Product Feedback: Auto-Accept Calls Reporting Visibility

Hello,

We recently started evaluating the new Auto-Accept Calls feature for Zendesk Voice and identified a challenge regarding reporting and performance analysis.

Currently, there is no visible ticket event, ticket field, call attribute, or automatically applied tag that indicates whether a voice call was auto-accepted or manually accepted by an agent. As a result, it is difficult to measure the impact of enabling this feature and compare operational performance before and after implementation.

While Auto-Accept is configured at the phone-line level, allowing some level of analysis by filtering specific lines, this approach becomes increasingly complex in environments with multiple voice lines, different routing configurations, and varying operational requirements. It also prevents easy reporting when auto-accept and non-auto-accept configurations coexist or when phone-line configurations change over time.

Suggested Enhancement

When a call is automatically accepted, Zendesk should expose this information through one or more of the following:

• An automatically applied ticket tag (for example: auto_accepted_call)
• A ticket event in the audit log indicating the call was auto-accepted
• A dedicated call attribute available in Explore datasets
• A ticket field or system property that can be used for filtering and reporting

Business Value

Providing visibility into auto-accepted calls would allow customers to:

• Measure the effectiveness of the feature against manually accepted calls
• Compare key metrics such as Answer Speed, Handle Time, Missed Calls and Customer Satisfaction
• Validate business cases before rolling out the feature broadly
• Simplify reporting without relying on phone-line-specific workarounds
• Better understand agent adoption and operational impact

As the feature is specifically intended to improve call-answering performance, having a native reporting mechanism would allow customers to accurately quantify its benefits and make data-driven decisions regarding wider adoption.

Thank you!