Analyzing your Voice activity

<body>
<p id="docs-hc-snippet" style="display: none;">The Voice prebuilt dashboard helps you monitor your call activity. The Voice dashboard can help you identify your call volumes, wait times, agent effectiveness, and more.</p>
<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_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_with_talk_all">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Talk Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the Voice dashboard to track call volume, wait time, agent activity, and call quality. You can review key metrics like inbound and outbound calls, answer time, talk time, missed and declined call legs, and quality rate. It also includes reports for call trends, agent performance, voicemail, and network or audio issues, and you can clone the dashboard to customize it.</p>
</div>

<div class="body">

<p class="p" dir="ltr">The Voice prebuilt dashboard helps you monitor your call activity. The Voice dashboard
can help you identify your call volumes, wait times, agent effectiveness, and more.</p>
<p class="p">You can edit and customize the Voice dashboard by cloning it (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">Cloning dashboards</a>).</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you need something more complex, you can write your own reports
using a wide range of metrics and attributes. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839341082" target="_blank">Getting started creating queries</a>.</div>
</div>
<p class="p">The information in dashboards is updated on a schedule. The schedule depends on which
plan you are using. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for analytics</a>.</p>
<p class="p">In the following topics, you'll learn how to access the Voice dashboard and see the
available reports:</p>
<ul class="ul" id="id_4408836253338__ul_dt1_jml_jkb">
<li class="li"><a class="xref" href="#topic_dvs_44l_jkb">Accessing the Voice dashboard</a></li>
<li class="li"><a class="xref" href="#topic_t14_fcj_z3b">Understanding the Voice dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dvs_44l_jkb">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Voice dashboard</h2>
<div class="body">
<p class="p">Use the following procedure to access the Voice dashboard.</p>
<p class="p"><strong class="ph b">To access the Voice dashboard</strong></p>
<ol class="ol" id="topic_dvs_44l_jkb__ol_mbh_ynz_1fb">
<li class="li">Click the Zendesk products icon (<img class="image" id="topic_dvs_44l_jkb__image_afb_z5g_nhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/products_icon2.png">) in the top bar, then select Analytics. The
dashboard library appears.</li>
<li class="li">From the list of dashboards, click the <strong class="ph b">Zendesk Voice</strong> dashboard.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_t14_fcj_z3b">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Voice dashboard reports</h2>
<div class="body">
<p class="p">This dashboard contains the following tabs. Click a section to find out more
information:</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you upgraded to Professional or from another plan, keep in mind that data will be available
only from the date you purchased the upgraded plan.</div>
</div>
<ul class="ul" id="topic_t14_fcj_z3b__ul_vhn_fdj_z3b">
<li class="li"><a class="xref" href="#topic_vn3_r4l_jkb">Calls tab</a></li>
<li class="li"><a class="xref" href="#topic_n1b_gcj_z3b">Efficiency tab</a></li>
<li class="li"><a class="xref" href="#topic_jsb_gcj_z3b">Agent activity tab</a></li>
<li class="li"><a class="xref" href="#topic_fpx_stt_mmb">Quality tab</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_vn3_r4l_jkb">
<h3 class="title topictitle3" id="ariaid-title4">Calls tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Calls</strong> tab shows information about calls that your agents made and
received. You can filter reports by date, phone number, IVR group, and the end
user's organization.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_m4m_tdj_z3b">
<h4 class="title topictitle4" id="ariaid-title5">Calls tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_m4m_tdj_z3b__ul_yw1_r2j_z3b">
<li class="li">
<strong class="ph b">Calls:</strong> The total number of calls made.</li>
<li class="li">
<strong class="ph b">Inbound calls:</strong> The total number of inbound calls.</li>
<li class="li">
<strong class="ph b">Outbound calls:</strong> The number of outbound calls made by agents.</li>
<li class="li">
<strong class="ph b">Voicemail calls:</strong> The number of calls that were directed to
voicemail.</li>
<li class="li">
<strong class="ph b">Completion rate:</strong> The percentage of calls that were successfully
completed.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_m4m_tdj_z3b__image_s5k_gh5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_14.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_i3h_5dj_z3b">
<h4 class="title topictitle4" id="ariaid-title6">Calls tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_i3h_5dj_z3b__ul_xgz_bfj_z3b">
<li class="li">
