GETTING STARTED WITH ZENDESK TALK 46 These metrics can surface some HISTORICAL ANALYSIS WITH important issues. Are some agents not CALL DATA IN INSIGHTS pulling their weight while others are doing too much? How many customers In addition to the real-time dashboards, are calling but unable to talk to an Zendesk Talk comes with the analytical actual person, or unwilling to wait for power of Insights, which allow you to an extended period to do so? Are calls drill down into the historical performance taking too long? of your call center. The out-of-the-box dashboards give you and your team the Monitoring these metrics will provide tools you need to understand what’s insight into which agents need better working and how to improve. These training as well as opportunities to include amount of inbound, outbound, improve workflow. and voicemail calls; inbound vs. outbound day-to-day call volume; call wait times; talk time; time spent in IVR; agent times; and number of abandoned calls. Zendesk Talk comes with the analytical power of Insights.