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.