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Delete Talk Data

  • April 17, 2023
  • 5 replies
  • 0 views
Hutton,

Is it possible to delete talk data.  I had a customer inadvertently call in 25 times during our team meeting when all agents were unavailable.  How this happens, I have no idea.  We received 25 calls abandoned in voicemail. 

The resulting tickets were deleted (and permanently deleted), but the talk data still remains and affects our call acceptance metric.  I calculate Accepted % as Accepted Calls / Total Inbound Calls.  Since these calls were not accepted, we take a hit on the metric.  

Is there any way to delete this data?  We get some spam calls as well and it would be nice to clean that up.

    5 replies

    Jupete
    • Jupete
    • May 11, 2023
    Hi Spencer, thanks for writing in! 
     
    Did you already delete the tickets? Because Explore does not store data but simply pulls data from the source products such as the ticketing system or live chat system and shows it to you in a useful visualization. This is described here: How do I delete data from Explore?. However, please also check our Zendesk Service Data Deletion Policy as it has a Timeline for Deletion.
     
    Otherwise, you can use some filters to hide unwanted information. We hope this information helps!
    Hutton,
    • Hutton,
    • Author
    • May 12, 2023

    Yeah, I deleted, then permanently deleted the tickets that same day.  I still show 25 abandoned calls from one day from when this one customer mistakenly butt-dialed us over and over.  It's been about a little over a month.

    Jupete
    • Jupete
    • May 15, 2023
    Hi Spencer, 
     
    May we know if the report is from a default support dashboard? If that is so, have you tied cloning the default query or dashboard and used your own filters to eliminate the data before tickets were deleted? Otherwise, please submit a ticket request so we can take a look at more of the reports from your account. Thank you!
    Hutton,
    • Hutton,
    • Author
    • May 15, 2023

    Hi @jupete.  The report was created from the Talk dataset.  So it is using Talk data, not ticket data.  The tickets are gone, but the Talk data still remains.  So we have a record of these 25 abandoned calls and that's what I am trying to get rid of.  I already had a support ticket on this a few weeks ago and was told to delete the tickets (which I did).  Perhaps the request was misunderstood.  Its the Talk data I am trying to delete.

    Jupete
    • Jupete
    • May 16, 2023

    Yes, sorry for the confusion. We are also referring to the talk dataset. I'll be creating a ticket so we can discuss and check further this in the ticket. Thank you! 

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