Why does Total calls not match Calls accepted on the Zendesk Talk dashboard?

Question

Why does the Zendesk Talk dashboard Total calls figure not match Calls accepted by agents?

Answer

Total calls measures all inbound and outbound calls. These include calls never answered by an agent such as voicemails, calls outside business hours, and calls abandoned in the queue. 

Calls accepted measures only inbound calls where an agent answered the call. 

For more information on the Talk dashboard metrics, see the article: Zendesk talk dashboard metric reference

If you want to see more granular data about the different categories encompassed in Total calls, use Explore to create a custom report.

For more information on Explore and Talk data, see the below articles:

• Metrics and attributes for Zendesk Talk
• Seeing live agent status and activities with Explore

Note: If you use unified agent statuses and omnichannel routing, see this article: Why is the per-channel agent status time different than the unified agent status time?