Metrics and attributes for Zendesk Voice

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<p id="docs-hc-snippet" style="display: none;">This article contains the metrics and attributes you can use to build reports about your voice channel usage. These datasets are also used for the Voice prebuilt dashboards (seeOverview of the Zendesk Voice dashboard).</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">Use these Voice metrics and attributes to report on call volume, completion, quality, recording, transfers, IVR, wait time, talk time, and billed time. You can also break down inbound and outbound calls, track agent and end-user activity, and use time, ticket, organization, and AI intent attributes to build voice reports and dashboards.</p>
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<div class="body">

<p class="p">This article contains the metrics and attributes you can use to build reports about your
voice channel usage. These datasets are also used for the Voice prebuilt dashboards (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827894554" target="_blank">Overview of the Zendesk Voice dashboard</a>). </p>
<p class="p">For more information about how to create reports, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Creating reports</a>.</p>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ntd_jdh_5bb">
<h2 class="title topictitle2" id="ariaid-title2">Calls dataset</h2>
<div class="body">
<p class="p">The Calls dataset contains metrics and attributes that relate to your call
statistics. This sections lists all the available elements for the dataset, and
contains the following topics:</p>
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_ntd_jdh_5bb__ul_h1d_sdh_5bb">
<li class="li"><a class="xref" href="#topic_smk_45f_kkb">Voice dataset schema</a></li>
<li class="li"><a class="xref" href="#topic_ucn_xdh_5bb">Voice metrics</a></li>
<li class="li"><a class="xref" href="#topic_w5f_xdh_5bb">Voice attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_smk_45f_kkb">
<h3 class="title topictitle3" id="ariaid-title3">Voice dataset schema</h3>
<div class="body">
<p class="p">Use this diagram to help you understand the elements of the Voice dataset and
their relationships.</p>
<p class="p"><img alt="Talk calls dataset schema" class="image img-screenshot" id="topic_smk_45f_kkb__image_gdd_rxf_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Calls.jpg" width="850"></p>
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</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_ucn_xdh_5bb">
<h3 class="title topictitle3" id="ariaid-title4">Voice metrics</h3>
<div class="body">
<p class="p">This section lists and defines all of the Voice metrics available.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ucn_xdh_5bb__table_u3c_vbf_5bb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Voice metrics</span></caption>
<colgroup>
<col style="width:16.260162601626014%">
<col style="width:39.67479674796748%">
<col style="width:44.0650406504065%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e121" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="d52e124" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="d52e127" style="vertical-align:top;">Calculation</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of calls.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">[Call ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Completed calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of calls that were completed.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call completion status]="Completed") THEN [Call ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Abandoned calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of calls that were abandoned while in your
IVR, queue, voicemail, or on-hold.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call completion status]="Abandoned In IVR" OR [Call
completion status]="Abandoned In queue" OR [Call completion
status]="Abandoned In voicemail" OR [Call completion
status]="Abandoned in on-hold" ) THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Non-answered calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of calls during which the end user wasn’t
connected with an agent, voicemail or external number and
didn't abandon the call in one of the defined call
stages.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call completion status]="Not answered") THEN [Call
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Recorded calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of calls that were recorded. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call recorded] = "TRUE") THEN [Call ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Non-recorded calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of calls that were not recorded.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call recorded] = "FALSE") THEN [Call ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Multi-assist calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of calls that were assisted by more than one
agent.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg consultation type]!=NULL) THEN [Call ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Consultation calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of calls that had a consultation with an
additional agent or external number.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg consultation type]="Consultation") THEN [Call
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Unattended transfer calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of calls that were transferred to another
agent without the consultation phase.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg consultation type]="Unattended transfer") THEN
[Call ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Conference calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of calls that had a 3 person conference. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg consultation type]="Conference") THEN [Call ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Good quality calls </td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of good quality calls. These are calls that
had no audio or network issues.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call quality]="Good") THEN [Call ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Bad quality calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of bad quality calls. These are calls that had
at least one audio or network issue.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call quality]="Bad") THEN [Call ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">% Call completion rate</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The percentage of the calls that were completed
successfully. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Completed calls)/D_COUNT(Calls)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">% Call multi-assist rate</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The percentage of the calls that were assisted by more
than one agent.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Multi-assist calls)/D_COUNT(Calls)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">% Call quality rate</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The percentage of the calls that had good quality from
the total number of calls on which the quality was measured. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Good quality calls)/(D_COUNT(Good quality
calls)+D_COUNT(Bad quality calls))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Calls - Daily average</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average number of calls each day.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Calls)/DCOUNT_VALUES([Call - Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Inbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of inbound calls.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF [Call direction]="inbound" THEN [Call ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Completed inbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of inbound calls that were
completed.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND [Call completion
status]="Completed") THEN [Call ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Abandoned inbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of incoming calls that were abandoned by
