Metrics and attributes for Zendesk Voice

Talk Professional or Enterprise






Use this article to discover the metrics and attributes you can use to build reports
based on your usage of Zendesk Voice. These datasets are also used for the Voice
prebuilt dashboards (see Overview of the Zendesk Voice dashboard).
For more information about how to create reports, see Creating reports.


Calls dataset

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:
This section contains the following topics:

Voice dataset schema
Zendesk Talk metrics
Zendesk Talk
attributes



Voice dataset schema

Use this diagram to help you understand the elements of the Voice dataset and
their relationships.




Voice metrics

This section lists and defines all of the Voice metrics available.



Table 1. Voice metrics







Metric
Definition
Calculation




Calls
The total number of calls.
[Call ID]


Completed calls
The total number of calls that were completed.
IF ([Call completion status]="Completed") THEN [Call ID]
ENDIF


Abandoned calls
The number of calls that were abandoned while in your
IVR, queue, voicemail, or on-hold.
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


Non-answered calls
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.
IF ([Call completion status]="Not answered") THEN [Call
ID] ENDIF


Recorded calls
The number of calls that were recorded.
IF ([Call recorded] = "TRUE") THEN [Call ID]
ENDIF


Non-recorded calls
The number of calls that were not recorded.
IF ([Call recorded] = "FALSE") THEN [Call ID]
ENDIF


Multi-assist calls
The number of calls that were assisted by more than one
agent.
IF ([Leg consultation type]!=NULL) THEN [Call ID]
ENDIF


Consultation calls
The number of calls that had a consultation with an
additional agent or external number.
IF ([Leg consultation type]="Consultation") THEN [Call
ID] ENDIF


Unattended transfer calls
The number of calls that were transferred to another
agent without the consultation phase.
IF ([Leg consultation type]="Unattended transfer") THEN
[Call ID] ENDIF


Conference calls
The number of calls that had a 3 person conference.
IF ([Leg consultation type]="Conference") THEN [Call ID]
ENDIF


Good quality calls
The number of good quality calls. These are calls that
had no audio or network issues.
IF ([Call quality]="Good") THEN [Call ID] ENDIF


Bad quality calls
The number of bad quality calls. These are calls that had
at least one audio or network issue.
IF ([Call quality]="Bad") THEN [Call ID] ENDIF


% Call completion rate
The percentage of the calls that were completed
successfully.
D_COUNT(Completed calls)/D_COUNT(Calls)


% Call multi-assist rate
The percentage of the calls that were assisted by more
than one agent.
D_COUNT(Multi-assist calls)/D_COUNT(Calls)


% Call quality rate
The percentage of the calls that had good quality from
the total number of calls on which the quality was measured.
D_COUNT(Good quality calls)/(D_COUNT(Good quality
calls)+D_COUNT(Bad quality calls))


Calls - Daily average
The average number of calls each day.
D_COUNT(Calls)/DCOUNT_VALUES([Call - Date])


Inbound calls
The total number of inbound calls.
IF [Call direction]="inbound" THEN [Call ID]
ENDIF


Completed inbound calls
The total number of inbound calls that were
completed.
IF ([Call direction]="Inbound" AND [Call completion
status]="Completed") THEN [Call ID] ENDIF


Abandoned inbound calls
The total number of incoming calls that were abandoned by
the end user.
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


Non-answered inbound calls
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.
IF ([Call direction]="Inbound" AND [Call completion
status]="Not answered") THEN [Call ID] ENDIF


Regular inbound calls
The number of regular inbound calls.
IF ([Call direction]="Inbound" AND [Call type]="Regular")
THEN [Call ID] ENDIF


Callback calls
The number of inbound calls for which the callback
feature was used.
IF ([Call type]="Callback") THEN [Call ID] ENDIF


Forwarded calls
The number of inbound calls forwarded to external phone
numbers via IVR.
IF ([Call type]="Forwarded") THEN [Call ID] ENDIF


Overflow calls
The number of inbound calls forwarded to overflow phone
numbers.
IF ([Call type]="Overflow") THEN [Call ID] ENDIF


