Reporting on calls with Explore

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<p id="docs-hc-snippet" style="display: none;">When you run a call center using Zendesk, useful call information is recorded about your efficiency and productivity. Zendesk Explore helps you surface this important business information in easy-to-read reports and dashboards.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can use Explore to report on call center activity, including call wait time, answer time, IVR time, talk time, and call completion status. It also helps you work with call legs, agent and end-user activity, and prebuilt Talk dashboards. You can use these metrics and attributes to build custom reports and track team performance, call volume, and customer experience.</p>
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<p class="p">When you run a call center using Zendesk, useful call information is recorded about your
efficiency and productivity. Zendesk Explore helps you surface this important business
information in easy-to-read reports and dashboards. </p>
<p class="p">In this article, you'll learn the basics of what makes up a call, how to access your call
information in Explore, and some of the most common metrics you can measure.</p>
<p class="p">If you're new to Explore and want more help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831710618" target="_blank">Getting started with Explore</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="id_4408885612314__ul_jzx_wx5_yjb">
<li class="li"><a class="xref" href="#topic_bcq_rd5_yjb">Understanding the flow of a call</a></li>
<li class="li"><a class="xref" href="#topic_utw_qd5_yjb">Understanding call legs</a></li>
<li class="li"><a class="xref" href="#topic_l3j_cy5_yjb">Understanding key Explore metrics for Talk</a></li>
<li class="li"><a class="xref" href="#topic_zpl_1y5_yjb">Creating an Explore report</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bcq_rd5_yjb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the flow of a call</h2>
<div class="body">
<p class="p">To produce effective reports, it helps to understand the high-level flow of a call. A
simple incoming call might look like this:</p>
<p class="p"><img alt="Call diagram" class="image img-screenshot" id="topic_bcq_rd5_yjb__image_uq3_sbn_dkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_call_diagram.png"></p>
<div class="p">In addition to the basic flow, the following applies:<ul class="ul" id="topic_bcq_rd5_yjb__ul_c4s_rgv_yjb">
<li class="li">If the agent declines or doesn't pick up the call, their call leg time
ends.</li>
<li class="li">If the agent calls a second agent to consult, a new call leg starts for the
second agent.</li>
<li class="li">Once the first agent transfers the call to another agent, then the first
agent call leg ends.</li>
<li class="li">If an agent's status is <strong class="ph b">Online</strong> when a call ends, their call leg is
not complete until they complete their wrap-up time (if configured).</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_utw_qd5_yjb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding call legs</h2>
<div class="body">
<p class="p">A common term you'll hear is <em class="ph i">call leg</em>. A call leg is defined as an interaction
between a person and the call.</p>
<p class="p">Call legs fall into one of two types:</p>
<ul class="ul" id="topic_utw_qd5_yjb__ul_mvz_td5_yjb">
<li class="li">
<strong class="ph b">Agent:</strong> Begins when an available agent is found and the agent's phone (or
browser) starts to ring. The call leg ends after one of the following events:<ul class="ul" id="topic_utw_qd5_yjb__ul_u5y_sbv_yjb">
<li class="li">The agent declines the call.</li>
<li class="li">The agent completes the call. If their status is <strong class="ph b">Online</strong> when the
call ends, the leg ends after any configured wrap-up time; otherwise,
it ends when the call ends.</li>
<li class="li">The agent transfers the call to a second agent. As soon as the first
agent calls the second agent, then the second agent's call leg begins.
