Explore recipe: Measuring call acceptance data for agents


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In this recipe, you’ll learn how to report on call acceptance data (whether agents accepted, declined, or missed calls) for the Zendesk Talk agents in your account.

This article contains the following topics:

What you’ll need
Creating the report
Enhancing the report

What you’ll need
Skill level: Beginner
Time required: 10 mins

Zendesk Explore Professional or Enterprise
Editor or Admin permissions (see Giving agents access to Explore)
Call data in Zendesk Talk

Creating the report

In Explore, click the reports ( ) icon.
In the Reports library, click New report.
On the Select a dataset page, click Talk > Talk - Calls, then click Start report. The report builder opens.
In the Metrics panel, click Add.
From the list, select Accepted call legs, Declined call legs, and Missed call legs, then click Apply.
In the Rows panel, click Add.
From the list, select Leg agent name, then click Apply.
(Optional) Add a filter for Leg - Date to narrow your results.


Enhancing the report
You can also report on call acceptance data that does not count towards the accepted, missed, or declined call leg types. This call leg type, known as the ended leg type, applies to call legs that terminate due to local factors affecting the call. For example, this can occur due to network issues or when an agent refreshes the browser tab.
To enhance the report

Use a standard calculated metric with the name Ended Call Legs and following formula:
IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND [Leg completion status]="Completed" AND (VALUE(Leg talk time (sec))=0)) THEN [Leg ID] ENDIF



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