<strong class="ph b">Inbound calls by hour:</strong> The average percentage of inbound calls
received each hour of the day.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_iyk_gh2_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-53.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Average inbound calls by day of week:</strong> The average number of calls
received each day of the week.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_fnq_s32_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-54.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Calls by date:</strong> The number of calls of each type over the date
range you choose.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_g3c_lh5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_15.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Calls by type:</strong> The number and percentage of each call type over
the date range you specify.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_amg_hk5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_22.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Unsuccessful inbound calls by type:</strong> A bar chart showing the
number and percentage of each type of unsuccessful call.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_fzd_2k5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_21.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Unsuccessful inbound calls by date:</strong> A bar chart showing the
number of each type of unsuccessful call each day over the date range
you specify.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_wsg_zj5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_20.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Inbound calls by selected attribute (top 10):</strong> Displays the number
of incoming calls to each of your phone numbers or call groups.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_xqc_2j5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_19.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Outbound calls by selected attribute (top 10):</strong> Displays the
number of outgoing calls from each of your phone numbers or call
groups.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_xbm_cj5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_18.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Calls by selected attribute and date (top 10):</strong> Shows the total
number of calls for each of your phone numbers or call groups on a daily
basis for the date range you specify.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_myn_zh5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_17.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Calls by month/year:</strong> Shows the total number of all calls per
month over the date range you specify.<p class="p"><img class="image img-screenshot" id="topic_i3h_5dj_z3b__image_n4l_5h5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_16.png" width="600"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_n1b_gcj_z3b">
<h3 class="title topictitle3" id="ariaid-title7">Efficiency tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Efficiency</strong> tab shows information about your agents' efficiency with
calls. You can filter reports by date, phone number, IVR destination group, and
the end user's organization.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_dmw_vdj_z3b">
<h4 class="title topictitle4" id="ariaid-title8">Efficiency tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_dmw_vdj_z3b__ul_nxj_r2j_z3b">
<li class="li">
<strong class="ph b">Call duration average:</strong> The average duration of each call.</li>
<li class="li">
<strong class="ph b">Talk time average:</strong> The average time the caller and the agent were
talking during the call.</li>
<li class="li">
<strong class="ph b">Answer time average:</strong> The average time between answering the call,
and the caller being connected with an agent.</li>
<li class="li">
<strong class="ph b">Queue wait time average:</strong> The average time end users spent in a
queue before their call was answered. This time does not include any
recorded greeting messages that were played, but the wait time greeting
is included.</li>
<li class="li">
<strong class="ph b">On-hold time average:</strong> The average time end users spent on hold
during a call.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_dmw_vdj_z3b__image_l11_l4m_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore-prebuilt-dash-78.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_vlw_vdj_z3b">
<h4 class="title topictitle4" id="ariaid-title9">Efficiency tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_vlw_vdj_z3b__ul_ec3_cfj_z3b">
<li class="li">
<strong class="ph b">Calls by talk time brackets:</strong> Shows call duration by bracketed
percentages. For example, the report shows the number and percentage of
calls that took between 20 and 30 minutes. (<strong class="ph b">Not recorded</strong> means
