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Changes to the Agents and Agents Breakdown Reports

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Our Data and Supervisor teams have been working hard for the past few months on the migration of Talkdesk’s Schedule Reports into a new database. This is a considerable milestone that will allow Talkdesk reporting to be more reliable, consistent and to offer additional functionalities.

With the migration to a new datastore we will also offer more granularity. This represents a change to the way our Agent Report and Agents Breakdown Report are now displayed, i.e.:

  • Custom statuses are now shown in both reports (and not only the 5 default statuses that were previously available);
  • The default "Busy" status has been renamed to "On a Call";
  • "Time in..." has been added to the already available statuses headers. 

These scheduled reports format has thus been changed to accommodate the new information available, which can impact any data automation processes you may currently have in place (e.g.: running macros in Excel).

Please see below the comparison list between the new and old headers of the 2 reports:

 

New Agents Breakdown report:

    Agent Name

    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

 

Old Agents Breakdown report

    Agent Name

    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

    Available per Agent

    Busy per Agent

    After Call Work per Agent

    Offline per Agent

    Away per Agent

    Outbound Connected per Agent

 

New Agents Report:

    Agent Name

    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

 

Old Agents Report

   Agent Name

   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

   Available Time Per Agent

   Busy Per Agent

   After Call Work Per Agent

   Away Per Agent

   Offline Per Agent

   Outbound Connected Per Agent

 

The migrations of these 2 reports should be visible to all customers by Tuesday, October 25.

 

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