Note: This announcement refers to the legacy Reporting UI which has been deprecated throughout 2020. Please read our notice.
Our Agents, Agents Breakdown and Agents Status scheduled reports, as well as our User Status API report will now include a new “agent active” field. This field provides supervisors and admins with the option to filter their data by inactive or active agents.
Please note that this change can impact any data automation processes you may have in place (i.e. running macros in Excel).
The new agent state field will be included in a column right after the agent’s email column and will display values of either “true” or “false” depending on the agent state at the time the report is run (it is not an historical value).
To accommodate for this new addition in the User Status API, we will also be adding an “is_user_active” parameter in the results provided for each user. As a reminder, additions of a new field in the API is considered a backwards compatible change that should be accounted for when building against the Talkdesk API.
The above changes will be visible to all customers by Monday, December 11.
Please see below the new list of headers for the affected scheduled reports.
New Agents report:
Agent Name
Agent Active?
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
Agent Active?
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
New Agent Status Report:
Agent Name
Agent Active?
Status
Start Time
End Time
Duration
If you have any questions or concerns, please reach out to your Customer Success Manager or support@talkdesk.com.