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Changes to the Tags and Numbers Reports

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Our Data and Supervisor teams continue to work hard on the migration of Talkdesk’s Scheduled Reports into a new database, to allow Talkdesk reporting to be more reliable, consistent and to offer additional functionalities.

We now have the pleasure to announce that 3 more reports have been successfully migrated: Tags Breakdown Reports, Numbers and Numbers Breakdown Reports.

With the migration to a new datastore we will also offer more granularity on the Tags Breakdown Report and a new and better default sorting order for the Numbers Reports. These changes are highlighted with more detail below:

  • All statuses (including custom statuses) are now shown in the Tags Report (and not only the 2 that were previously available: "available time per tag" & "after call work time per tag"). 

Note: 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).

  • The Tags Breakdown Report default order has changed and is now alphabetically sorted taking into account the Ring Group name.

Here is the comparison list between the new and old headers of the Tags reports:

 

New Tags Breakdown report

Tag

Start Time

Calls Offered Per Tag

Calls Missed Per Tag

Calls Abandoned Per Tag

Avg Abandon Time Per Tag

Avg Speed of Answer Per Tag

Calls on Service Level

Max Delay Per Tag

External Out Tags

External Out Time

Calls Answered Per Tag

Total Talk Time Per Tag

Available Time Per Tag

On a Call Time per Tag

After Call Work Time per Tag

Offline Time per Tag

Away Time per Tag

Custom Status 1

 

Old Tags Breakdown report

Tag

Start Time

Calls Offered Per Tag

Calls Missed Per Tag

Calls Abandoned Per Tag

Avg Abandon Time Per Tag

Avg Speed of Answer Per Tag

Calls on Service Level

Max Delay Per Tag

Available Time Per Tag

After Call Work Time per Tag

External Out Tags

External Out Time

Calls Answered Per Tag

Total Talk Time Per Tag

 

Numbers and Numbers Breakdown report

  • The Numbers Reports default order has also changed and is now sorted by number (for example a 209 area code number will always precede a 208 area code number). Friendly names will still show in the reports but do not affect the default sort order.

The release of these 3 reports will start to roll-out  on Monday, November 28.

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