GETTING STARTED WITH ZENDESK TALK METRIC DEFINITION Total calls Total number of inbound and The following are great metrics for outbound calls scrutinizing during regular meetings and Total inbound calls Total number of inbound calls long-term planning sessions. They let you know where you’re strong and which areas need improvement. Total outbound calls Total number of outbound calls Max calls waiting Maximum number of calls waiting at any point in the specified window Abandoned in queue Total number of calls where customer hung up while waiting in the queue Exceeded queue wait time Total number of calls sent to voicemail after exceeding the max wait time in the queue Voicemail Total number of calls that went to voicemail for any reason Outside business hours Total number of calls received out- side business hours