Overview of the Zendesk Voice dashboard

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support with | Talk Team, Professional, or Enterprise

Zendesk analytics features a prebuilt dashboard to help you monitor your call center activity. You can edit and customize prebuilt dashboards by cloning them (see Cloning dashboards).

This article contains the following topics:

Opening the dashboard

Understanding the dashboard reports

Opening the dashboard

Open the Voice dashboard to review activity for your voice channel.

To access the Voice dashboard

In Zendesk Support, open the product tray.

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

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

All reports in this dashboard use the Voice - Calls dataset.

Understanding the dashboard reports

The Voice dashboard is split into three tabs:

The Calls tab shows information about calls that your agents made and received. You can filter reports by date, group, phone number, and the end-user's organization.

The Efficiency tab shows information about your agents efficiency with calls. You can filter reports by date, group, phone number, call direction, call type, and the end-user's organization.

The Agent activity tab shows detailed information about your agents calls. You can filter reports by date, group, agent name, phone number, call direction, call type, and the end-user's organization.

The Quality tab shows information about calls that experienced issues due to poor network or audio quality. You can filter reports by date, group, agent name, phone number, call direction, call type, and the end-user's organization.

To learn about the available reports on each tab, see Analyzing your Voice activity.