GETTING STARTED WITH ZENDESK TALK METRIC DEFINITION Total hold time Total time with calls on hold Calls accepted Total number of calls the agent answered Number of calls transferred Total number of calls the agent transferred to someone else Transfers accepted Total numbers of transfers the agent accepted Calls missed Total number of calls that rang for 30 seconds with no response and were placed back in the queue Calls declined Total number of incoming calls where agent clicked Decline in the given time period Calls put on hold Total number of calls placed on hold Average wrap up time Average wrap-up time across all calls Total wrap up time Total time spent in wrap-up across all calls