Text back calls
The number of inbound calls forwarded to external phone
numbers via IVR.
IF ([Call type]="Text back") THEN [Call ID] ENDIF


Voicemail calls
The total number of calls routed to voicemail.
IF ([Call type]="Voicemail") THEN [Call ID] ENDIF


Bad quality inbound calls
The number of bad quality inbound calls.
IF ([Call direction]="Inbound" AND [Call quality]="Bad")
THEN [Call ID] ENDIF


Good quality inbound calls
The number of good quality inbound calls.
IF ([Call direction]="Inbound" AND [Call quality]="Good")
THEN [Call ID] ENDIF


% Inbound completion rate
The percentage of inbound calls that were completed
successfully.
D_COUNT(Completed inbound calls)/D_COUNT(Inbound
calls)


% Inbound quality rate
The percentage of the inbound calls that had a good
quality from the total number of inbound calls on which the
quality was measured.
D_COUNT(Good quality inbound calls)/(D_COUNT(Good quality
inbound calls)+D_COUNT(Bad quality inbound calls))


Inbound calls - Daily average
The average number of inbound calls each day.
D_COUNT(Inbound calls)/DCOUNT_VALUES([Call -
Date])


Outbound calls
The total number of outbound calls made.
IF ([Call direction]="Outbound") THEN [Call ID] ENDIF


Completed outbound calls
The total number of outbound calls that were
completed.
IF ([Call direction]="Outbound" AND [Call completion
status]="Completed") THEN [Call ID] ENDIF


Abandoned outbound calls
The total number of outbound calls that were abandoned
while on-hold.
IF ([Call direction]="Outbound" AND [Call completion
status]="Abandoned in on-hold") THEN [Call ID] ENDIF


Non-answered outbound calls
The number of outbound calls that end users didn’t
answer.
IF ([Call direction]="Outbound" AND [Call completion
status]="Not answered") THEN [Call ID] ENDIF


Good quality outbound calls
The number of good quality outbound calls.
IF ([Call direction]="Outbound" AND [Call
quality]="Good") THEN [Call ID] ENDIF


Bad quality outbound calls
The number of bad quality outbound calls.
IF ([Call direction]="Outbound" AND [Call quality]="Bad")
THEN [Call ID] ENDIF


% Outbound completion rate
The percentage of outbound calls that were completed
successfully.
D_COUNT(Completed outbound calls)/D_COUNT(Outbound calls)


% Outbound quality rate
The percentage of outbound calls that had a good quality
from the total number of outbound calls on which the quality
was measured.
D_COUNT(Good quality outbound calls)/(D_COUNT(Good
quality outbound calls)+D_COUNT(Bad quality outbound
calls))


Outbound calls - Daily average
The average number of outbound calls each day.
D_COUNT(Outbound calls)/DCOUNT_VALUES([Call -
Date])


Legs
The total number of call legs. A leg is a segment of a
phone call.
[Leg ID]


Agent legs
The total number of agent call legs. These are calls
initiated by an agent.
IF ([Leg type]="Agent" ) THEN [Leg ID] ENDIF


End user legs
The total number of end user call legs. These are calls
initiated by an end user.
IF ([Leg type]="End-user" ) THEN [Leg ID] ENDIF


External legs
The number of call legs associated with external
users.
IF ([Leg type]="External") THEN [Leg ID] ENDIF


Consultation legs
The number of call legs that were initiated by the agents
for consulting with other agents of external users.
IF ([Leg consultation type]="Consultation") THEN [Leg ID]
ENDIF


Unattended transfer legs
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.
IF ([Leg consultation type]="Unattended transfer") THEN
[Leg ID] ENDIF


Conference legs
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.
IF ([Leg consultation type]="Conference") THEN [Leg ID]
ENDIF


Good quality legs
The number of good quality call legs.
IF ([Leg quality]="Good") THEN [Leg ID] ENDIF


Bad quality legs
The number of bad quality call legs.
IF ([Leg quality]="Bad") THEN [Leg ID] ENDIF