the end user.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND ([Call completion
status]="Abandoned in IVR" OR [Call completion
status]="Abandoned in queue" OR [Call completion
status]="Abandoned in voicemail" OR [Call completion
status]="Abandoned in on-hold" )) THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Non-answered inbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of inbound calls during which the end user
wasn’t connected with an agent, voicemail or external number
and didn't abandon the call in one of the defined call
stages.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND [Call completion
status]="Not answered") THEN [Call ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Regular inbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of regular inbound calls.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND [Call type]="Regular")
THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Callback calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of inbound calls for which the callback
feature was used. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call type]="Callback") THEN [Call ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Forwarded calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of inbound calls forwarded to external phone
numbers via IVR.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call type]="Forwarded") THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Overflow calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of inbound calls forwarded to overflow phone
numbers.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call type]="Overflow") THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Text back calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of inbound calls forwarded to external phone
numbers via IVR.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call type]="Text back") THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Voicemail calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of calls routed to voicemail. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call type]="Voicemail") THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Bad quality inbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of bad quality inbound calls. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND [Call quality]="Bad")
THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Good quality inbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of good quality inbound calls.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND [Call quality]="Good")
THEN [Call ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">% Inbound completion rate</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The percentage of inbound calls that were completed
successfully.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Completed inbound calls)/D_COUNT(Inbound
calls)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">% Inbound quality rate</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The percentage of the inbound calls that had a good
quality from the total number of inbound calls on which the
quality was measured.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Good quality inbound calls)/(D_COUNT(Good quality
inbound calls)+D_COUNT(Bad quality inbound calls))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Inbound calls - Daily average</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average number of inbound calls each day.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Inbound calls)/DCOUNT_VALUES([Call -
Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Outbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of outbound calls made.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Outbound") THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Completed outbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of outbound calls that were
completed.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Outbound" AND [Call completion
status]="Completed") THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Abandoned outbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of outbound calls that were abandoned
while on-hold.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Outbound" AND [Call completion
status]="Abandoned in on-hold") THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Non-answered outbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of outbound calls that end users didn’t
answer.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Outbound" AND [Call completion
status]="Not answered") THEN [Call ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Good quality outbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of good quality outbound calls.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Outbound" AND [Call
quality]="Good") THEN [Call ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Bad quality outbound calls</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of bad quality outbound calls.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Outbound" AND [Call quality]="Bad")
THEN [Call ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">% Outbound completion rate</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The percentage of outbound calls that were completed
successfully. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Completed outbound calls)/D_COUNT(Outbound calls) </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">% Outbound quality rate</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The percentage of outbound calls that had a good quality
from the total number of outbound calls on which the quality
was measured.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Good quality outbound calls)/(D_COUNT(Good
quality outbound calls)+D_COUNT(Bad quality outbound
calls))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Outbound calls - Daily average</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average number of outbound calls each day.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Outbound calls)/DCOUNT_VALUES([Call -
Date])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of call legs. A leg is a segment of a
phone call.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">[Leg ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Agent legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of agent call legs. These are calls
initiated by an agent.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg type]="Agent" ) THEN [Leg ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">End user legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total number of end user call legs. These are calls
initiated by an end user.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg type]="End-user" ) THEN [Leg ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">External legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of call legs associated with external
users.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg type]="External") THEN [Leg ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Consultation legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of call legs that were initiated by the agents
for consulting with other agents of external users.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg consultation type]="Consultation") THEN [Leg ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Unattended transfer legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of call legs that were initiated by the agents
for consulting with other agents of external users and were
transferred to that person.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg consultation type]="Unattended transfer") THEN
[Leg ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Conference legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of call legs that were initiated by the agents
for consulting with other agents of external users and
resulted in a 3 person conference.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg consultation type]="Conference") THEN [Leg ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Good quality legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of good quality call legs.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg quality]="Good") THEN [Leg ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Bad quality legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of bad quality call legs. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg quality]="Bad") THEN [Leg ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Good quality agent legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of good quality agent call legs.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg quality]="Good" AND [Leg type]="Agent") THEN
