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Explore recipe: Inbound calls by wait time

Eric Gao
  • Edited
Zendesk Customer Care

What's my plan?

Suite Professional, Enterprise, and Enterprise PlusExplore Professional only

This recipe helps you to create a report to measure inbound or answered voice calls by associated wait time in multiple brackets or groups.

This article contains the following topics:

What you'll need

Skill level: Beginner

Time required: 10 mins

Creating the report

  1. In Zendesk Explore, click the reports () icon.
  2. In the Reports library, click新报告。
  3. On theSelect a datasetpage, clickTalk>Talk - Calls,然后单击Start report. The report builder opens.
  4. In theMetricspanel, clickAdd.
  5. From the list of metrics, chooseInbound Calls>Inbound Calls,then clickApply.
  6. In theRowspanel, clickAdd.
  7. From the list of attributes, chooseCall brackets>Call wait time brackets,然后单击Apply.
  8. The current report setup will match the following screenshot:

The screenshot below shows you an example of the finished result with the total number of inbound calls that fall under each wait time bracket.

没有记录means the value is null, meaning an end user didn't have to wait in a queue for their call to be answered.

Enhancing your report

You can also display the results using different graphs or charts to help visualize the data. See below for examples on how to change the visualization for the results.

Column Graph

  1. Click the visualization type () icon.
  2. Select theColumngraph.
  3. ClickCall wait time bracketsto display all brackets on the column graph, or click a specific bracket to only display data for that bracket.

饼状图

  1. Click the visualization type () icon.
  2. Select thePiechart.
  3. MoveCall wait bracketsfromRowstoColumns.

The results are now displayed as a pie chart. By default, the chart will display the data values (ticket counts) as well as their respective percentages.

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    4 Comments

    • Dana Coffman

      Where can we get more information about the "Not Recorded"? We are not able to get the totals to add up to understand what this is truly representing. Or even the call details so we can see why it is happening.

      0
    • Dave Dyson

      Hi Dana,

      Calls where the customer hung up during the IVR recording, that were never answered or were routed to voicemail will fall under the category of "Not Recorded". I'll see if we can get that information added to our documentation. Sorry for any confusion!

      0
    • John

      How can I adjust this so I can see the longest wait time during any given time period? Eg: what is the maximum wait time for any one person?

      0
    • Plo Mangsat
      Thank you for reaching out. I understand that you want to show in your reports the longest wait time of an end-user at any given time. You can try the following recipe. (The modification starts in line 5).

      1. In Zendesk Explore, click the query () icon.
      2. In the Queries library, click New query.
      3. On the Choose a dataset page, click Talk > Calls > Talk: Calls, then click New query. Query builder opens.
      4. In the Metrics panel, click Add.
      5. From the list of metrics, chooseDuration - Call (sec)>Call Wait Time (sec),然后单击Apply.
      6. Click on theCall Wait Timemetric on the left pane and set the aggregator toMAX.
      7. In theColumnpanel, clickAdd.
      8. From the list of attributes, chooseCall Brackets > Call wait time brackets,然后单击Apply.
      9. Click on theCall wait time bracketsattribute on the left pane to filter the brackets that you want to show. (In this case, >300 was chosen).
      10. In theRowspanel, clickAdd.
      11. From the list of attributes, chooseTime - Call started>Call - Date,然后单击Apply.
      12. From the list of attributes, chooseCall > Call ID,然后单击Apply.
      13. From the list of attributes, chooseCall end user > End-user name,然后单击Apply

      Your left panel should look like this.



      14. On the right panel, clickResults manipulation > Sort,then sort inDescending order.



      I hope this helps. Thanks!
      0

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