Dashboards for Zendesk Talk
Monitor Zendesk Talk KPIs with Numerics Dashboards on your iPhone, iPad, Mac, Apple TV and Apple Watch
Zendesk Talk for voice is cloud-based call center software built right into Zendesk Support.
46 pre-designed KPIs
Track call statistics, queue times, agent performance and more from Zendesk Talk in Numerics dashboards.
Combine metrics
Design a customer support dashboard with Zendesk metrics along side integrated services like Salesforce or Google Analytics to measure performance of support teams.
Multiple accounts
Stay on top of the health and performance of multiple support teams by creating a dashboard with multiple Zendesk Talk accounts.
Zendesk Talk KPIs
Following are all the pre-defined Zendesk Talk KPI dashboard widgets bundled with Numerics.
Basic Account
Average call duration
The average time of call accross all calls.
Average queue wait time
The average time the caller spent in queue waiting to be routed to an agent.
Average wrap-up time
The average wrap-up time accross 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 the queue waiting to be routed to an agent.
Total call duration
The total duration of all calls.
Advanced Account
Average callback wait time
The average callback time a customer has been waiting for an agent in the queue. This includes 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 asnwering a call and customer being connected to an agent. This includes greetings and other recordings played.
Total abandoned calls
The total number of calls where the customer hang up while waiting in the queue.
Total callback calls
The total number of successful and unsuccessful callback calls.
Total calls exceeding queue wait time
The total number of calls sent to voicemail after exceeding the max wait time in the queue.
Queue
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 total 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.
Advanced Agents
Average accepted transfers
The average number of transfers accepted by agents.
Average available time
The average time agents were available to answer calls ans set to online. Doesn't 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.
Basic 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 consultations).
Total wrap-up time
The total wrap-up time across all calls.
Related Integrations
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Help Scout
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Salesforce
Monitor sales pipelines, campaign performance or bring in custom data using SOQL queries.
Related documents:
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Securely share your Zendesk Talk dashboards with teams using templates.
Deploy dashboards organization wide
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Display realtime dashboards on Apple TV to keep team members focused on their work.
Team Dashboard App for the Apple TV