[Leg ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Bad quality agent legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of bad quality agent call legs. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Leg quality]="Bad" AND [Leg type]="Agent") THEN [Leg
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">% Leg quality rate</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The percentage of call legs that had a good quality from
the total number of call legs on which the quality was
measured.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Good quality legs)/(D_COUNT(Good quality
legs)+D_COUNT(Bad quality legs))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">% Agent leg quality rate</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The percentage of agent call legs that had a good quality
from the total number of agent call legs on which the
quality was measured.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">D_COUNT(Good quality agent legs)/(D_COUNT(Good quality
agent legs)+D_COUNT(Bad quality agent legs))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Accepted call legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of inbound calls completed by agents. <p class="p">The
leg talk time must be greater than 0. As a result, this
metric's results might differ from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883025690#topic_qyl_2rw_bpb:~:text=calls%20on%20hold-,Calls%20accepted,-Total%20number%20of" target="_blank">Calls accepted
metric</a> on the Voice dashboard.</p>
</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND
[Leg completion status]="Completed" AND VALUE(Leg talk time
(sec))&gt;0) THEN [Leg ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Missed call legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of inbound calls missed by agents.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND
[Leg completion status]="Agent missed") THEN [Leg ID] ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Unreachable call legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of inbound calls 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.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND
[Leg completion status]="Agent unreachable") THEN [Leg ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Declined call legs</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of inbound calls an agent declined.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">IF ([Call direction]="Inbound" AND [Leg type]="Agent"
AND ([Leg completion status]="Agent declined" OR [Leg
completion status]="Agent declined transfer")) THEN [Leg ID]
ENDIF </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Recording interactions</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of times agents turned on or off recording
during the call. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Recording interactions)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">IVR transitions</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of key presses the caller has made in the IVR
menu.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(IVR transitions)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call agents</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The name of all call agents.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">[Call agent ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call end users</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The name of all registered end users.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">[End-user ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call organizations</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of call organizations.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">[Organization ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call duration (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total call duration in seconds for an end user from
when the call is connected until it is disconnected.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">VALUE(Call duration (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call talk time (sec) </td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in seconds that an end user spends actually
talking with an agent during a call.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call talk time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call wait time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in seconds that an end user spends waiting
to talk to an agent after being routed to where they want.
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846281498" target="_blank">What is the difference
between Call wait time and Call answer
time?</a>
</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call wait time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call answer time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in seconds that an end user waits for a call
to be answered by an agent, including the greetings and IVR.
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846281498" target="_blank">What is the difference
between Call wait time and Call answer
time?</a>
</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call answer time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call IVR time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in seconds that an end user spent in an
interactive voice response (IVR) system.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call IVR time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call consultation time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in seconds that an agent spent consulting
with another agent.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call consultation time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call on-hold time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in seconds that an end user spent
on-hold.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call on-hold time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call recorded time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The call recording duration in seconds. This metric
always returns 0 for voicemail calls.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call recorded time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call not recorded time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in seconds during which a call wasn't
recorded.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call not recorded time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call wrap-up time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in seconds that an agent spent in the
wrap-up stage after a call. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call wrap-up time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call duration (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total call duration in minutes for an end user from
when the call is connected until it is disconnected.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">VALUE(Call duration (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call talk time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in minutes that an end user spends actually
talking with an agent during a call.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call talk time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call wait time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in minutes that an end user spends waiting
to talk to an agent after being routed to where they want.
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846281498" target="_blank">What is the difference
between Call wait time and Call answer
time?</a>
</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call wait time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call answer time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in minutes that an end user waits for a call
to be answered by an agent, including the greetings and IVR.
