Zendesk Talk KPI Widgets

The average time of call across all calls.

The average time a caller spent in queue waiting to be routed to an agent.

The average wrap-up time across all calls.

The maximum number of calls waiting for agents in the queue, including caller on the line and callback requests.

The maximum time caller spent in queue waiting to be routed to an agent.

The total duration of all calls.

The total number of inbound and outbound calls.

The total number of calls that went to voicemail for any reason.

The total wrap-up time across all calls.

The average callback time a customer has been waiting for an agent in the queue. This excludes the available agents greeting.

The average time a caller spent on hold per call.

The average time between system answering a call and customer being connected with an agent. This includes greetings and other recordings played.

The total number of calls where the customer hung up while waiting in queue.

The total number of successful and unsuccessful callback requests.

The total number of calls sent to voicemail after exceeding the max wait time in the queue.

The total number of calls received outside business hours.

The total number of calls where customer requested to be put through to voicemail.

The total hold time across all calls.

The total number of inbound calls.

The total number of outbound calls.

The total number of textback messages sent from IVR.

The total number of successful and unsuccessful callback calls requested via Web Widget.

The average wait time for all callers who are waiting for an available agent.

The longest wait time for any caller in the queue.

The current number of agents online.

The current number of callers in the callback queue waiting for the next available agent.

The current number of callers in the queue waiting for the next available agent.

The current number of callback requests from a Web Widget in the queue waiting for the next available agent.

The average number of transfers accepted by agents.

The average time agents were available to answer calls and set to online. Does not include time on calls or in wrap-up mode.

The average time agents status was set to away.

The average number of calls accepted by agents.

The average number of calls denied by agents.

The average number of calls missed by agents.

The average number of calls put on hold by agents.

The average time agents status was set to online or away.

The average talk time for agents across all calls (excludes hold time and consultation).

The average number of transfers started by agents.

The total number of calls put on hold by agents.

The average number of transfers accepted by agents.

The total number of transfers started by agents.

The total number of calls accepted by agents.

The total number of calls denied by agents.

The total number of calls missed by agents.

The total talk time across all calls (excludes hold time and consultation).

The total wrap-up time across all calls.