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Explore recipe: Calculate the percentage of inbound abandoned calls within a time frame

Erin O'Callaghan
  • Edited
Zendesk Documentation Team

What's my plan?

Suite Professional, Enterprise, and Enterprise PlusExplore Professional only

In this recipe, you'll learn how to create a report that shows the percentage of inbound calls that were abandoned during a time frame you specify.

What you'll need

技术水平:Intermediate

Time required:10 minutes

How to create the report in Explore

  1. In Explore, click the reports () icon.
  2. In the Reports library, clickNew report.
  3. On theSelect a datasetpage, clickTalk>Talk - Calls,然后单击Start report.
    The report Builder opens.
  4. In theCalculationsmenu(), clickStandard calculated metric.
  5. On theStandard calculated metricpage, enter or paste the following formula:
    IF ([Call direction]="Inbound"
    AND [Call completion status]="Abandoned in queue")
    AND (VALUE(Call duration (sec))>0
    AND VALUE(Call duration (sec))<=20)
    THEN [Call ID] ENDIF
  6. Name the calculated metric "Calls abandoned in queue within 20 sec" and save it. The metric returns the [Call ID] for:入站callsthat wereAbandoned in queuewith aCall talk time that is 20 sec or less.
    Tip:If you're working in a language other than English,read this articleto help you enter Explore formulas in your language.
  7. In theMetricspanel, clickAdd, and then choose"Calls abandoned in queue within 20 sec". Make sure to select theD_COUNTaggregatorand then clickApply.
  8. In theMetricspanel, clickAdd, and then choose the default metric"Inbound Calls".
  9. In theResult manipulationpanel, clickResult metric calculation,then clickAdd new metric.
  10. 名度规Percentage of abandoned calls in queue within 20 secand using theInsert metricdrop down menu, select both metrics from step 5 and 6 to obtain the following one:
    D_COUNT(Calls abandoned in queue within 20 sec)/D_COUNT(Inbound calls)

  11. Check the boxClear used metrics,and then clickApply.

  12. In theChart configurationmenu, clickDisplay formatand select%for the metric created inPercentage of abandoned calls in queue within 20 sec.

  13. Make sure the visualization type is eitherAutoorKPI, then save the report.

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    7 Comments

    • Elizabeth Churchill

      Great article! I have more of a question. How do I change the calculation so I get the number of abandoned calls within 20 seconds?

      0
    • Erin O'Callaghan
      Zendesk Documentation Team

      HiElizabeth Churchill, you can get the number (instead of the percentage) by following the recipe only through step 7.

      1
    • Andre Lee

      Hi, will this recipe also apply to Talk Partner Edition?

      0
    • Dainne Lucena
      Zendesk Customer Care

      HiAndre Lee!

      Not at the moment. But the team is making plans to address this in 2022 but no tentative date yet since this would be dependent on many factors. One of them being that they are 3rd party vendors.

      0
    • Saren Black

      This is very helpful. Is there also a way to adjust this recipe to get anaverage time that calls are abandoned over a specific time period? (Last week, last month, etc.)

      0
    • Erin O'Callaghan
      Zendesk Documentation Team

      HiSaren Black, you should be able to get a report like that by using the following two metrics:

      • Abandoned inbound calls(using the D_COUNT aggregator)
      • Call duration (sec)(using the AVG aggregator)

      You can thenadd an attribute filterofCall - Dateand clickEdit date rangesto select whatever time range you'd like to see.

      0
    • Jose Hernandez

      Hi There,
      First, the COPY and PASTE formula does not match what you have in your screenshot.

      The formula for us to Copy and Paste uses Call Duration
      Call Duration: The total call duration in seconds for an end user from when the call is connected until it is disconnected.

      I believe Call Duration includes IVR time. As Such, the formula is going to count anytime that the call spent navigating the IVR. My deployment does not currently use an IVR so I can't confirm my speculation.
      If you are looking for abandoned calls within 20 seconds, but your IVR takes 30 seconds to navigate, would you not get 0 results despite filtering on Call Completion Status = "Abandoned in Queue".

      Why does the calculation use Call Duration instead of Call Wait time?
      注意:呼叫等待时间(秒):第二的持续时间s that an end user spends waiting to talk to an agent after being routed to where they want.




      The Screenshot uses Call Talk Time. According to the Metrics and Attributes page...
      Call Talk Time (sec): The duration in seconds that an end user spends actually talking with an agent during a call.

      Using call talk time would with the Completion status = "Abandoned in Queue' should return 0 results. Does the screenshot need to be updated or am I missing something?


      For reference:
      https://support.zendesk.com/hc/en-us/articles/4409156145434-Metrics-and-attributes-for-Zendesk-Talk

      0

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