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846281498" target="_blank">What is the difference
between Call wait time and Call answer
time?</a>
</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call answer time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call IVR time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in minutes that an end user spent in an
interactive voice response (IVR) system.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call IVR time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call consultation time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in minutes that an agent spent consulting
with another agent.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call consultation time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call on-hold time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in minutes that an end user spent
on-hold.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call on-hold time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call recorded time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The call recording duration in minutes. This metric
always returns 0 for voicemail calls.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call recorded time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call not recorded time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in minutes during which call wasn't
recorded.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call not recorded time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call wrap-up time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in minutes that an agent spent in the
wrap-up stage after a call. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call wrap-up time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call billed time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of minutes for which a call incurred a
charge.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call billed time (min))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call duration (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The total call duration in hours for an end user from
when the call is connected until it is disconnected.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">VALUE(Call duration (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call talk time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in hours that an end user spends actually
talking with an agent during a call.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call talk time (sec))/60/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call wait time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in hours that an end user spends waiting to
talk to an agent after being routed to where they want. For
more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846281498" target="_blank">What is the difference
between Call wait time and Call answer
time?</a>
</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call wait time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call answer time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in hours that an end user waits for a call
to be answered by an agent, including the greetings and IVR.
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846281498" target="_blank">What is the difference
between Call wait time and Call answer
time?</a>
</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call answer time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call IVR time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in hours that an end user spent in an
interactive voice response (IVR) system.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call IVR time (sec))/60/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call consultation time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in hours that an agent spent consulting with
another agent.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call consultation time (sec))/60/60 </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call recorded time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The call recording duration in hours. This metric always
returns 0 for voicemail calls.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call recorded time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call not recorded time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in hours during which call wasn't
recorded.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call not recorded time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call wrap-up time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in hours that an agent spent in the wrap-up
stage after a call. </td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call wrap-up time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call on-hold time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The duration in hours that an end user spent
on-hold.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call on-hold time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Call billed time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The number of hours for which a call incurred a
charge.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Call billed time (min))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg duration (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">By default, gives the average duration in seconds for all
legs in seconds.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg duration (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg talk time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average time in seconds spent actually talking in a
call leg.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg talk time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg consultation time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average time in seconds when agents consulted with
other agents during a call leg.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg consultation time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg conference time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The time in seconds leg user spent in the 3 person
conference.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg conference time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg on-hold time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average time in seconds spent on hold in a call
leg.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg on-hold time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg wrap-up time (sec)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">By default, returns the average wrap-up time in
seconds.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg wrap-up time (sec))</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg duration (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">By default, returns the average duration for all legs in
minutes.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg duration (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg talk time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average time in minutes spent actually talking in a
call leg.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg talk time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg consultation time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average time in minutes when agents consulted with
other agents during a call leg.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg consultation time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg conference time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The time in minutes leg user spent in the 3 person
conference.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg conference time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg on-hold time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average time in minutes spent on hold in a call
leg.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg on-hold time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg wrap-up time (min)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">By default, returns the average wrap-up time in
minutes.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg wrap-up time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg duration (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">By default, returns the average duration for all legs in
