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Changes to Agents Reports

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Following the successful migration of the Schedule Reports to a new datastore, we are excited to announce that the Agents Report, Agents Breakdown Report and Agent Status Report will now include a new agent identifier field: agent email. This will allow supervisors and admins to have an additional way to identify agents. 

The agent’s email field will be included in a new column right after the agent’s name column in the above 3 reports. Please note that this change can impact any data automation processes you may currently have in place (i.e. running macros in Excel).

The new agent email field will be visible to all customers by Monday 2/6.

Please see below the list of headers for the 3 reports.

 

New Agents report:

   Agent Name

   Email

   Total Calls per Agent

   Outbound Calls per Agent

   Inbound Calls per Agent

   Average Speed To Answer per Agent

   Total Duration per Agent

   Average Duration per Agent

   Time in Available per Agent

   Time in On a Call per Agent

   Time in After Call Work per Agent

   Time in Offline per Agent

   Time in Away per Agent

   Time in Custom Status 1 per Agent

   Time in Custom Status 2 per Agent

   Outbound Connected per Agent

 

New Agents Breakdown report:

   Agent Name

   Email

   Start Time

   Total Calls per Agent

   Outbound Calls per Agent

   Inbound Calls per Agent

   Average Speed To Answer per Agent

   Total Duration per Agent

   Average Duration per Agent

   Time in Available per Agent

   Time in On a Call per Agent

   Time in After Call Work per Agent

   Time in Offline per Agent

   Time in Away per Agent

   Time in Custom Status 1 per Agent

   Time in Custom Status 2 per Agent

   Outbound Connected per Agent

 

Agent Status Report:

      Agent Name

      Email

      Status

      Start Time

      End Time

      Duration

     

If you have any questions, please reach out to your Customer Success Manager or support@talkdesk.com.

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