The first agent's call leg ends after the call is transferred. When
calls have more than one agent leg, it's because more than one agent was
a participant.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">End user:</strong> Begins after the call is answered and the end user hears the
welcome message. The call leg ends when the call is disconnected because either
the end user or the agent hung up. There can be more than one call leg for the
end user (for example, a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884087706" target="_blank">callback request</a> creates a second
end-user call leg).</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_l3j_cy5_yjb">
<h2 class="title topictitle2" id="ariaid-title4">Understanding key Explore metrics for Talk</h2>
<div class="body">
<p class="p">You can access a range of prebuilt reports that display information about your calls,
efficiency, and agent activity. If you need to customize these reports or create
your own reports, Explore features a large number of metrics and attributes you can
use.</p>
<p class="p">In this section, you'll learn how to access the prebuilt reports, and discover some
of the key metrics and attributes you can use to create your own reports.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ymv_gnp_zjb">
<h3 class="title topictitle3" id="ariaid-title5">Prebuilt reports for Talk</h3>
<div class="body">
<p class="p">There is a range of useful reports in prebuilt dashboards to analyze your call
activity. Before creating custom reports, check to see if the report you want is
already available.</p>
<div class="p">
<strong class="ph b">To access the Talk dashboard</strong><ol class="ol" id="topic_ymv_gnp_zjb__ol_nx1_44p_zjb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> (<img class="image" id="topic_ymv_gnp_zjb__image_wmd_glj_gtb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) icon in the left sidebar.</li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Talk</strong>
dashboard.</li>
</ol>
</div>
<p class="p"><img alt="A section of the Talk prebuilt dashboard" class="image img-screenshot" id="topic_ymv_gnp_zjb__image_tm5_24p_zjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk-dashboard.png" width="850"></p>
<p class="p">For information about all of the reports on the dashboard, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836253338" target="_blank">Analyzing your Talk activity</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_hbz_hnp_zjb">
<h3 class="title topictitle3" id="ariaid-title6">Key metrics and attributes for creating your own Talk reports</h3>
<div class="body">
<p class="p">If you need a report that doesn't exist in the prebuilt dashboard and you're
using on a Professional or Enterprise plan, you can often create your reports.
You create reports by adding metrics, which are <em class="ph i">quantitative</em> values like
the number of tickets, and attributes, which are <em class="ph i">qualitative</em> values like
ticket assignee. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Creating reports</a>.</p>
<p class="p">In this topic, you'll learn about some of the most common metrics and attributes
you can use to analyze your call center. The following tables detail some of the
key metrics and attributes you can use, and where to find the details.</p>
<ul class="ul" id="topic_hbz_hnp_zjb__ul_jkh_2yj_jkb">
<li class="li"><a class="xref" href="#topic_odz_rxj_jkb">Key call metrics</a></li>
<li class="li"><a class="xref" href="#topic_gdh_sxj_jkb">Key call attributes</a></li>
<li class="li"><a class="xref" href="#topic_xxh_sxj_jkb">Key call leg metrics</a></li>
<li class="li"><a class="xref" href="#topic_xm3_sxj_jkb">Key call leg attributes</a></li>
</ul>
<div class="p">
<div class="note tip" id="topic_hbz_hnp_zjb__note_u4z_5gn_gbc">
<span class="tiptitle">Tip:</span> Don't use call-level metrics or
attributes together with leg-level metrics or attributes within the same
report. If you do, the call-level metrics are multiplied by the number of
legs in the call, skewing your results.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_odz_rxj_jkb">
<h3 class="title topictitle3" id="ariaid-title7">Key call metrics</h3>
<div class="body">
<p class="p">The table below defines the key metrics for calls.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_odz_rxj_jkb__topic_ffc_bkb_my__table_oqx_dkb_my" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="topic_odz_rxj_jkb__d26e50" style="vertical-align:top;">Call metric</th>
<th class="entry cell-norowborder" id="topic_odz_rxj_jkb__d26e53" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_odz_rxj_jkb__d26e50" style="vertical-align:top;"><strong class="ph b">Call wait time</strong></td>
