Support for more Zendesk Voice (Talk) metrics and filters
We’ve massively expanded the range of call-related metrics from Zendesk you can share on your dashboards, opening up a huge range of possibilities for teams using Zendesk Voice.
The new additions can now be found within our existing Zendesk Support integration, and allow you to monitor historical call performance in much more detail than before.
Simply click the new Voice category within our Zendesk Support integration, and select from a range of new metrics including:
- Call volume
- Call completion rate
- Average handle time
- Total talk time
- Hold time
- Wait time
- Abandoned calls
- Good and bad quality calls
- …and more
These can be filtered by a whole range of call-related filters, such as wait time, handle time, group, team, recording status, and call quality, for even more precision.
You can add a customised call feed too, featuring a number of different call properties alongside each call ID, such as the agent taking the call, answer time, talk and handle time, completion status, call quality and more.
For now, real-time Voice metrics — like calls waiting, current longest wait time, and current agent availability — can still be found within our standalone Talk integration. As ever, get in touch with any feedback or suggestions!