Explore recipe: Measuring call acceptance data for agents

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<p>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.</p>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_recipe_call_acceptance_1.png" width="850"></p>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_01FRKJDZC1Y03ZVJ3VKVDF3Y9H" target="_self">What you’ll need</a></li>
<li><a href="#h_01FRKJE3WAY8HF80ZM0XFJ4VWR" target="_self">Creating the report</a></li>
<li><a href="#01JQTM6ZPM2BZ6WXF4R0WF7YGF">Enhancing the report</a></li>
</ul>
<h2 id="h_01FRKJDZC1Y03ZVJ3VKVDF3Y9H">What you’ll need</h2>
<p><strong>Skill level:</strong> Beginner</p>
<p><strong>Time required:</strong> 10 mins</p>
<ul>
<li>Zendesk Explore Professional or Enterprise</li>
<li>Editor or Admin permissions (see <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_self">Giving agents access to Explore</a>)</li>
<li>Call data in Zendesk Talk</li>
</ul>
<h2 id="h_01FRKJE3WAY8HF80ZM0XFJ4VWR">Creating the report</h2>
<ol>
<li>In Explore, click the reports (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon.</li>
<li>In the Reports library, click <strong>New report</strong>.</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Talk</strong> &gt; <strong>Talk - Calls</strong>, then click <strong>Start report</strong>. The report builder opens.</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>Accepted call legs</strong>, <strong>Declined call legs</strong>, and <strong>Missed call legs</strong>, then click <strong>Apply</strong>.</li>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>Leg agent name</strong>, then click <strong>Apply</strong>.</li>
<li>(Optional) Add a filter for <strong>Leg - Date</strong> to narrow your results.<br><img class="img-screenshot" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_recipe_call_acceptance_2.png" width="850">
</li>
</ol>
<h2 id="01JQTM6ZPM2BZ6WXF4R0WF7YGF">Enhancing the report</h2>
<p>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.</p>
<p><strong>To enhance the report</strong></p>
<ul>
<li>Use a <a href="https://support.zendesk.com/hc/en-us/articles/4408824243738-Creating-standard-calculated-metrics-and-attributes" rel="noopener noreferrer" target="_blank">standard calculated metric</a> with the name <strong>Ended Call Legs</strong> and following formula:
<pre>IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND [Leg completion status]="Completed" AND <br>(VALUE(Leg talk time (sec))=0)) THEN [Leg ID] ENDIF</pre>
</li>
</ul>
<p>
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