Hello, in our past call center systems, the wait time for a callback from the time the customer left the voicemail was measurable along with live hold time. I cannot find a method to measure that wait time in Zendesk. This creates an inaccurate wait time metric since the current report only accounts for customers that held live in the queue and does not account for the time it took to call the customer back after they left the voicemail. Please let me know if anything can be done about this. Thanks
Feedback submitted
Wait time metric for return call from a voicemail
- Community Manager
Hey Kenny, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
- Employee
Hello,
Thank you for your question.
Try: Create in Explore a report on voicemail tickets and compare the time the voicemail was left with the time a return call was placed to the customer.
Thanks,
Sean
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