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Understanding Total Calls on Zendesk Talk

Total calls include all inbound and outbound calls, even unanswered ones. Learn more about what this metric covers.

What does Total calls include on the Zendesk Talk dashboard?

Total calls on the Zendesk Talk dashboard includes all inbound and outbound calls. This encompasses calls that were never answered by an agent, such as voicemails, calls outside business hours, and calls abandoned in the queue.

If you're looking to dive deeper into the specifics of these calls, you can use Explore to create a custom report. This will allow you to see more granular data about the different categories that make up Total calls.


More related questions

Why don't Total calls and Calls accepted match on Zendesk Talk?

The discrepancy between Total calls and Calls accepted on the Zendesk Talk dashboard is due to the inclusion of all inbound and outbound calls in Total calls. This includes calls that were never answered by an agent, such as voicemails, calls…

How can I get more detailed data on Total calls in Zendesk Talk?

To get more detailed data on Total calls in Zendesk Talk, you can use Explore to create a custom report. This tool allows you to break down the different categories that make up Total calls, such as voicemails, calls outside business hours, and…

What is the difference between Total calls and Calls accepted in Zendesk Talk?

The main difference between Total calls and Calls accepted in Zendesk Talk is that Total calls includes all inbound and outbound calls, even those not answered by an agent. This means it counts voicemails, calls outside business hours, and calls…

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