Good quality agent legs
The number of good quality agent call legs.
IF ([Leg quality]="Good" AND [Leg type]="Agent") THEN
[Leg ID] ENDIF


Bad quality agent legs
The number of bad quality agent call legs.
IF ([Leg quality]="Bad" AND [Leg type]="Agent") THEN [Leg
ID] ENDIF


% Leg quality rate
The percentage of call legs that had a good quality from
the total number of call legs on which the quality was
measured.
D_COUNT(Good quality legs)/(D_COUNT(Good quality
legs)+D_COUNT(Bad quality legs))


% Agent leg quality rate
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.
D_COUNT(Good quality agent legs)/(D_COUNT(Good quality
agent legs)+D_COUNT(Bad quality agent legs))


Accepted call legs
The number of inbound calls completed by agents. The
leg talk time must be greater than 0. As a result, this
metric's results might differ from the Calls accepted
metric on the Voice dashboard.

IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND
[Leg completion status]="Completed" AND VALUE(Leg talk time
(sec))>0) THEN [Leg ID] ENDIF


Missed call legs
The number of inbound calls missed by agents.
IF ([Call direction]="Inbound" AND [Leg type]="Agent" AND
[Leg completion status]="Agent missed") THEN [Leg ID] ENDIF


Declined call legs
The number of inbound calls an agent declined.
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


Recording interactions
The number of times agents turned on or off recording
during the call.
(Recording interactions)


IVR transitions
The number of key presses the caller has made in the IVR
menu.
(IVR transitions)


Call agents
The name of all call agents.
[Call agent ID]


Call end users
The name of all registered end users.
[End-user ID]


Call organizations
The number of call organizations.
[Organization ID]


Call duration (sec)
The total call duration in seconds for an end user from
when the call is connected until it is disconnected.
VALUE(Call duration (sec))


Call talk time (sec)
The duration in seconds that an end user spends actually
talking with an agent during a call.
(Call talk time (sec))


Call wait time (sec)
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 What is the difference
between Call wait time and Call answer
time?

(Call wait time (sec))


Call answer time (sec)
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 What is the difference
between Call wait time and Call answer
time?

(Call answer time (sec))


Call IVR time (sec)
The duration in seconds that an end user spent in an
interactive voice response (IVR) system.
(Call IVR time (sec))


Call consultation time (sec)
The duration in seconds that an agent spent consulting
with another agent.
(Call consultation time (sec))


Call on-hold time (sec)
The duration in seconds that an end user spent
on-hold.
(Call on-hold time (sec))


Call recorded time (sec)
The call recording duration in seconds. This metric
always returns 0 for voicemail calls.
(Call recorded time (sec))


Call not recorded time (sec)
The duration in seconds during which a call wasn't
recorded.
(Call not recorded time (sec))


Call wrap-up time (sec)
The duration in seconds that an agent spent in the
wrap-up stage after a call.
(Call wrap-up time (sec))


Call duration (min)
The total call duration in minutes for an end user from
when the call is connected until it is disconnected.
VALUE(Call duration (sec))/60


Call talk time (min)
The duration in minutes that an end user spends actually
talking with an agent during a call.
(Call talk time (sec))/60


Call wait time (min)
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 What is the difference
between Call wait time and Call answer
time?

(Call wait time (sec))/60


Call answer time (min)
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 What is the difference
between Call wait time and Call answer
time?

(Call answer time (sec))/60


Call IVR time (min)
The duration in minutes that an end user spent in an
interactive voice response (IVR) system.
(Call IVR time (sec))/60


Call consultation time (min)
The duration in minutes that an agent spent consulting
with another agent.
(Call consultation time (sec))/60


Call on-hold time (min)
The duration in minutes that an end user spent
on-hold.
(Call on-hold time (sec))/60


Call recorded time (min)
The call recording duration in minutes. This metric
always returns 0 for voicemail calls.
(Call recorded time (sec))/60


Call not recorded time (min)
The duration in minutes during which call wasn't
recorded.
(Call not recorded time (sec))/60


