Reporting Multiple Missed or Declined Call Legs
How are multiple missed or declined call legs reported in Zendesk Talk?
In Zendesk Talk, multiple missed or declined call legs can occur when a single call is routed to several agents and not answered. Each instance where the call is offered and not accepted or declined by an agent is counted as a separate call leg.
Therefore, if you see multiple missed call legs in a report, it could mean that one call was missed by multiple agents, not necessarily that there were multiple separate calls.
More related questions
What is the difference between calls and call legs in Zendesk Talk?
Calls and call legs are two different metrics used in Zendesk Talk. Calls refer to the entirety of a phone interaction, while call legs represent specific segments or events within that call. For example, call legs can help you analyze specific…
How are missed and declined call legs different in Zendesk Talk?
Missed and declined call legs are two distinct events in Zendesk Talk. A missed call leg occurs when a call is routed to an agent, but the agent neither accepts nor declines it before it returns to the queue. On the other hand, a declined call leg…
What counts as a completed inbound call versus an accepted call leg?
In Zendesk Talk, a completed inbound call refers to any call that successfully connects with an agent, is directed to voicemail, or forwarded to an external number. An accepted call leg, however, specifically refers to the segment of the call where…
Do missed call legs occur if an agent is on another call?
No, missed call legs do not occur if an agent is already on another call. In Zendesk Talk, an agent won't receive new incoming calls while they are on an active call, so no missed call legs are recorded during this time. Similarly, if an agent…
Does choosing a callback or voicemail count as a missed call leg?
Yes, in Zendesk Talk, if a call rings to an agent and the caller opts for a callback or to leave a voicemail, it is counted as a missed call leg. This is because the call was technically offered to the agent but was neither accepted nor declined,…
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