Zendesk Talk Metrics & Attributes - Frequently asked questions
Frequently asked questions
What are the key metrics available in the Zendesk Talk Calls dataset?
The Zendesk Talk Calls dataset offers a variety of metrics to help you analyze call performance. These include the total number of calls, completed calls, abandoned calls, and non-answered calls. Additionally, you can track recorded and…
How can I measure call quality in Zendesk Talk?
Call quality in Zendesk Talk can be measured using specific metrics that categorize calls as either good or bad quality. Good quality calls are those without audio or network issues, while bad quality calls have at least one such issue. The % Call…
What attributes are available for Zendesk Talk calls?
Zendesk Talk provides several attributes to help you categorize and analyze calls. Key attributes include Call ID, Call direction (inbound or outbound), Call type (such as callback, forwarded, or voicemail), and Call channel (like phone or…
How do I calculate the daily average of inbound calls in Zendesk Talk?
To calculate the daily average of inbound calls in Zendesk Talk, you can use the Inbound calls - Daily average metric. This metric is determined by dividing the total number of inbound calls by the number of days in the selected period. This…
What is the difference between Call wait time and Call answer time in Zendesk Talk?
In Zendesk Talk, Call wait time refers to the duration an end user spends waiting to talk to an agent after being routed to their desired destination. On the other hand, Call answer time includes the entire duration from when the call is initiated,…
How can I track the number of abandoned calls in Zendesk Talk?
Tracking abandoned calls in Zendesk Talk is possible through the Abandoned calls metric. This metric counts calls that were abandoned in various stages, such as in the IVR, queue, voicemail, or on-hold. By analyzing abandoned calls, you can…
What are the different call types in Zendesk Talk?
Zendesk Talk categorizes calls into several types, including Callback, Forwarded, Overflow, Text back, Voicemail, and Regular calls. Each type serves a specific purpose, such as holding a customer's place in the queue for a callback or forwarding…
How do I measure the percentage of completed calls in Zendesk Talk?
The percentage of completed calls in Zendesk Talk is measured using the % Call completion rate metric. This is calculated by dividing the number of completed calls by the total number of calls. This metric provides insight into how effectively…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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