Call wrap-up time (min)
The duration in minutes that an agent spent in the
wrap-up stage after a call.
(Call wrap-up time (sec))/60


Call billed time (min)
The number of minutes for which a call incurred a
charge.
(Call billed time (min))


Call duration (hrs)
The total call duration in hours for an end user from
when the call is connected until it is disconnected.
VALUE(Call duration (sec))/60/60


Call talk time (hrs)
The duration in hours that an end user spends actually
talking with an agent during a call.
(Call talk time (sec))/60/60


Call wait time (hrs)
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 What is the difference
between Call wait time and Call answer
time?

(Call wait time (sec))/60/60


Call answer time (hrs)
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 What is the difference
between Call wait time and Call answer
time?

(Call answer time (sec))/60/60


Call IVR time (hrs)
The duration in hours that an end user spent in an
interactive voice response (IVR) system.
(Call IVR time (sec))/60/60


Call consultation time (hrs)
The duration in hours that an agent spent consulting with
another agent.
(Call consultation time (sec))/60/60


Call recorded time (hrs)
The call recording duration in hours. This metric always
returns 0 for voicemail calls.
(Call recorded time (sec))/60/60


Call not recorded time (hrs)
The duration in hours during which call wasn't
recorded.
(Call not recorded time (sec))/60/60


Call wrap-up time (hrs)
The duration in hours that an agent spent in the wrap-up
stage after a call.
(Call wrap-up time (sec))/60/60


Call on-hold time (hrs)
The duration in hours that an end user spent
on-hold.
(Call on-hold time (sec))/60/60


Call billed time (hrs)
The number of hours for which a call incurred a
charge.
(Call billed time (min))/60


Leg duration (sec)
By default, gives the average duration in seconds for all
legs in seconds.
(Leg duration (sec))


Leg talk time (sec)
The average time in seconds spent actually talking in a
call leg.
(Leg talk time (sec))


Leg consultation time (sec)
The average time in seconds when agents consulted with
other agents during a call leg.
(Leg consultation time (sec))


Leg conference time (sec)
The time in seconds leg user spent in the 3 person
conference.
(Leg conference time (sec))


Leg on-hold time (sec)
The average time in seconds spent on hold in a call
leg.
(Leg on-hold time (sec))


Leg wrap-up time (sec)
By default, returns the average wrap-up time in
seconds.
(Leg wrap-up time (sec))


Leg duration (min)
By default, returns the average duration for all legs in
minutes.
(Leg duration (sec))/60


Leg talk time (min)
The average time in minutes spent actually talking in a
call leg.
(Leg talk time (sec))/60


Leg consultation time (min)
The average time in minutes when agents consulted with
other agents during a call leg.
(Leg consultation time (sec))/60


Leg conference time (min)
The time in minutes leg user spent in the 3 person
conference.
(Leg conference time (sec))/60


Leg on-hold time (min)
The average time in minutes spent on hold in a call
leg.
(Leg on-hold time (sec))/60


Leg wrap-up time (min)
By default, returns the average wrap-up time in
minutes.
(Leg wrap-up time (sec))/60


Leg duration (hrs)
By default, returns the average duration for all legs in
hours.
(Leg duration (sec))/60/60


Leg talk time (hrs)
The average time in hours spent actually talking in a
call leg.
(Leg talk time (sec))/60/60


Leg consultation time (hrs)
The average time in hours when agents consulted with
other agents during a call leg.
(Leg consultation time (sec))/60/60


Leg conference time (hrs)
The time in hours leg user spent in the 3 person
conference.
(Leg conference time (sec))/60/60


Leg on-hold time (hrs)
The average time in hours spent on hold in a call
leg.
(Leg on-hold time (sec))/60/60


Leg wrap-up time (hrs)
By default, returns the average wrap-up time in
hours.
(Leg wrap-up time (sec))/60/60









Voice attributes

This section lists and defines all the Voice attributes available.



Table 2. Voice attributes






Attribute
Definition




Call ID
The ID number of a call.


