Live, from Zendesk's webhooks: each time an agent's phone rings, the call is answered or it ends, as it happens. This is what powers the live widgets.

Settled, from Zendesk's Talk APIs: Zendesk's own figures for the call shortly after the caller hangs up: time to answer, talk, hold and wrap-up time, the IVR, the line, and how the call ended. Each agent who was rung gets their own part of the call, so a transferred call credits each agent with their share.

From the ticket: the call's ticket, numbers and recording.

The Zendesk Talk calls sync must be on for your account. If you can't find these widgets in the widget picker, contact us and we'll turn it on.

The Ringing widgets also need the Zendesk agent status webhook, which tells a ringing call apart from one still waiting.

The answer-time SLA widgets appear once your account has a Talk Inbound Call Answer Time SLA.

Anyone who can edit a dashboard can add the widgets. Search the widget picker for a name below, or for words like "queue", "abandoned" or "hold".

Answered: an agent talked to the caller.

Abandoned on hold: an agent answered, then the caller hung up while on hold.

Voicemail left: the caller left a voicemail.

Abandoned in IVR: the caller hung up in the phone menu, before reaching a queue.

Abandoned in queue, before a ring: the caller hung up while queued, before any agent's phone rang.

Abandoned in queue, after a ring: at least one agent was rung and didn't answer, then the caller hung up while still queued.

Queue wait ran out: the maximum queue wait passed, the call went to the voicemail greeting, and the caller hung up.

No agent available: the call went straight to the voicemail greeting and the caller hung up.

Rang, then voicemail: an agent was rung, the call went to the voicemail greeting, and the caller hung up.

Missed: an agent's phone rang and nobody answered, whatever happened next. It overlaps the abandons on purpose: a call that rang and was then abandoned in the queue is both.

Queued: calls that reached a queue: answered, abandoned in the queue, or missed. IVR hang-ups and straight-to-voicemail calls never reached a queue, so they aren't counted.

Inbound Calls Started (new): every inbound call that started in the date range, whatever happened to it, calls still in progress included. With Today (to date) it's a wallboard count that goes up the moment a call starts, not when it ends.

Calls Waiting in Queue (new): calls in a queue right now with no agent's phone ringing and nobody answering. Set a threshold in the widget's settings to count only calls that have waited at least that many seconds.

Longest Wait in Queue (new): how long the caller who has waited longest right now has been in the queue.

Ringing Unassigned Phone Calls: inbound calls ringing an agent right now. When a ring ends unanswered, the call moves back to Calls Waiting in Queue.

Ongoing Assigned Phone Calls: calls an agent is on right now, inbound or outbound.

Queued Calls (new): calls that reached a queue. It's what the queue rates are a percent of.

Calls Abandoned in Queue and its Rate (new): callers who hung up in the queue before any agent was rung (a queue wait that ran out with nobody rung counts too), as a percent of Queued Calls.

Calls Missed and Call Miss Rate: calls that rang an agent and were never answered, as a percent of the calls offered to an agent.

Calls Abandoned in Queue or Missed and its Rate (new): the two together (no call is both), as a percent of Queued Calls.

Missed Calls After Agent Ring (new): missed calls where an agent's phone rang for at least the minimum ring duration, so they had a real chance to answer. The minimum is the widget's Min ring duration setting, else your account's minimum ring duration SLA, else 10 seconds. It's also a by-agent donut, an agents-table column and an over-time chart.

Answer Time SLA Rate: calls answered within the threshold, as a percent of the calls answered plus the callers who gave up in the queue or after a ring.

Inbound Calls Answered Within SLA, Inbound Calls Answered After SLA (new) and SLA Missed and Abandoned (new) add up to the rate's calls. Inbound Calls Outside SLA is the last two together.

Hang-ups in the IVR, straight-to-voicemail calls and voicemails left without a ring aren't counted. Neither are callers who hung up faster than your account's minimum abandon duration.

The threshold is the widget's setting, else your account's Talk Inbound Call Answer Time SLA.

Abandoned Calls and Call Abandonment Rate: callers who hung up without being answered and without leaving a voicemail: in the IVR, in the queue, after the queue wait ran out, in the voicemail greeting, or on hold. Calls shorter than the widget's Min abandon duration, or your account's minimum, are left out, so a caller who dialled by mistake doesn't count.

Calls Abandoned in IVR, in Queue (Before Offer) and in Queue After Offer: where they gave up. After Offer points at the agents who were available but didn't answer.

Abandoned in IVR Avg IVR Time and Median IVR Time (new): how long the callers who hung up in the phone menu spent there first. A long time can mean the menu is confusing.

Call Started to Call Abandoned Avg and Median Duration: how long abandoning callers held on before hanging up.

The abandoned and missed counts also come by phone line and by Zendesk skill.

Hold Time (Talk) (new): the total time callers spent on hold during each agent's part of their calls.

Avg Hold Time (Talk) (new): the average hold per call the agent took.

Hold Time % (Talk) (new): hold time as a percent of the agent's time connected to callers (talking plus on hold). It shows how much of their call time was hold, not how many calls they put on hold.

Missed Calls After Ring (new): the missed calls where that agent's phone rang for at least the minimum ring duration. A call counts once for every agent who had such a ring on it.

Answer Time Within SLA, Answer Time After SLA and Answer Time SLA Rate (Answered Calls) (new): each agent's answered calls inside and outside the answer-time threshold. Most of an answer time is the IVR and the queue, which the agent doesn't control, so use these for context (which agents tend to pick up calls that already waited long), not to judge an agent. For an agent's own pickup speed, use the ring and acceptance metrics.

Call Status: what the agent is doing on a call right now (On call, Wrap-up) and for how long.

Calls Completed: calls that ended and weren't abandoned. Abandoned plus Completed is every call that ended. Inbound Calls Completed counts answered calls, voicemails left and calls missed into voicemail; Outbound Calls Completed counts outbound calls whether or not the customer answered.

Inbound Calls Ended: every inbound call that ended in the range, whatever its outcome. Answered Inbound Calls Ended is the ones an agent answered.

Avg and Median Inbound Call Answer Time, Agent Assigned to Call Ended and the call durations use Zendesk's answer and end times on the calls an agent answered.

Call IVR Destination (new), include and exclude: the phone menu option the caller picked.

Call Direction (new): inbound or outbound.

Call Abandon Kind, include and exclude: where the caller gave up.

These filters work on the Talk call widgets and, through a ticket's calls, on ticket-based widgets too. The agent, group and phone number filters apply as well.

Drill in from any Talk call metric: the Talk Phone Calls tab lists the calls behind the number, and the Tickets tab lists their tickets. On a rate, the drill-in lists every call the rate is a percent of.

Numbers settle a few seconds after the hang-up. Live widgets update as calls happen; the historical metrics use Zendesk's settled figures, which arrive shortly after each call ends.

Calls from before the Talk calls sync was turned on count as completed, and as answered for the answer-time metrics. They aren't split into the abandoned, missed and queue outcomes.

Zendesk API quick stats such as Calls Waiting and Longest Wait Time show Zendesk's own live figure without filters. The metrics in this article are built from your calls in Qvasa, so they take filters, any date range and drill-ins. See Zendesk API Metrics for Talk.

Every widget has a description. Hover over the info icon on a widget for its full definition.