hours.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg duration (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg talk time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average time in hours spent actually talking in a
call leg.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg talk time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg consultation time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average time in hours when agents consulted with
other agents during a call leg.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg consultation time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg conference time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The time in hours leg user spent in the 3 person
conference.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg conference time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e121" style="vertical-align:top;">Leg on-hold time (hrs)</td>
<td class="entry nocellnorowborder" headers="d52e124" style="vertical-align:top;">The average time in hours spent on hold in a call
leg.</td>
<td class="entry cell-norowborder" headers="d52e127" style="vertical-align:top;">(Leg on-hold time (sec))/60/60</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e121" style="vertical-align:top;">Leg wrap-up time (hrs)</td>
<td class="entry row-nocellborder" headers="d52e124" style="vertical-align:top;">By default, returns the average wrap-up time in
hours.</td>
<td class="entry cellrowborder" headers="d52e127" style="vertical-align:top;">(Leg wrap-up time (sec))/60/60</td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p"> </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_w5f_xdh_5bb">
<h3 class="title topictitle3" id="ariaid-title5">Voice attributes</h3>
<div class="body">
<p class="p">This section lists and defines all the Voice attributes available.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_w5f_xdh_5bb__table_tf3_ghf_5bb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Voice attributes</span></caption>
<colgroup>
<col style="width:27.47252747252747%">
<col style="width:72.52747252747253%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e1556" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="d52e1559" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call ID</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The ID number of a call. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call direction</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Shows whether the call was inbound or outbound. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call type</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The type of call. Values are: <div class="p">
<ul class="ul" id="topic_w5f_xdh_5bb__ul_f3j_nbp_dsb">
<li class="li">
<strong class="ph b">Callback: </strong>A call where a customer has
selected the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884087706-Enabling-customer-callback" target="_blank">callback
option</a>, meaning their places are held in
the queue and their call is automatically returned
when an agent is available to speak with
them.</li>
<li class="li">
<strong class="ph b">Forwarded: </strong>A call that has been forwarded
from the initially dialed number to a different
number, like calls routed to an external number
from the IVR menu.</li>
<li class="li">
<strong class="ph b">Overflow: </strong>A call that cannot currently be
taken by any agents or answered by voicemail, for
any of the reasons described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832017690-Managing-overflow-calls-and-after-hours-routing-with-Talk" target="_blank">Managing overflow
calls and after-hours routing</a>.</li>
<li class="li">
<strong class="ph b">Text back:</strong> A call that is switched over
to text by confirming the customer's number, then
disconnecting the call and sending a text message,
as described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885628698-Routing-incoming-calls-with-IVR#topic_sms_bsf_yt" target="_blank">Routing incoming calls with IVR</a>.</li>
<li class="li">
<strong class="ph b">Voicemail: </strong>A call that is routed to the
number’s voicemail.</li>
<li class="li">
<strong class="ph b">Regular:</strong> A standard inbound or outbound
call that isn't one of the types above.</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call channel</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The channel the call came in on. Allowed values are
<strong class="ph b">phone</strong>, <strong class="ph b">mobile-sdk</strong>, <strong class="ph b">web-widget</strong>,
<strong class="ph b">messaging-widget</strong>, and
<strong class="ph b">messaging-mobile-sdk</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Line type</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The type of line the call originated from. Allowed values
are <strong class="ph b">phone</strong> or <strong class="ph b">digital</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call completion status</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates how the call was completed. Values are
<strong class="ph b">Abandoned in IVR</strong>, <strong class="ph b">Abandoned in queue</strong>,
<strong class="ph b">Abandoned in voicemail</strong>, <strong class="ph b">Abandoned in
on-hold</strong>, <strong class="ph b">Completed</strong>, and <strong class="ph b">Not answered</strong>.
<strong class="ph b"> Completed</strong> means that the call was successful and
the end user was connected with the agent or the call was
directed to voicemail or forwarded to an external
number.<p class="p"><strong class="ph b">Not answered</strong> means that the call
wasn’t successful. An example of an inbound not answered
call is when the end user wasn’t connected with the
agent, or the customer left the call in a transition
stage that is not included in the abandoned statuses. An
example of outbound not answered call is when the end
user didn’t answer the agent’s call.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call Voice number</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The phone number registered in Zendesk.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call group</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Name of the group where the call was answered. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call callback source</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The place from where the callback was requested. Values
are <strong class="ph b">Phone</strong> and <strong class="ph b">Web Widget (Classic)</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call exceeded queue wait time</td>
<td class="entry cell-norowborder" headers="d52e1559" 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="d52e1556" style="vertical-align:top;">Call group is default</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates if the call was answered in the default group
or not. Values: <strong class="ph b">True </strong>and <strong class="ph b">False</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call IVR action</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The last IVR action 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>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call IVR destination</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The last IVR destination of the call, possible values are
group names and external phone numbers.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call outside business hours</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates if the call was outside of business
hours.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call overflow number</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The phone number to which an overflow call was
directed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call quality</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates if a call had good or bad network and audio
quality. Values are <strong class="ph b">Bad, Good, </strong>and<strong class="ph b"> No
information.</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call recorded</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates if a call was recorded or not. Values are
<strong class="ph b">True</strong> or <strong class="ph b">False</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call recording setting</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The phone number recording setting used for the call.