the value is null, meaning an agent didn't answer the call.)<p class="p"><img class="image img-screenshot" id="topic_vlw_vdj_z3b__image_lt4_cn5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_26.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Calls by wait time brackets:</strong> Shows calls by bracketed wait times
and percentages. For example, the report shows the number and percentage
of calls where the caller had to wait between 30 and 60 seconds. (<strong class="ph b">Not
recorded</strong> means the value is null, meaning the end user didn't
have to wait in a queue to have their call answered.)<p class="p"><img class="image img-screenshot" id="topic_vlw_vdj_z3b__image_pwj_1n5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_25.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Regular inbound call end-user journey:</strong> Shows the daily average
call answer time, talk time, and on-hold time over the date range you
specify.<p class="p"><img class="image img-screenshot" id="topic_vlw_vdj_z3b__image_nmj_ym5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_24.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Voicemail end-user journey:</strong> Shows the average daily call wait
time together with the average duration of voicemails over the date
range you specify.<p class="p"><img class="image img-screenshot" id="topic_vlw_vdj_z3b__image_r45_cm5_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_23.png" width="600"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_jsb_gcj_z3b">
<h3 class="title topictitle3" id="ariaid-title10">Agent activity tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Agent activity</strong> tab shows information about your agents' statistics
when making calls. You can filter reports by date, phone number, IVR destination
group, and the end user's organization.</p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_psk_xdj_z3b">
<h4 class="title topictitle4" id="ariaid-title11">Agent activity tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_psk_xdj_z3b__ul_kk2_s2j_z3b">
<li class="li">
<strong class="ph b">Accepted call legs:</strong> Displays the number of call legs that were
answered by agents.</li>
<li class="li">
<strong class="ph b">Missed call legs:</strong> Displays the number of call legs that were
missed by agents.</li>
<li class="li">
<strong class="ph b">Unreachable call legs:</strong> Displays the number of call legs offered
to agents who were unreachable because the call did not ring, for
example when their browser or Zendesk tab was closed, or due to network
issues.</li>
<li class="li">
<strong class="ph b">Declined call legs:</strong> Displays the number of call legs that were
declined by agents.</li>
<li class="li">
<strong class="ph b">Leg duration average:</strong> Displays the average duration of agent call
legs.</li>
<li class="li">
<strong class="ph b">Leg talk time average:</strong> Displays the average time agents spent
talking to end users in each leg.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_psk_xdj_z3b__image_rd3_vyt_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_8.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_hsk_xdj_z3b">
<h4 class="title topictitle4" id="ariaid-title12">Agent activity tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_hsk_xdj_z3b__ul_u5m_cfj_z3b">
<li class="li">
<strong class="ph b">Call routing to agents by date:</strong> Displays the number of accepted,
missed, unreachable, and declined call legs over the date range you specify.<p class="p"><img class="image img-screenshot" id="topic_hsk_xdj_z3b__image_kcv_vzt_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_9.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Call routing to agents:</strong> Displays the total number of accepted,
missed, unreachable, and declined call legs over the date range you specify.<p class="p"><img class="image img-screenshot" id="topic_hsk_xdj_z3b__image_tyx_115_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_10.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Call time KPIs:</strong> Displays further headline metrics (KPIs) to show
the average time agents spent on hold, consulting, engaging in
conference calls, or wrapping up after calls.<p class="p"><img class="image img-screenshot" id="topic_hsk_xdj_z3b__image_fjh_f15_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_11.png" width="350"></p>
</li>
<li class="li">
<strong class="ph b">Agent call journey:</strong> Displays information about the total time
agents spent in various call stages over the time period you
specify.<p class="p"><img class="image img-screenshot" id="topic_hsk_xdj_z3b__image_h2l_315_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_12.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Agent activity:</strong> A wide range of information about calls your
agents have taken, made, or missed. You can choose between the <strong class="ph b">Leg
agent name</strong> and the <strong class="ph b">Call group</strong> and also configure the
<strong class="ph b">Top</strong> and <strong class="ph b">Bottom</strong> filters to show only the results you
want.<p class="p"><img class="image img-screenshot" id="topic_hsk_xdj_z3b__image_hj1_jks_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_agent_activity.png" width="600"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_fpx_stt_mmb">