<td class="entry cell-norowborder" headers="topic_odz_rxj_jkb__d26e53" style="vertical-align:top;">The time a customer waited to talk to an agent after being
routed to where they want.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_odz_rxj_jkb__d26e50" style="vertical-align:top;"><strong class="ph b">Call answer time</strong></td>
<td class="entry cell-norowborder" headers="topic_odz_rxj_jkb__d26e53" style="vertical-align:top;">The time between the customer first connecting to the system
and the first conference with an agent. Repetition, such as
waiting after a transfer occurs, is not included. Voicemails are
also excluded from this number.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_odz_rxj_jkb__d26e50" style="vertical-align:top;"><strong class="ph b">Call IVR time</strong></td>
<td class="entry cell-norowborder" headers="topic_odz_rxj_jkb__d26e53" style="vertical-align:top;">The time spent in an IVR.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_odz_rxj_jkb__d26e50" style="vertical-align:top;"><strong class="ph b">Call consultation time</strong></td>
<td class="entry cell-norowborder" headers="topic_odz_rxj_jkb__d26e53" style="vertical-align:top;">The total consultation time. Sums the value of any number of
agent-to-agent consultations.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_odz_rxj_jkb__d26e50" style="vertical-align:top;"><strong class="ph b">IVR transitions</strong></td>
<td class="entry cell-norowborder" headers="topic_odz_rxj_jkb__d26e53" style="vertical-align:top;">The number of steps taken through the IVR menu.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_odz_rxj_jkb__d26e50" style="vertical-align:top;"><strong class="ph b">Call billed time</strong></td>
<td class="entry cell-norowborder" headers="topic_odz_rxj_jkb__d26e53" style="vertical-align:top;">The time that the call was billed for.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_odz_rxj_jkb__d26e50" style="vertical-align:top;"><strong class="ph b">Call on-hold time</strong></td>
<td class="entry cell-norowborder" headers="topic_odz_rxj_jkb__d26e53" style="vertical-align:top;">The time a call was on-hold from the customer’s
perspective</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="topic_odz_rxj_jkb__d26e50" style="vertical-align:top;"><strong class="ph b">Call talk time</strong></td>
<td class="entry cellrowborder" headers="topic_odz_rxj_jkb__d26e53" style="vertical-align:top;">The time spent talking from the customer’s perspective or the
time spent in a conference with an agent. If the call was
transferred this will include all agent conferences with the
customer.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_gdh_sxj_jkb">
<h3 class="title topictitle3" id="ariaid-title8">Key call attributes</h3>
<div class="body">
<p class="p">The table below defines the available call attributes.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_gdh_sxj_jkb__topic_npt_vlb_my__table_jzv_ylb_my" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;">Call attribute</th>
<th class="entry cell-norowborder" id="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Call ID</strong></td>
<td class="entry cell-norowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">The ID number associated with the call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Call type</strong></td>
<td class="entry cell-norowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">The type of call. Values are <strong class="ph b">Callback, Forwarded,
Overflow, Regular, Text back,</strong> and
<strong class="ph b">Voicemail</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Call completion status</strong></td>
<td class="entry cell-norowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">The completion status of the call. Shows whether a call was
completed by an agent or to voicemail or whether it was
abandoned before that could happen.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Call direction</strong></td>
<td class="entry cell-norowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">Whether the call was inbound or outbound.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Call exceeded queue wait time</strong></td>
<td class="entry cell-norowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">Indicates if the customer exceeded the set time limit waiting
for the agent in the queue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Call outside business hours</strong></td>
<td class="entry cell-norowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">Indicates if call was outside of business hours (true/false).