Values are <strong class="ph b">Always off,</strong><strong class="ph b">Always on,</strong><strong class="ph b">Opt-in</strong>
and <strong class="ph b">Opt-out</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call recording consent</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The recording consent option end user selected at the
beginning of the call. Values are <strong class="ph b">Opted in</strong> and
<strong class="ph b">Opted out</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call with requested voicemail</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates if the caller requested to be put through to
voicemail.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg ID</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The unique ID of the call leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg type</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The type of call leg, either associated with the agent or
customer. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg completion status</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates whether an agent declined an incoming call,
missed the prompt to accept the call, was unreachable, or
accepted the call for an individual call leg. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg consultation type</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates if a call leg was initiated as part of the
consultation and warm transfer feature and what type of
consultation it was. Values are<strong class="ph b"> Consultation, Conference
</strong>and<strong class="ph b"> Unattended transfer. </strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent available via</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates the method used by the agent to speak, either
phone or browser.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent forwarding number</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The phone number to which a call is forwarded when the
agent is not available.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg instance</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The unique ID of the call leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg quality</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Indicates if a call leg had a good or bad network and
audio quality. Values are <strong class="ph b">Bad</strong>, <strong class="ph b">Good</strong>, and<strong class="ph b"> No
information.</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg quality issues</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Lists the quality issues encountered during the call leg.
Values are <strong class="ph b">High jitter</strong>, <strong class="ph b">High latency</strong>, <strong class="ph b">High
packet loss</strong>, <strong class="ph b">High post-dial delay</strong>, <strong class="ph b">PSTN
short duration</strong>, and <strong class="ph b">Silence</strong>. For definitions
of these values, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833546522-Reporting-on-Talk-network-and-audio-quality#topic_akd_jd5_hlb" target="_blank">Reporting on call quality
issues</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The Ticket ID associated with a call. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The status of the ticket associated with the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket custom status name</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The name of a custom ticket status. This attribute
appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">NULL</strong>.<p class="p">Data is available only from October 19,
2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket custom status category</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The category that a custom ticket status is mapped to.
This attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">Ticket Status</strong>.<p class="p">Data is available only from
October 19, 2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket custom status state</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Returns <strong class="ph b">true</strong> if a custom ticket status is active,
or <strong class="ph b">false</strong> if a custom ticket status is deactivated.
This attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>.<p class="p">Data is available only from October
19, 2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Name of the group where the ticket was assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket assignee</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The person who is assigned the ticket</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The brand of the ticket associated with the call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The channel a ticket was created from. <p class="p">For more
information about the ticket channels Explore collects,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket organization</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The organization associated with the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The priority of the ticket associated with the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket problem ID</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The ID of the associated problem ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket requester</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The name of the ticket requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The satisfaction rating associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The subject line of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket support type</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Identifies whether tickets were resolved by an AI agent
or a human agent. Possible values are Agent and AI agent.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">A list of tags for the ticket associated with the
call.<p class="p">For important information about filtering
reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The type of the ticket, for example, incident, or
problem.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Sharing agreement inbound</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The number of tickets a Zendesk Support account shared
with your Zendesk Support account.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Sharing agreement outbound</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The number of tickets your Zendesk Support account shared
with another Zendesk Support account.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call agent name</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The name of the first agent associated with the
call.<p class="p">Values for this attribute (and for the other
Call agent attributes below) include users who currently
have an agent or admin role, as well as users who
previously had an agent or admin role and were assigned
to a ticket at least once.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call agent role</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The role of the first agent during the call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call agent ID</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The ID of the first agent associated with the call. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call agent email</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The email address of the first agent associated with the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call agent locale</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The locale of the first agent associated with the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call agent status</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The Zendesk status of the first agent associated with the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call agent tags</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">A list of tags associated with the first agent for the
call.<p class="p">For important information about filtering
reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call agent time zone</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The time zone of the first agent associated with the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">End-user name</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The name, or phone number of the end user associated with
