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HOME / REPORTS / ZENDESK TALK PERFORMANCE

ZENDESK TALK PERFORMANCE

Key Zendesk Talk performance metrics

Template for generated report: Zendesk talk devops dashboard for business
394
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Last reviewed:
18-Sep-20
Dashboards:
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"ZENDESK TALK PERFORMANCE" METRICS

AVERAGE CALL DURATION

Average time of call across all calls
Tips
Required plan: Zendesk Team
USE THIS METRIC

AVERAGE WAIT TIME

Average time caller spent in queue waiting to be routed to an agent
Tips
Required plan: Zendesk Team
USE THIS METRIC

AVERAGE WRAP-UP TIME

Average wrap-up time across all calls
Tips
Required plan: Zendesk Team
USE THIS METRIC

TOTAL CALL DURATION

Total duration of all calls
Tips
Required plan: Zendesk Team
USE THIS METRIC

TOTAL CALLS

Total number of inbound and outbound calls
Tips
Required plan: Zendesk Team
USE THIS METRIC

TOTAL VOICEMAILS

Total number of calls that went to voicemail for any reason
Tips
Required plan: Zendesk Team
USE THIS METRIC

TOTAL WRAP-UP TIME

Total wrap-up time across all calls
Tips
Required plan: Zendesk Team
USE THIS METRIC

AVERAGE CALLBACK TIME

Average callback time
Description
Average callback time a customer has been waiting for an agent in the queue. Excludes Available agents greeting
Tips
Required plan: Zendesk Professional
USE THIS METRIC

AVERAGE TIME TO ANSWER

Time from system response to agent connect
Description
Average time between system answering a call and customer being connected with an agent. Includes greetings and other recordings played
Tips
Required plan: Zendesk Professional
USE THIS METRIC

TOTAL CALLBACK REQUESTS

Total number of callback requests (successful or not)
Tips
Required plan: Zendesk Professional
USE THIS METRIC

TOTAL HUNG UPS

Total number of calls where customer hung up while waiting in the queue
Tips
Required plan: Zendesk Professional
USE THIS METRIC

TOTAL HOLD TIME

Total hold time across all calls
Tips
Required plan: Zendesk Professional
USE THIS METRIC

AGENTS BY WRAP-UP TIME

Average wrap-up time across all calls
Tips
Required plan: Zendesk Team
USE THIS METRIC

AGENTS BY ANSWERED CALLS

Total number of calls agents answered
Tips
Required plan: Zendesk Team
USE THIS METRIC

AGENTS BY CALLS MISSED

Total number of calls agents missed
Tips
Required plan: Zendesk Team
USE THIS METRIC

AGENTS OVERVIEW

Online agents ranking by answered calls and other metrics.
Tips
Required plan: Zendesk Team
USE THIS METRIC

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