Business hours might vary depending on what schedule(s) have
been set. For more information on setting up schedules, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522-Setting-your-business-hours-and-holidays-Plus-and-Enterprise-" target="_blank">Setting your business hours and
holidays</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Call Talk number</strong></td>
<td class="entry cell-norowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">The Zendesk phone number the call came in through.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Call IVR destination group</strong></td>
<td class="entry cell-norowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">The destination group for calls coming out of an IVR.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Caller with requested voicemail</strong></td>
<td class="entry cell-norowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">Indicates if the caller requested to be put through to
voicemail.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="topic_gdh_sxj_jkb__d26e176" style="vertical-align:top;"><strong class="ph b">Call IVR action</strong></td>
<td class="entry cellrowborder" headers="topic_gdh_sxj_jkb__d26e179" style="vertical-align:top;">The last IVR action the end-user selected. Values are
<strong class="ph b">Group, Invalid keypress, IVR menu, Phone number, Text
back,</strong> and <strong class="ph b">Voicemail.</strong>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_xxh_sxj_jkb">
<h3 class="title topictitle3" id="ariaid-title9">Key call leg metrics</h3>
<div class="body">
<p class="p">The table below defines the available call leg facts.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xxh_sxj_jkb__topic_vqj_vnb_my__table_v1q_b4b_my" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="topic_xxh_sxj_jkb__d26e311" style="vertical-align:top;">Call leg metric</th>
<th class="entry cell-norowborder" id="topic_xxh_sxj_jkb__d26e314" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_xxh_sxj_jkb__d26e311" style="vertical-align:top;"><strong class="ph b">Leg duration</strong></td>
<td class="entry cell-norowborder" headers="topic_xxh_sxj_jkb__d26e314" style="vertical-align:top;">The duration of the call from beginning to end of that call
leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_xxh_sxj_jkb__d26e311" style="vertical-align:top;"><strong class="ph b">Leg wrap-up time</strong></td>
<td class="entry cell-norowborder" headers="topic_xxh_sxj_jkb__d26e314" style="vertical-align:top;">The total wrap-up time in seconds associated with the agent’s
call leg. Customer legs will default to 0 seconds.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="topic_xxh_sxj_jkb__d26e311" style="vertical-align:top;"><strong class="ph b">Leg talk time</strong></td>
<td class="entry cellrowborder" headers="topic_xxh_sxj_jkb__d26e314" style="vertical-align:top;">The time spent talking, specific to call legs.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_xm3_sxj_jkb">
<h3 class="title topictitle3" id="ariaid-title10">Key call leg attributes</h3>
<div class="body">
<p class="p">The table below defines the available call leg attributes.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xm3_sxj_jkb__topic_wbg_kpb_my__table_n5d_4pb_my" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="topic_xm3_sxj_jkb__d26e388" style="vertical-align:top;">Call leg attribute</th>
<th class="entry cell-norowborder" id="topic_xm3_sxj_jkb__d26e391" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_xm3_sxj_jkb__d26e388" style="vertical-align:top;"><strong class="ph b">Leg type</strong></td>
<td class="entry cell-norowborder" headers="topic_xm3_sxj_jkb__d26e391" style="vertical-align:top;">Indicates for which user the call leg was generated. Values
are <strong class="ph b">Agent, End-user, </strong>and <strong class="ph b">External.</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_xm3_sxj_jkb__d26e388" style="vertical-align:top;"><strong class="ph b">Leg agent name</strong></td>
<td class="entry cell-norowborder" headers="topic_xm3_sxj_jkb__d26e391" style="vertical-align:top;">The agent name associated with a specified call leg. If
looking at an entire call, this attribute will include all
agents that had legs associated with the call. An empty value
indicates the call leg is a customer call leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_xm3_sxj_jkb__d26e388" style="vertical-align:top;"><strong class="ph b">Leg ID</strong></td>
<td class="entry cell-norowborder" headers="topic_xm3_sxj_jkb__d26e391" style="vertical-align:top;">The call leg ID.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_xm3_sxj_jkb__d26e388" style="vertical-align:top;"><strong class="ph b">Leg agent available via</strong></td>