the call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">End-user role</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The role of the end user associated with the call</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">End-user ID</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The ID number of the end user associated with the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">End-user email</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The email address of the end user associated with the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">End-user locale</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The locale of the end user associated with the call, for
example, en-US.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">End-user status</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The status in Zendesk Support of the end user associated
with the call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">End-user tags</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">A list of tags associated with the end user for the
call.<p class="p">For important information about filtering
reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">End-user time zone</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The time zone of the end user associated with the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent name</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The name of the agent for a specific call leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent role</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The role of the agent for a specific call leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent ID</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The unique ID of the agent for a specific call
leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent email</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The email address of the agent for a specific call
leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent locale</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The locale of the agent for a specific call leg</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent status</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The Zendesk status of the agent for a specific call
leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent tags</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">A list of tags associated with the agent for a specific
call leg.<p class="p">For important information about filtering
reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg agent time zone</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The time zone of the agent associated with this leg of
the call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg user name</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The name of the end user for a specific call leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg user role</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The role of the end user for a specific call leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg user ID</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The unique ID of the end user for a specific call
leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg user email</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The email address of the end user for a specific call
leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg user locale</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The locale of the end user for a specific call
leg</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg user status</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The Zendesk status of the end user for a specific call
leg.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg user tags</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">A list of tags associated with the end user for a
specific call leg.<p class="p">For important information about
filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg user time zone</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The time zone of the end user associated with this leg of
the call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Organization name</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The name of the end user organization that initiated the
call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Organization ID</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The unique ID of the end user organization that initiated
the call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Organization domains</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The web domain of the end user organization, for example,
zendesk.com.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Organization status</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The Zendesk status of the end user organization that
initiated the call.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Organization tags</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The tags associated with the end user organization.<p class="p">For
important information about filtering reports using
tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call duration brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits call durations into brackets. Possible values are
<strong class="ph b">0-5 min</strong>, <strong class="ph b">5-10 min</strong>, <strong class="ph b">10-20 min</strong>,
<strong class="ph b">20-30 min</strong>, <strong class="ph b">30-60 min</strong>, <strong class="ph b">&gt;60 min</strong>, and
<strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call talk time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits call talk time into brackets. Possible values are
<strong class="ph b">0-5 min</strong>, <strong class="ph b">5-10 min</strong>, <strong class="ph b">10-20 min</strong>,
<strong class="ph b">20-30 min</strong>, <strong class="ph b">30-60 min</strong>, <strong class="ph b">&gt;60 min</strong>, and
<strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call wait time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits call wait time into brackets. Possible values are
<strong class="ph b">0-5 sec</strong>, <strong class="ph b">5-15 sec</strong>, <strong class="ph b">15-30 sec</strong>,
<strong class="ph b">30-60 sec</strong>, <strong class="ph b">60-300 sec</strong>, <strong class="ph b">&gt;300 sec</strong>,
and <strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call answer time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits call answer time into brackets. Possible values
are <strong class="ph b">0-5 min</strong>, <strong class="ph b">5-10 min</strong>, <strong class="ph b">10-20 min</strong>,
<strong class="ph b">20-30 min</strong>, <strong class="ph b">30-60 min</strong>, <strong class="ph b">&gt;60 min</strong>, and
<strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call IVR time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits call IVR time into brackets. Possible values are
<strong class="ph b">0-5 min</strong>, <strong class="ph b">5-10 min</strong>, <strong class="ph b">10-20 min</strong>,
<strong class="ph b">20-30 min</strong>, <strong class="ph b">30-60 min</strong>, <strong class="ph b">&gt;60 min</strong>, and
<strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call consultation time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits any metric by the call consultation time brackets.
Possible values are <strong class="ph b">0-15 sec</strong>, <strong class="ph b">15-30 sec</strong>,
<strong class="ph b">30-60 sec</strong>, <strong class="ph b">60-300 sec</strong>, <strong class="ph b">&gt;300 sec</strong>,
and <strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call on-hold time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits call on-hold time into brackets. Possible values
are <strong class="ph b">0-5 min</strong>, <strong class="ph b">5-10 min</strong>, <strong class="ph b">10-20 min</strong>,
<strong class="ph b">20-30 min</strong>, <strong class="ph b">30-60 min</strong>, <strong class="ph b">&gt;60 min</strong>, and
<strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call not recorded time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits any metric by the call not recorded time brackets.
Possible values are <strong class="ph b">0-1 min</strong>, <strong class="ph b">1-2 min</strong>, <strong class="ph b">2-3
min</strong>, <strong class="ph b">3-5 min</strong>, <strong class="ph b">&gt;5 min</strong>, and <strong class="ph b">Not
recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Call wrap-up time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits any metric by the call wrap-up time brackets.
