Split Agents by Domain/Company - Zendesk Talk Calculated Attribute
Split Agents by Domain/Company (Talk)
Voice - Calls
Calculated Attribute
Labels Talk calls based on the agent’s email domain so you can segment in-house staff from BPO providers or other groupings.
Business value & use cases
Many organisations use both in-house and outsourced teams. This attribute lets you compare performance between BPO and in-house agents without needing a custom user field, analyse differences in key metrics like average call duration or abandonment rates, and keep reporting simple by grouping agents under clear labels. Pair with outcome KPIs such as Inbound Completion Rate (within Agents' Control) to see whether BPO performance matches internal standards.
Dataset and dependencies
- Dataset: Voice - Calls
- Type: Calculated Attribute
- Dependencies: None (standalone attribute)
The code
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Implementation steps
- Go to Explore → Report Builder > Voice → Calls Dataset → Start Report.
- Select the Calculator icon for Calculations.
- Choose Standard calculated attribute.
- Paste in the code above.
- Replace "yourcompany" and "bpodomain" with the actual email domains for your agents (keep the quotation marks).
- Optional: replace "In-house" and "BPO" with whichever labels are clearest for your team.
- Validate and save.
- Apply the attribute to segment reports by agent type.
Validation tips
- Spot-check agent emails to confirm they are being grouped under the correct labels.
- Test with multiple BPO domains if you work with more than one provider.
- Verify that any unexpected domains appear under "Other" as intended.
Caveats and considerations
Remember to update this attribute if you add new BPO partners or change internal domains. If you want more granular splits (for example, by multiple BPOs), add more ELIF lines with the relevant domains. This is a quick solution for domain-based grouping; for long-term reporting, consider adding a custom user field in Zendesk to classify agents more systematically. An equivalent attribute exists for Support tickets—see Split Agents by Domain/Company (Support) if you also need to analyse ticket performance.
Example chart
Example dashboard showing in-house versus BPO call performance
Related metrics / attributes
[Abandoned in On-Hold Calls
Voice - CallsCalculated Metric
Counts inbound calls where the customer was placed on hold after reaching an agent but disconnected before the agent returned.
[Split Agents by Domain/Company (Support)
Support - TicketsCalculated Attribute
Splits agents into groups (e.g. In-house vs BPO) based on their email domain.
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