Call direction
Shows whether the call was inbound or outbound.


Call type
The type of call. Values are:


Callback: A call where a customer has
selected the callback
option, meaning their places are held in
the queue and their call is automatically returned
when an agent is available to speak with
them.

Forwarded: 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.

Overflow: A call that cannot currently be
taken by any agents or answered by voicemail, for
any of the reasons described in Managing overflow
calls and after-hours routing.

Text back: 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 Routing incoming calls with IVR.

Voicemail: A call that is routed to the
number’s voicemail.

Regular: A standard inbound or outbound
call that isn't one of the types above.





Call channel
The channel the call came in on. Allowed values are
phone, mobile-sdk, web-widget,
messaging-widget, and
messaging-mobile-sdk.


Line type
The type of line the call originated from. Allowed values
are phone or digital.


Call completion status
Indicates how the call was completed. Values are
Abandoned in IVR, Abandoned in queue,
Abandoned in voicemail, Abandoned in
on-hold, Completed, and Not answered.
Completed 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. Not answered 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.



Call Voice number
The phone number registered in Zendesk.


Call group
Name of the group where the call was answered.


Call callback source
The place from where the callback was requested. Values
are Phone and Web Widget (Classic).


Call exceeded queue wait time
Indicates if the customer exceeded the set time limit
waiting for the agent in the queue.


Call group is default
Indicates if the call was answered in the default group
or not. Values: True and False.


Call IVR action
The last IVR action end user selected. Values are
Group, Invalid keypress, IVR menu, Phone number, Text
back, and Voicemail.



Call IVR destination
The last IVR destination of the call, possible values are
group names and external phone numbers.


Call outside business hours
Indicates if the call was outside of business
hours.


Call overflow number
The phone number to which an overflow call was
directed.


Call quality
Indicates if a call had good or bad network and audio
quality. Values are Bad, Good, and No
information.



Call recorded
Indicates if a call was recorded or not. Values are
True or False.


Call recording setting
The phone number recording setting used for the call.
Values are Always off,Always on,Opt-in
and Opt-out.


Call recording consent
The recording consent option end user selected at the
beginning of the call. Values are Opted in and
Opted out.


Call with requested voicemail
Indicates if the caller requested to be put through to
voicemail.


Leg ID
The unique ID of the call leg.


Leg type
The type of call leg, either associated with the agent or
customer.


Leg completion status
Indicates whether an agent declined an incoming call,
missed the prompt to accept the call, or accepted the call
for an individual call leg.


Leg consultation type
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 Consultation, Conference
and Unattended transfer.



Leg agent available via
Indicates the method used by the agent to speak, either
phone or browser.


Leg agent forwarding number
The phone number to which a call is forwarded when the
agent is not available.


Leg instance
The unique ID of the call leg.


Leg quality
Indicates if a call leg had a good or bad network and
audio quality. Values are Bad, Good, and No
information.



Leg quality issues
Lists the quality issues encountered during the call leg.
Values are High jitter, High latency, High
packet loss, High post-dial delay, PSTN
short duration, and Silence. For definitions
of these values, see Reporting on call quality
issues.


Ticket ID
The Ticket ID associated with a call.


Ticket status
The status of the ticket associated with the
call.


Ticket custom status name
The name of a custom ticket status. This attribute
appears only if you've enabled custom ticket
statuses. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
NULL. Data is available only from October 19,
2023 onward.



Ticket custom status category
The category that a custom ticket status is mapped to.
This attribute appears only if you've enabled custom ticket
statuses. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
Ticket Status. Data is available only from
October 19, 2023 onward.



Ticket custom status state
Returns true if a custom ticket status is active,
or false if a custom ticket status is deactivated.
This attribute appears only if you've enabled custom ticket
statuses. Data is available only from October
19, 2023 onward.



Ticket group
Name of the group where the ticket was assigned.


Ticket assignee
The person who is assigned the ticket


Ticket brand
The brand of the ticket associated with the call.


Ticket channel
The channel a ticket was created from. For more
information about the ticket channels Explore collects,
see Understanding ticket
channels in Explore.



