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