Explore recipe: Inbound calls by wait time

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<p><span style="font-weight: 400;">This recipe helps you to create a report to measure inbound or answered voice calls by associated wait time in multiple brackets or groups.</span></p>
<p> This article contains the following topics:</p>
<ul>
<li><a href="#h_d6f8698a-b0ba-4f73-bbfe-56168d39ac3c" target="_self">What you'll need</a></li>
<li><a href="#h_fdb9f524-7249-4fc5-b8bd-22f691760511" target="_self">Creating the report</a></li>
<li><a href="#h_48c8036d-bdbf-4130-8ec2-88fab4b057d4" target="_self">Enhancing your report </a></li>
</ul>
<h2 id="h_d6f8698a-b0ba-4f73-bbfe-56168d39ac3c">What you'll need</h2>
<p><strong>Skill level</strong><span style="font-weight: 400;">: Beginner</span></p>
<p><strong>Time required</strong><span style="font-weight: 400;">: 10 mins</span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 400;">Zendesk Explore Professional or Enterprise</span></li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Editor or Admin permissions (see </span><a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" rel="undefined" target="_self">Giving agents access to Explore</a><span style="font-weight: 400;">)</span>
</li>
<li style="font-weight: 400;"><span style="font-weight: 400;">Call data in Zendesk Talk</span></li>
</ul>
<h2 id="h_fdb9f524-7249-4fc5-b8bd-22f691760511"><span style="font-weight: 400;">Creating the report</span></h2>
<ol>
<li style="font-weight: 400;">
<span style="font-weight: 400;">In Zendesk Explore, click the reports (<img alt="" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png"></span><span style="font-weight: 400;">) icon.</span>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">In the Reports library, click </span><strong>New report.</strong>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">On the <strong>Select a dataset</strong> page, click <strong>Talk</strong> &gt; <strong>Talk - Calls</strong></span>, then click <strong class="ph b">Start report</strong>. The report builder opens<span style="font-weight: 400;">.</span>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">In the </span><strong>Metrics</strong><span style="font-weight: 400;"> panel, click </span><strong>Add.</strong>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">From the list of metrics, choose </span><strong>Inbound Calls</strong> &gt; <strong>Inbound Calls</strong><span style="font-weight: 400;">,</span> <span style="font-weight: 400;">then click </span><strong>Apply.</strong>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">In the </span><strong>Rows</strong><span style="font-weight: 400;"> panel, click </span><strong>Add.</strong>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">From the list of attributes, choose </span><strong>Call brackets</strong> &gt; <strong>Call wait time brackets</strong><span style="font-weight: 400;">, then click</span><strong> Apply.</strong>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">The current report setup will match the following screenshot:<br></span><span style="font-weight: 400;"><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_inbound_calls_1.png" width="250"></span>
</li>
</ol>
<p><span style="font-weight: 400;">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.</span></p>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_inbound_calls_2.png"></p>
<p><strong>Not recorded</strong> means the value is null, meaning an end user didn't have to wait in a queue for their call to be answered.<span style="font-weight: 400;"></span></p>
<h2 id="h_48c8036d-bdbf-4130-8ec2-88fab4b057d4"><span style="font-weight: 400;">Enhancing your report </span></h2>
<p><span style="font-weight: 400;">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.</span></p>
<p><strong>Column Graph</strong></p>
<ol>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Click the visualization type (<img alt="" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png"></span><span style="font-weight: 400;">) icon.</span>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Select the <strong>Column</strong> graph.<br></span><span style="font-weight: 400;"><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_inbound_calls_3.png" width="400"></span><span style="font-weight: 400;"></span>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Click </span><strong>Call wait time brackets</strong><span style="font-weight: 400;"> to display all brackets on the column graph, or click a specific bracket to only display data for that bracket.<br><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_inbound_calls_4.png" width="400"><br></span>
</li>
</ol>
<p><strong>Pie Chart</strong></p>
<ol>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Click the visualization type (<img alt="" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png"></span><span style="font-weight: 400;">) icon.</span>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Select the <strong>Pie</strong> chart.</span><span style="font-weight: 400;"></span><span style="font-weight: 400;"><br><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_inbound_calls_5.png" width="400"></span><span style="font-weight: 400;"></span>
</li>
<li style="font-weight: 400;">
<span style="font-weight: 400;">Move </span><strong>Call wait brackets</strong><span style="font-weight: 400;"> from </span><strong>Rows</strong><span style="font-weight: 400;"> to </span><strong>Columns.</strong><strong><br><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_inbound_calls_6.png"></strong>
</li>
</ol>
<p><span style="font-weight: 400;">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.</span></p>
<p><span style="font-weight: 400;"><img class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_inbound_calls_7.png" width="850"></span> </p>
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