Reporting on Successful and Unsuccessful Callbacks
How can I report on successful and unsuccessful callbacks in Zendesk Explore?
To report on successful and unsuccessful callbacks in Zendesk Explore, you need to create two standard calculated metrics. First, create a metric for successful callbacks using the formula:IF ([Call type]="Callback" AND [Call completion status]="Completed") THEN [Call ID] ENDIF. Then, create another metric for unsuccessful callbacks with the formula:IF ([Call type]="Callback" AND [Call completion status]!="Completed") THEN [Call ID] ENDIF. These metrics will help you track and analyze callback performance effectively.
Once you've created these metrics, you can add them to your report alongside other metrics. If you need to filter this information, consider creating a standard calculated attribute to categorize callbacks as successful, unsuccessful, or not a callback. For more detailed instructions, check out theoriginal Zendesk help article.
More related questions
What skill level is required to create a callback report in Zendesk Explore?
Creating a callback report in Zendesk Explore requires an advanced skill level. This task involves creating standard calculated metrics and attributes, which may require familiarity with Explore's formula language and report builder. Additionally,…
What permissions are needed to create a callback report in Zendesk Explore?
To create a callback report in Zendesk Explore, you need Editor or Admin permissions. These permissions allow you to access the report builder and create calculated metrics and attributes. Additionally, you must have a subscription to Zendesk…
How do I create a standard calculated attribute for callbacks in Zendesk Explore?
To create a standard calculated attribute for callbacks in Zendesk Explore, open the report builder and access the calculations menu. Click on Standard calculated attribute and name it 'Successful and unsuccessful callbacks'. In the formula field,…
Can I measure callback wait time in Zendesk Explore?
Currently, there is no default metric in Zendesk Explore to measure callback wait time. However, Zendesk is actively exploring ways to expand the Talk dataset to include additional metrics and attributes in future updates. For now, you may need to…
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