1. Track the number of calls that are received and made.
2. Average time spent by the agents on calls.
3. Number of calls attended monthly.
4. Agents who take the most number of calls.
5. Call details can be used to generate billing reports, average time spent on calls, number of calls per day, etc and the list goes on. 

Logging calls in Zoho Desk

1. Activities module - Agents can go to the Calls module and log a call.
2. Contact or Account module - Select a contact or account and log a call against their record. 
3. Import - Map the calls with their related tickets in an XLS or CSV file and import them to Zoho Desk.
   

1. Current Call
2. Completed Call
3. Scheduled Call - It can be either Inbound or Outbound.
   

1. The user who logs a call is the Call Owner, and you cannot change the owner of the call.
2. An activity is created irrespective of a call being answered or unanswered.
3. By default, the call priority is set as High. It can be changed to Highest, Lowest, or Normal depending on the requirement.
4. Once the call is marked as completed, you will not be able to edit the record. 
5. Only contacts with phone numbers will have the Call Started button.
6. Answered scheduled calls are marked as Completed.
7. Unanswered scheduled calls will prompt you to reschedule the call for later. When rescheduled, a new missed call activity is created to track the unanswered call event. It also updates the scheduled call with the new start date and time. If not rescheduled, the status of a scheduled call gets updated as Missed.
8. You can cancel a scheduled call by clicking Mark as Completed whenever necessary.
9. Agents enabled for PhoneBridge will see the click-to-call phone icon next to the contact's phone number.
10. The tickets mapped or associated with the Deleted Calls will not be deleted from the Tickets module.
    

To log a current call

1. Click the Activities module.
   Alternatively, you can also associate a call to a ticket/customer by clicking the Add icon for Call under the Activity tab of the record's Details page.
2. On the Activities Home page, click Calls at the bottom of the left panel.
   
3. Click the Add icon (  ) from the top bar.
   
   
   
   
4. On the Add Call page, do the following:
   
1. Enter the Subject.
   
2. Select the call direction as Outbound.
3. In the Call Status section, click Current call.
4. Enter the Subject of the ticket to associate the call with an existing ticket.
5. You can also click the Search icon (  ) to look for a particular ticket.
6. Specify the Contact Name to whom the call is made.
7. The contact name will be auto-filled if you select a ticket in the previous step.
8. Specify the Priority from the drop-down list.
9. Specify a Description of the call.
10. Click Call Started.
    You will be taken to the interface where the call is made.
    
    
    
    
5. In the Call Interface, do either of the following:
1. Click Answered when the contact answers your call.
   Once answered, you can add a new ticket, enter the call description, perform a search, or edit the call activity.
2. Click Call Ended when the call is completed.
   You can associate the call with the current ticket. This will add the call notes as a conversation on the ticket.
   
   
   
   
6. Click Unanswered if the contact doesn't answer your call or the call was redirected to voice mail.