Possible values are <strong class="ph b">0-1 min</strong>, <strong class="ph b">1-2 min</strong>, <strong class="ph b">2-3
min</strong>, <strong class="ph b">3-5 min</strong>, <strong class="ph b">5-10 min</strong>, <strong class="ph b">&gt;10
min</strong>, and <strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg duration brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits the duration of each call leg into brackets.
Possible values are <strong class="ph b">0-5 min</strong>, <strong class="ph b">5-10 min</strong>,
<strong class="ph b">10-20 min</strong>, <strong class="ph b">20-30 min</strong>, <strong class="ph b">30-60 min</strong>,
<strong class="ph b">&gt;60 min</strong>, and <strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Let talk time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits the duration of each call leg talk time into
brackets. Possible values are <strong class="ph b">0-5 min</strong>, <strong class="ph b">5-10
min</strong>, <strong class="ph b">10-20 min</strong>, <strong class="ph b">20-30 min</strong>, <strong class="ph b">30-60
min</strong>, <strong class="ph b">&gt;60 min</strong>, and <strong class="ph b">Not recorded</strong>
(null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg consultation time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits any metric by the leg consultation time brackets.
Possible values are <strong class="ph b">0-15 sec</strong>, <strong class="ph b">15-30 sec</strong>,
<strong class="ph b">30-60 sec</strong>, <strong class="ph b">60-300 sec</strong>, <strong class="ph b">&gt;300 sec</strong>,
and <strong class="ph b">Not recorded</strong> (null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg conference time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits any metric by the leg conference time brackets.
Possible values are <strong class="ph b">0-1 min</strong>, <strong class="ph b">1-2 min</strong>, <strong class="ph b">2-3
min</strong>, <strong class="ph b">3-5 min</strong>, <strong class="ph b">5-10 min</strong>, <strong class="ph b">&gt;10
min</strong>, and <strong class="ph b">Not recorded</strong> (null). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg on-hold time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits the duration of each call leg on-hold time into
brackets. Possible values are <strong class="ph b">0-5 min</strong>, <strong class="ph b">5-10
min</strong>, <strong class="ph b">10-20 min</strong>, <strong class="ph b">20-30 min</strong>, <strong class="ph b">30-60
min</strong>, <strong class="ph b">&gt;60 min</strong>, and <strong class="ph b">Not recorded</strong>
(null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Leg wrap-up time brackets</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Splits the duration of each call leg wrap-up time into
brackets. Possible values are <strong class="ph b">0-5 min</strong>, <strong class="ph b">5-10
min</strong>, <strong class="ph b">10-20 min</strong>, <strong class="ph b">20-30 min</strong>, <strong class="ph b">30-60
min</strong>, <strong class="ph b">&gt;60 min</strong>, and <strong class="ph b">Not recorded</strong>
(null).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Intent<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">A prediction of what the ticket is about. To see the
possible values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of
the Intent settings page</a> to see the AI Intents
list under the <strong class="ph b">Taxonomy values</strong> heading.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Intent confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The likelihood that the intent prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Language<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">A prediction of what language the ticket is written in.
To see the possible values, open the Taxonomy tab of the
settings page.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Language confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The likelihood that the language prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Sentiment<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">A prediction of how the customer feels about their
request. Possible values are <strong class="ph b">Very Positive</strong>,
<strong class="ph b">Positive</strong>, <strong class="ph b">Neutral</strong>, <strong class="ph b">Negative</strong>, and
<strong class="ph b">Very Negative</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Sentiment confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">The likelihood that the sentiment prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Time - Call started</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Includes a number of attributes that return the time and
date when calls were initiated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Time - Leg started</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Includes a number of attributes that return the time and
date when call legs were initiated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Time - Ticket created</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Includes a number of attributes that return the time and
date when tickets were created.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e1556" style="vertical-align:top;">Time - Ticket solved</td>
<td class="entry cell-norowborder" headers="d52e1559" style="vertical-align:top;">Includes a number of attributes that return the time and
date when tickets were solved.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e1556" style="vertical-align:top;">Time - Ticket last updated</td>
<td class="entry cellrowborder" headers="d52e1559" style="vertical-align:top;">Includes a number of attributes that return the time and
date when tickets were last updated.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
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