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New 'Agent Active' Field for Agent Reports

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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:

Agents_Report.png

  Agent Name

  Email

  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:

Agents_Breakdown_Report.png

  Agent Name

  Email

  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:

Agents_Status_Report.png

     Agent Name

     Email

     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.

 

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