. Other important attributes are Call Direction, Call…
Can I measure the time between a voicemail and an agent's callback in Zendesk Talk?
Currently, Zendesk Talk does not have a native metric to measure the time between a voicemail and an agent's callback. However, you can create a workaround by using custom ticket fields and triggers. Create a custom ticket field for voicemail…
What is the difference between total inbound calls and completed call status in Zendesk Talk?
Total inbound calls refer to all calls received, regardless of their outcome, while completed call status indicates calls that were successfully routed to an agent. This distinction is important for understanding call center performance, as not all…
How can I find the amount of time a call was ringing to an agent in Zendesk Talk?
Currently, Zendesk Talk does not provide a direct metric for the time a call was ringing to an agent. This specific data point is not available in the standard reporting features. If this is a critical metric for your operations, consider…
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