In this Explore recipe, you'll learn how to create a report that displays the number of Talk calls that were transferred to a group.
What you'll need
Skill level: Easy
Time Required: 15 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeAdding users to Explore)
- A subscription to Zendesk Talk
How to create the report in Explore
- In Zendesk Explore, click the reports () icon.
- In the Reports library, clickNew report.
- On theSelect a datasetpage, clickTalk>Talk -Calls,然后单击Start report.The report builder opens.
- Next, add a metric. A metric is the thing you want to measure, in this case, the number of tickets. In theMetricspanel, clickAdd.
- From the list of metrics, chooseCalls>Calls,然后单击Apply.
- Next, add the attribute that will specify the consultation type. In theColumnssection, clickAdd.
- From the list of attributes, chooseCall leg>Leg consultation type,然后单击Apply. Explore generates a table of all Talk calls sorted by phone number.Unattended transferred callsare the number of calls that were transferred to another agent without the consultation phase. For more information about transferring calls, see the article:Transferring calls (Talk Team, Professional, and Enterprise).
- Next, add the attribute that will break down the number of transferred calls by group. In theRowssection, clickAdd.
- From the list of attributes, chooseCall>Call group,然后单击Apply. Explore generates a table of all Talk calls sorted by phone number.
- 默认情况下,探索di最好选择一个表图splay the data. To change this, click the Visualization type () icon.
- The report was by default namedNew report. Click theNew reporttext and replace it with a title of your own.
- Finally, clickSave.
7 Comments
Is there any way to report on calls that were transferred from a group?
Hi Bruno,
Thanks for reaching out! We recently released new functionality that allows for reporting on transferred calls in Explore via the Call Leg Type or Call Consultation Type attributes as mentioned:
https://support.zendesk.com/hc/en-us/articles/360059215933-Explore-recipe-Displaying-the-number-of-calls-transferred-to-a-group
Differentiate consultation, transfer, and conference legs from the rest of the call legs using the Leg consultation type attribute.
You can use these attributes to filter your metrics for a more granular look at call transfers.
Hope that helps! Have a great day.
Jason Schaeffer| Customer Advocate |
Hi Jason,
Thanks for getting back to me.
That's helpful, thanks! However, it isn't quite what I actually need. I've been trying to figure a way to know which group/department has transferred the call, in other words, from which group/department the transferred calls are coming from. That would be something like:
1st column: Transferred from (group/department)
2nd column: Number of calls
Hopefully you can help me here. Thanks in advance!
Bruno
+1 for me too, I would like to know how to report on calls transferred FROM an agent or group. How can this be done?
thank you for the Feedback.
In this case, you might be able to useCall Legsfor your Metric.
她的更多细节e:
What is the difference between calls and call legs?
I would like to be able to quantify the number of transferred calls that were missed.
Here is the scenario
Tier 2 Agents are set to Transfer only: Browser status (available to take calls but not in the queue to automatically receive calls).
Tier 1 Agents will try to transfer a call to Tier 2 Agents, but the Tier 2 Agent doesn't answer the call (missed) . The Tier one will get a Transfer failed error message in the Talk widget.
I'm thinking this is a custom metric.
I tried
IF ([Leg consultation type]="Unattended transfer" AND [Leg completion status]="Agent missed") THEN [Leg ID] ENDIF
but did not get results that I expected.
Suggestions?
Thanks,
Rob
Here's a sample query that shows you how to create a report showing the Leg completion status for every call leg ID.
To create the report
Please note the following applies for call leg reporting:
More information on call legs here:Understanding call legs
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