<h3 class="title topictitle3" id="ariaid-title13">Quality tab</h3>
<div class="body">
<p class="p">The <strong class="ph b">Quality</strong> tab shows information about the quality of calls that your
agents made and received. You can filter reports by date, group, leg agent name,
phone number, call direction, call type, and organization name.</p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested3" id="topic_l4m_wtt_mmb">
<h4 class="title topictitle4" id="ariaid-title14">Quality tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_l4m_wtt_mmb__ul_lcz_ytt_mmb">
<li class="li">
<strong class="ph b">Quality rate:</strong> The percentage of good quality calls.</li>
<li class="li">
<strong class="ph b">Good quality calls:</strong> The number of good quality calls.</li>
<li class="li">
<strong class="ph b">Bad quality calls:</strong> The number of calls that had at least one
network or audio quality issue.</li>
<li class="li">
<strong class="ph b">Bad quality agent legs:</strong> The number of agent call legs that had at
least one network or audio quality issue.</li>
<li class="li">
<strong class="ph b">Bad quality end-user legs:</strong> The number of end-user call legs that
had at least one network or audio quality issue.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_l4m_wtt_mmb__image_e2m_g5t_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_1.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested3" id="topic_y3t_w5t_mmb">
<h4 class="title topictitle4" id="ariaid-title15">Quality tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_y3t_w5t_mmb__ul_z3t_w5t_mmb">
<li class="li">
<strong class="ph b">Quality rate by date:</strong> Compares the good quality call rate and the
agent leg quality call rate with the number of bad quality
calls.<p class="p"><img class="image img-screenshot" id="topic_y3t_w5t_mmb__image_fz2_5wt_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_2.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Quality by leg type:</strong> Summarizes the number of good and bad
quality call legs for agents, end-users, and external calls.<p class="p"><img class="image img-screenshot" id="topic_y3t_w5t_mmb__image_mzq_twt_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_3.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Agent leg quality issues:</strong> Displays a bar chart comparing the
number of specific call issues encountered. You can choose to show one
or more agent, end-user, or external calls.<p class="p"><img class="image img-screenshot" id="topic_y3t_w5t_mmb__image_khd_twt_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_4.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Agent leg quality issues by date:</strong> Displays a line chart showing
specific call issues encountered by your agents and groups over the date
range you specified.<p class="p"><img class="image img-screenshot" id="topic_y3t_w5t_mmb__image_zln_swt_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_2020_dashboard_5.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Leg quality by agent or group:</strong> Displays the number of good and
bad quality legs for each of your agents or groups along with the
percentage of good-quality calls. You can choose between the <strong class="ph b">Leg
agent name</strong> and the <strong class="ph b">Call group</strong> and also configure the
<strong class="ph b">Top</strong> and <strong class="ph b">Bottom</strong> filters to show only the results you
want.<p class="p"><img class="image img-screenshot" id="topic_y3t_w5t_mmb__image_obz_rwt_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_leg_agent_name.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Leg quality issues by agent or group:</strong> Displays a breakdown of
specific call issues encountered by your agents and groups. You can
choose between the <strong class="ph b">Leg agent name</strong> and the <strong class="ph b">Call group</strong> and
also configure the <strong class="ph b">Top</strong> and <strong class="ph b">Bottom</strong> filters to show only the
results you want.<p class="p"><img class="image img-screenshot" id="topic_y3t_w5t_mmb__image_dz3_rwt_mmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_leg_quality_issues.png" width="450"></p>
</li>
</ul>
</div>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408836253338",
"url": "https://support.zendesk.com/hc/en-us/articles/4408836253338",
"headline": "Analyzing your Voice activity",
"description": "You use the Voice dashboard to review call volume, wait time, agent activity, and call quality, and you can access, filter, and customize its reports.",
"articleSection": "Reporting on your voice channel",
"datePublished": "2021-10-16T04:07:22+00:00",
"dateModified": "2026-08-29T13:54:39.493399+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408836253338"
},
"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": "Voice",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298861722"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>