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All pre-built Zendesk Talk KPI Widget Templates in Numerics.
Average call duration
The average time of call across all calls.
Average queue wait time
The average time a caller spent in queue waiting to be routed to an agent.
Average wrap up time
The average wrap-up time across all calls.
Maximum calls waiting
The maximum number of calls waiting for agents in the queue, including caller on the line and callback requests.
Maximum queue wait time
The maximum time caller spent in queue waiting to be routed to an agent.
Total call duration
The total duration of all calls.
Total calls
The total number of inbound and outbound calls.
Total voicemails
The total number of calls that went to voicemail for any reason.
Total wrap-up time
The total wrap-up time across all calls.
Average callback wait time
The average callback time a customer has been waiting for an agent in the queue. This excludes the available agents greeting.
Average hold time
The average time a caller spent on hold per call.
Average time to answer
The average time between system answering a call and customer being connected with an agent. This includes greetings and other recordings played.
Total abandoned calls
The total number of calls where the customer hung up while waiting in queue.
Total callback calls
The total number of successful and unsuccessful callback requests.
Total calls exceeding queue wait time
The total number of calls sent to voicemail after exceeding the max wait time in the queue.
Total calls outside business hours
The total number of calls received outside business hours.
Total calls requested voicemail
The total number of calls where customer requested to be put through to voicemail.
Total hold time
The total hold time across all calls.
Total inbound calls
The total number of inbound calls.
Total outbound calls
The total number of outbound calls.
Total text back requests
The total number of textback messages sent from IVR.
Total widget callback calls
The total number of successful and unsuccessful callback calls requested via Web Widget.
Average wait time
The average wait time for all callers who are waiting for an available agent.
Longest wait time
The longest wait time for any caller in the queue.
Total agents online
The current number of agents online.
Total callbacks waiting
The current number of callers in the callback queue waiting for the next available agent.
Total calls waiting
The current number of callers in the queue waiting for the next available agent.
Web Widget callbacks waiting
The current number of callback requests from a Web Widget in the queue waiting for the next available agent.
Average accepted transfers
The average number of transfers accepted by agents.
Average available time
The average time agents were available to answer calls and set to online. Does not include time on calls or in wrap-up mode.
Average away time
The average time agents status was set to away.
Average calls accepted
The average number of calls accepted by agents.
Average calls denied
The average number of calls denied by agents.
Average calls missed
The average number of calls missed by agents.
Average calls on hold
The average number of calls put on hold by agents.
Average online time
The average time agents status was set to online or away.
Average talk time
The average talk time for agents across all calls (excludes hold time and consultation).
Average transfers started
The average number of transfers started by agents.
Total calls on hold
The total number of calls put on hold by agents.
Total transfers accepted
Total transfers started
The total number of transfers started by agents.
Total accepted calls
The total number of calls accepted by agents.
Total denied calls
The total number of calls denied by agents.
Total missed calls
The total number of calls missed by agents.
Total talk time
The total talk time across all calls (excludes hold time and consultation).
Zendesk Talk Integration Specifications:
Widget Templates:
46
Authentication Type:
Basic Auth
Supported plans:
All
Zendesk Inc. Support:
Zendesk Talk Support
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