Ticket form
Ticket form used on the ticket.


Ticket organization
The organization associated with the ticket.


Ticket priority
The priority of the ticket associated with the
call.


Ticket problem ID
The ID of the associated problem ticket.


Ticket requester
The name of the ticket requester.


Ticket satisfaction rating
The satisfaction rating associated with the
ticket.


Ticket subject
The subject line of the ticket.


Ticket support type
Identifies whether tickets were resolved by an AI agent
or a human agent. Possible values are Agent and AI agent.



Ticket tags
A list of tags for the ticket associated with the
call. For important information about filtering
reports using tags, see Reporting on ticket
tags using filters.



Ticket type
The type of the ticket, for example, incident, or
problem.


Sharing agreement inbound
The number of tickets a Zendesk Support account shared
with your Zendesk Support account.


Sharing agreement outbound
The number of tickets your Zendesk Support account shared
with another Zendesk Support account.


Call agent name
The name of the first agent associated with the
call. 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.



Call agent role
The role of the first agent during the call.


Call agent ID
The ID of the first agent associated with the call.


Call agent email
The email address of the first agent associated with the
call.


Call agent locale
The locale of the first agent associated with the
call.


Call agent status
The Zendesk status of the first agent associated with the
call.


Call agent tags
A list of tags associated with the first agent for the
call. For important information about filtering
reports using tags, see Reporting on ticket
tags using filters.



Call agent time zone
The time zone of the first agent associated with the
call.


End-user name
The name, or phone number of the end user associated with
the call.


End-user role
The role of the end user associated with the call


End-user ID
The ID number of the end user associated with the
call.


End-user email
The email address of the end user associated with the
call.


End-user locale
The locale of the end user associated with the call, for
example, en-US.


End-user status
The status in Zendesk Support of the end user associated
with the call.


End-user tags
A list of tags associated with the end user for the
call. For important information about filtering
reports using tags, see Reporting on ticket
tags using filters.



End-user time zone
The time zone of the end user associated with the
call.


Leg agent name
The name of the agent for a specific call leg.


Leg agent role
The role of the agent for a specific call leg.


Leg agent ID
The unique ID of the agent for a specific call
leg.


Leg agent email
The email address of the agent for a specific call
leg.


Leg agent locale
The locale of the agent for a specific call leg


Leg agent status
The Zendesk status of the agent for a specific call
leg.


Leg agent tags
A list of tags associated with the agent for a specific
call leg. For important information about filtering
reports using tags, see Reporting on ticket
tags using filters.



Leg agent time zone
The time zone of the agent associated with this leg of
the call.


Leg user name
The name of the end user for a specific call leg.


Leg user role
The role of the end user for a specific call leg.


Leg user ID
The unique ID of the end user for a specific call
leg.


Leg user email
The email address of the end user for a specific call
leg.


Leg user locale
The locale of the end user for a specific call
leg


Leg user status
The Zendesk status of the end user for a specific call
leg.


Leg user tags
A list of tags associated with the end user for a
specific call leg. For important information about
filtering reports using tags, see Reporting on ticket
tags using filters.



Leg user time zone
The time zone of the end user associated with this leg of
the call.


Organization name
The name of the end user organization that initiated the
call.


Organization ID
The unique ID of the end user organization that initiated
the call.


Organization domains
The web domain of the end user organization, for example,
zendesk.com.


Organization status
The Zendesk status of the end user organization that
initiated the call.


Organization tags
The tags associated with the end user organization. For
important information about filtering reports using
tags, see Reporting on ticket
tags using filters.



Call duration brackets
Splits call durations into brackets. Possible values are
0-5 min, 5-10 min, 10-20 min,
20-30 min, 30-60 min, >60 min, and
Not recorded (null).


Call talk time brackets
Splits call talk time into brackets. Possible values are
0-5 min, 5-10 min, 10-20 min,
20-30 min, 30-60 min, >60 min, and
Not recorded (null).