<td class="entry cell-norowborder" headers="topic_xm3_sxj_jkb__d26e391" style="vertical-align:top;">Whether the agent answered via browser or phone.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_xm3_sxj_jkb__d26e388" style="vertical-align:top;"><strong class="ph b">Leg completion status</strong></td>
<td class="entry cell-norowborder" headers="topic_xm3_sxj_jkb__d26e391" style="vertical-align:top;">Displays whether an agent declined an incoming call, if an
agent missed the prompt to accept the incoming call, if the
agent was unreachable, or if the agent accepted it.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_xm3_sxj_jkb__d26e388" style="vertical-align:top;"><strong class="ph b">Leg agent forwarding number</strong></td>
<td class="entry cell-norowborder" headers="topic_xm3_sxj_jkb__d26e391" style="vertical-align:top;">The number a call was routed to if a call leg is associated
with call forwarding.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="topic_xm3_sxj_jkb__d26e388" style="vertical-align:top;"><strong class="ph b">Leg instance</strong></td>
<td class="entry cell-norowborder" headers="topic_xm3_sxj_jkb__d26e391" style="vertical-align:top;">The order the call leg began in reference to the overall
call. Customer legs come first, so each call begins with a value
of one. Each additional agent leg that occurs on the call
increments this value by one.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="topic_xm3_sxj_jkb__d26e388" style="vertical-align:top;"><strong class="ph b">Leg user type</strong></td>
<td class="entry cellrowborder" headers="topic_xm3_sxj_jkb__d26e391" style="vertical-align:top;">The type of call leg, either agent or customer.</td>
</tr>
</tbody>
</table>
</div>
<p class="p">To read about the metrics and attributes you can use to create reports,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409156145434" target="_blank">Metrics and attributes for Zendesk
Talk</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_zpl_1y5_yjb">
<h2 class="title topictitle2" id="ariaid-title11">Creating an Explore report</h2>
<div class="body">
<p class="p">In this example, you'll use some of the metrics you learned above to create a basic
report that, for each of your agents, shows the number of calls they made or
received, the end-user name, and the completion status of the call. The report is
filtered to show only calls from the current week.</p>
<p class="p"><strong class="ph b">To create the report</strong></p>
<ol class="ol" id="topic_zpl_1y5_yjb__ol_g3r_v5p_zjb">
<li class="li">In Explore, click the Reports icon ( <img class="image" height="16" id="topic_zpl_1y5_yjb__image_p1d_4vp_zjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" width="16">).</li>
<li class="li">In the Reports library, click <strong class="ph b">New report</strong>.</li>
<li class="li">On the <strong class="ph b">Select a dataset</strong> page, choose <strong class="ph b">Talk</strong> &gt; <strong class="ph b">Talk - Calls</strong>
and then click <strong class="ph b">Start report</strong>. The report builder opens.</li>
<li class="li">In the <strong class="ph b">Metrics</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Calls</strong>, then click <strong class="ph b">Apply</strong>. Explore
displays the total number of calls made or received.</li>
<li class="li">In the <strong class="ph b">Filters</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, choose <strong class="ph b">Call - Date</strong>, and then click
<strong class="ph b">Apply</strong>.</li>
<li class="li">Click the <strong class="ph b">Call - date</strong> filter you just added.</li>
<li class="li">On the <strong class="ph b">Call - Date</strong> page, click <strong class="ph b">Edit date ranges</strong>.</li>
<li class="li">On the <strong class="ph b">Date range</strong> page, choose <strong class="ph b">This week</strong>, and then click
<strong class="ph b">Apply</strong>. Explore displays the total number of calls made or received
this week.<p class="p"><img alt="Reporting example" class="image img-screenshot" id="topic_zpl_1y5_yjb__image_ghz_yxp_zjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_reporting_example_1.png" width="850"></p>
</li>
<li class="li">In the <strong class="ph b">Rows</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, choose the following:<ul class="ul" id="topic_zpl_1y5_yjb__ul_f2f_byp_zjb">
<li class="li"><strong class="ph b">Call agent name</strong></li>
<li class="li"><strong class="ph b">Call direction</strong></li>
<li class="li"><strong class="ph b">End-user name</strong></li>
</ul>
</li>
<li class="li">When you are finished, click <strong class="ph b">Apply</strong>. Explore displays the completed
table.<p class="p"><img alt="Report example" class="image img-screenshot" id="topic_zpl_1y5_yjb__image_vfc_3zp_zjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_reporting_example_2.png"></p>
</li>
</ol>
</div>
</div>
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