Measuring Call Acceptance Data - Frequently asked questions
Frequently asked questions
How can I report on call acceptance data for Zendesk Talk agents?
To report on call acceptance data for Zendesk Talk agents, you need to create a report in Zendesk Explore. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. Then, in Explore, click the reports icon…
What do I need to create a call acceptance report in Zendesk?
To create a call acceptance report in Zendesk, you'll need a few things. First, ensure you have Zendesk Explore Professional or Enterprise. You'll also need Editor or Admin permissions to access Explore. Additionally, make sure you have call data…
How do I add metrics to my Zendesk Explore report?
Adding metrics to your Zendesk Explore report is a straightforward process. Once you have started your report in the 'Talk - Calls' dataset, go to the Metrics panel and click 'Add'. From the list, select the metrics you need, such as 'Accepted…
Can I filter my Zendesk call acceptance report by date?
Yes, you can filter your Zendesk call acceptance report by date to narrow down your results. After setting up your report and adding the necessary metrics and rows, you can add a filter for 'Leg - Date'. This allows you to focus on specific time…
What is the difference between calls and call legs in Zendesk?
Understanding the difference between calls and call legs in Zendesk is crucial for accurate reporting. A call leg refers to a segment of a call, such as when a call is transferred between agents. In contrast, a call is the entire conversation…
How can I measure missed calls for individual agents in Zendesk?
To measure missed calls for individual agents in Zendesk, you can create a custom report in Explore. Start by selecting the 'Talk - Calls' dataset and add 'Missed call legs' as a metric. In the Rows panel, include 'Leg agent name' to see data per…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