Call wait time brackets
Splits call wait time into brackets. Possible values are
0-5 sec, 5-15 sec, 15-30 sec,
30-60 sec, 60-300 sec, >300 sec,
and Not recorded (null).


Call answer time brackets
Splits call answer time into brackets. Possible values
are 0-5 min, 5-10 min, 10-20 min,
20-30 min, 30-60 min, >60 min, and
Not recorded (null).


Call IVR time brackets
Splits call IVR time into brackets. Possible values are
0-5 min, 5-10 min, 10-20 min,
20-30 min, 30-60 min, >60 min, and
Not recorded (null).


Call consultation time brackets
Splits any metric by the call consultation time brackets.
Possible values are 0-15 sec, 15-30 sec,
30-60 sec, 60-300 sec, >300 sec,
and Not recorded (null).


Call on-hold time brackets
Splits call on-hold time into brackets. Possible values
are 0-5 min, 5-10 min, 10-20 min,
20-30 min, 30-60 min, >60 min, and
Not recorded (null).


Call not recorded time brackets
Splits any metric by the call not recorded time brackets.
Possible values are 0-1 min, 1-2 min, 2-3
min, 3-5 min, >5 min, and Not
recorded (null).


Call wrap-up time brackets
Splits any metric by the call wrap-up time brackets.
Possible values are 0-1 min, 1-2 min, 2-3
min, 3-5 min, 5-10 min, >10
min, and Not recorded (null).


Leg duration brackets
Splits the duration of each call leg into brackets.
Possible values are 0-5 min, 5-10 min,
10-20 min, 20-30 min, 30-60 min,
>60 min, and Not recorded (null).


Let talk time brackets
Splits the duration of each call leg talk time into
brackets. Possible values are 0-5 min, 5-10
min, 10-20 min, 20-30 min, 30-60
min, >60 min, and Not recorded
(null).


Leg consultation time brackets
Splits any metric by the leg consultation time brackets.
Possible values are 0-15 sec, 15-30 sec,
30-60 sec, 60-300 sec, >300 sec,
and Not recorded (null).


Leg conference time brackets
Splits any metric by the leg conference time brackets.
Possible values are 0-1 min, 1-2 min, 2-3
min, 3-5 min, 5-10 min, >10
min, and Not recorded (null).


Leg on-hold time brackets
Splits the duration of each call leg on-hold time into
brackets. Possible values are 0-5 min, 5-10
min, 10-20 min, 20-30 min, 30-60
min, >60 min, and Not recorded
(null).


Leg wrap-up time brackets
Splits the duration of each call leg wrap-up time into
brackets. Possible values are 0-5 min, 5-10
min, 10-20 min, 20-30 min, 30-60
min, >60 min, and Not recorded
(null).


Intent (Requires intelligent
triage)

A prediction of what the ticket is about. To see the
possible values, open the Taxonomy tab of
the Intent settings page to see the AI Intents
list under the Taxonomy values heading.


Intent confidence (Requires intelligent
triage)

The likelihood that the intent prediction is correct.
Possible values are High, Medium, and
Low.


Language (Requires intelligent
triage)

A prediction of what language the ticket is written in.
To see the possible values, open the Taxonomy tab of the
settings page.


Language confidence (Requires intelligent
triage)

The likelihood that the language prediction is correct.
Possible values are High, Medium, and
Low.


Sentiment (Requires intelligent
triage)

A prediction of how the customer feels about their
request. Possible values are Very Positive,
Positive, Neutral, Negative, and
Very Negative.


Sentiment confidence (Requires intelligent
triage)

The likelihood that the sentiment prediction is correct.
Possible values are High, Medium, and
Low.


Time - Call started
Includes a number of attributes that return the time and
date when calls were initiated.


Time - Leg started
Includes a number of attributes that return the time and
date when call legs were initiated.


Time - Ticket created
Includes a number of attributes that return the time and
date when tickets were created.


Time - Ticket solved
Includes a number of attributes that return the time and
date when tickets were solved.


Time - Ticket last updated
Includes a number of attributes that return the time and
date when tickets were last updated.








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