Explore recipe: Declined and missed calls by ticket ID and agent leg

<div class="body">
<div class="article-banners">
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
<div class="article-banner" id="suite_pee">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_with_explore_pe">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Explore Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="p"><span>This Explore recipe shows you how to create a report that provides a quick way to see the list of tickets where the agent missed a call routing and or declined calls. </span></div>
<div class="p"><span></span></div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xbd_43y_4fb">
<h2 class="title topictitle2" id="ariaid-title2">What you'll need</h2>
<div class="body">
<p class="p" dir="ltr">Skill level: Easy</p>
<p class="p" dir="ltr">Time Required: 10 minutes</p>
<ul>
<li class="p" dir="ltr">Zendesk Explore Professional or Enterprise</li>
<li class="p" dir="ltr">Editor or Admin permissions (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970-Adding-users-to-Explore" rel="noopener" target="_blank"><u class="ph u">Adding users to Explore</u></a>)</li>
<li class="p" dir="ltr">Ticket data in Zendesk Support</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_nmw_43y_4fb">
<h2 class="title topictitle2" id="ariaid-title3">How to create the report in Explore</h2>
</div>
<p class="p">Use the following steps to create this report in Explore.</p>
<ol class="ol" id="topic_kd2_klp_2fb__ol_pyy_ysp_2fb">
<li class="li">In Zendesk Explore, click the reports (<span> </span><img alt="" class="image" id="topic_kd2_klp_2fb__image_l1h_stp_2fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" width="16">) icon.</li>
<li class="li">In the Reports library, click<span> </span><strong class="ph b">New report</strong>.</li>
<li class="li">On the<span> </span><strong>Select a dataset</strong><span> </span>page, click<span> </span><strong>Talk</strong><span> </span>&gt;<span><strong> Talk -</strong> </span><strong>Calls</strong>, then click<span> <strong class="ph b">Start report</strong></span>. The report builder opens.</li>
<li class="li">Next, add a metric. A metric is the thing you want to measure, in this case, the number of declined and missed calls by agents. In the<span> </span><strong class="ph b">Metrics</strong><span> section, click </span><strong class="ph b">Add</strong><span>.</span>
</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Call routing<span> to agents </span></strong>&gt; <strong class="ph b">Declined call legs </strong>and<strong class="ph b"> Missed call legs</strong>, then click<span> </span><strong class="ph b">Apply</strong>. </li>
<li class="li">
<span>Next, add the two attributes that will break down the number of tickets by assigned agent, and ticket channel. In the </span><strong class="ph b">Rows</strong><span> section, click </span><strong class="ph b">Add</strong><span>.</span>
</li>
<li class="li"><span>From the list of attributes, choose the following: <strong>Ticket </strong>&gt; <strong>Ticket ID</strong>, <strong class="ph b">Call leg agent </strong>&gt; <strong class="ph b">Leg agent name</strong>, <strong>Time - Leg started</strong> &gt; <strong>Leg - Timestamp</strong>, and <strong>Call leg</strong> &gt; <strong>Leg completion status</strong>, then click <strong class="ph b">Apply</strong>.</span></li>
<li class="li">
<span>You'll see something resembling the following table: <img alt="" src="https://support.zendesk.com/hc/article_attachments/4408850271898"></span><span></span><span></span><span></span>
</li>
<li class="li">To show only calls with a leg completion status of Missed and Declined, click the <strong>Leg completion status</strong> attribute you just added, select only <strong>Agent missed</strong> and <strong>Agent declined</strong>, then click <strong>Apply</strong>.</li>
<li class="li">The report was by default named<span> </span><strong class="ph b">New report</strong>. Click the<span> </span><strong class="ph b">New report</strong><span> </span>text and replace it with a title of your own.</li>
<li class="li">Finally, click<span> </span><strong class="ph b">Save</strong>.<span></span>
</li>
</ol>
<p> </p><script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408823364250",
"url": "https://support.zendesk.com/hc/en-us/articles/4408823364250-Explore-recipe-Declined-and-missed-calls-by-ticket-ID-and-agent-leg",
"headline": "Explore recipe: Declined and missed calls by ticket ID and agent leg",
"description": "You can create a report to identify tickets with declined or missed calls by agent and ticket ID using call leg metrics and attributes in the report builder.",
"articleSection": "Call reporting recipes",
"datePublished": "2021-10-16T03:43:42+00:00",
"dateModified": "2025-09-06T00:06:11+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408823364250"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Explore",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298856346"
}
}
}</script>