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.