Analyzing your Voice activity

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Zendesk analytics features a prebuilt dashboard to help you monitor your call center activity. The Voice dashboard can help you identify your call volumes, wait times, agent effectiveness, and more.

You can edit and customize the Voice dashboard by cloning it (see Cloning dashboards).

Tip: If you need something more complex, you can write your own reports using a wide range of metrics and attributes. For details, see Getting started creating queries.

The information in dashboards is updated on a schedule. The schedule depends on which plan you are using. For details, see Data refresh intervals for analytics.

In the following topics, you'll learn how to access the Voice dashboard and see the available reports:

Accessing the Voice dashboard

Understanding the Voice dashboard reports

Accessing the Voice dashboard

Use the following procedure to access the Voice dashboard.

To access the Voice dashboard

In Zendesk Support, open the product tray.

From the list of products, click Analytics. Analytics opens and displays the dashboard library.

From the list of dashboards, click the Zendesk Voice dashboard.

Understanding the Voice dashboard reports

This dashboard contains the following tabs. Click a section to find out more information:

Note: 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.

Calls tab

Efficiency tab

Agent activity tab

Quality tab

Calls tab

The Calls 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.

Calls tab headline metrics

This tab displays the following headline metrics (KPIs):

Calls: The total number of calls made.

Inbound calls: The total number of inbound calls.

Outbound calls: The number of outbound calls made by agents.

Voicemail calls: The number of calls that were directed to voicemail.

Completion rate: The percentage of calls that were successfully completed.

Calls tab reports

This tab displays the following reports:

Inbound calls by hour: The average percentage of inbound calls received each hour of the day.

Average inbound calls by day of week: The average number of calls received each day of the week.

Calls by date: The number of calls of each type over the date range you choose.

Calls by type: The number and percentage of each call type over the date range you specify.

Unsuccessful inbound calls by type: A bar chart showing the number and percentage of each type of unsuccessful call.

Unsuccessful inbound calls by date: A bar chart showing the number of each type of unsuccessful call each day over the date range you specify.

Inbound calls by selected attribute (top 10): Displays the number of incoming calls to each of your phone numbers or call groups.

Outbound calls by selected attribute (top 10): Displays the number of outgoing calls from each of your phone numbers or call groups.

Calls by selected attribute and date (top 10): 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.

Calls by month/year: Shows the total number of all calls per month over the date range you specify.

Efficiency tab

The Efficiency 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.

Efficiency tab headline metrics

This tab displays the following headline metrics (KPIs):

Call duration average: The average duration of each call.

Talk time average: The average time the caller and the agent were talking during the call.

Answer time average: The average time between answering the call, and the caller being connected with an agent.

Queue wait time average: 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.

On-hold time average: The average time end users spent on hold during a call.

Efficiency tab reports

This tab displays the following reports:

Calls by talk time brackets: Shows call duration by bracketed percentages. For example, the report shows the number and percentage of calls that took between 20 and 30 minutes. (Not recorded means the value is null, meaning an agent didn't answer the call.)

Calls by wait time brackets: 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. (Not recorded means the value is null, meaning the end user didn't have to wait in a queue to have their call answered.)

Regular inbound call end-user journey: Shows the daily average call answer time, talk time, and on-hold time over the date range you specify.

Voicemail end-user journey: Shows the average daily call wait time together with the average duration of voicemails over the date range you specify.

Agent activity tab

The Agent activity 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.

Agent activity tab headline metrics

This tab displays the following headline metrics (KPIs):

Accepted call legs: Displays the number of call legs that were answered by agents.

Missed call legs: Displays the number of call legs that were missed by agents.

Declined call legs: Displays the number of call legs that were declined by agents.

Leg duration average: Displays the average duration of agent call legs.

Leg talk time average: Displays the average time agents spent talking to end users in each leg.

Agent activity tab reports

This tab displays the following reports:

Call routing to agents by date: Displays the number of accepted, missed, and declined call legs over the date range you specify.

Call routing to agents: Displays the total number of accepted, missed, and declined call legs over the date range you specify.

Call time KPIs: Displays further headline metrics (KPIs) to show the average time agents spent on hold, consulting, engaging in conference calls, or wrapping up after calls.

Agent call journey: Displays information about the total time agents spent in various call stages over the time period you specify.

Agent activity: A wide range of information about calls your agents have taken, made, or missed. You can choose between the Leg agent name and the Call group and also configure the Top and Bottom filters to show only the results you want.

Quality tab

The Quality 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.

Quality tab headline metrics

This tab displays the following headline metrics (KPIs):

Quality rate: The percentage of good quality calls.

Good quality calls: The number of good quality calls.

Bad quality calls: The number of calls that had at least one network or audio quality issue.

Bad quality agent legs: The number of agent call legs that had at least one network or audio quality issue.

Bad quality end-user legs: The number of end-user call legs that had at least one network or audio quality issue.

Quality tab reports

This tab displays the following reports:

Quality rate by date: Compares the good quality call rate and the agent leg quality call rate with the number of bad quality calls.

Quality by leg type: Summarizes the number of good and bad quality call legs for agents, end-users, and external calls.

Agent leg quality issues: 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.

Agent leg quality issues by date: Displays a line chart showing specific call issues encountered by your agents and groups over the date range you specified.

Leg quality by agent or group: 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 Leg agent name and the Call group and also configure the Top and Bottom filters to show only the results you want.

Leg quality issues by agent or group: Displays a breakdown of specific call issues encountered by your agents and groups. You can choose between the Leg agent name and the Call group and also configure the Top and Bottom filters to show only the results you want.