Reporting Data Access and Visualization

In an era where data has become the essential fuel for innovation and growth, the data access period on a platform plays a crucial role in an organization's ability to harness the full potential of available information.

If you need to set a different period to access your account’s reporting data than the default, you can set it in Admin-Preferences-Metrics Settings (if you want to know how, please click here or check our FAQs). If this setting is specified, that period will be in place when accessing and viewing the data. 

If this setting is not defined the default behavior will apply:

You can extract any historical data from your account in the Explore UI, with a maximum of 13 months per extraction, in the following default reports and dashboards:

  • Agents Report
  • Agents Status Report
  • Calls Report
  • Contacts Report
  • Contacts' Ring Groups Summary Report
  • Contacts' Volumes and Durations by Day of the Week
  • Contacts' Volumes and Durations by Hour of Day
  • Digital Interactions Report
  • Digital Messages Report
  • Digital Contacts Report
  • Feedback Flow Report
  • Feedback Report
  • Messaging Traffic Report
  • Messaging Contacts Report
  • Outbound Dialer Calls Report
  • PM Results Analysis Report
  • Proactive Outbound Campaign Records Report
  • QM Evaluation Analysis Report
  • Ring Attempts Report
  • Ring Attempts Summary Report
  • Studio Flow Execution Report
  • Tags Breakdown Report
  • Teams' Contacts Summary Report
  • Users' Contacts Summary Report
  • WFM Schedule Adherence Report
  • WFM Default Timeseries Report
  • Agent Contacts' Volumes and Durations
  • Agent Sentiment
  • Calls
  • Contacts' Service Level
  • Digital Engagement
  • Digital Engagement: Chat Channel
  • Digital Engagement: Email Channel
  • Digital Engagement: SMS Channel
  • Digital Engagement: Default Dashboard
  • Inbound Contacts' Volumes and Durations
  • Inbound
  • Number Details
  • Outbound Contacts' Volumes and Durations
  • Outbound
  • Recent Activity Multichannel
  • Ring Attempts
  • Service Level

You can extract the last 13 months of data from your account in the Explore UI, in the following default reports and dashboards:

  • Account Breakdown Report
  • Activity Report
  • Agent Assist Recommendations Report
  • Agents Breakdown Report
  • Agents Inbound Dispositions Report
  • Agents Outbound Dispositions Report
  • Agents Status Report
  • Billing Usage by Contact Country Report
  • Billing Usage by Phone Number Report
  • Billing Usage by Ring Group Report
  • Billing Usage by Usage Type Report
  • Billing Usage Cost Report
  • Billing Usage Transactions Report
  • Inbound Dispositions Report
  • Numbers Breakdown Report
  • Numbers Inbound Dispositions Report
  • Numbers Outbound Dispositions Report
  • Numbers Report
  • Outbound Dispositions Report
  • Patient Omnichannel Interactions Report
  • PM Improvement and Attainment Report
  • PM Results Trend Report
  • TD Phone Calls Report
  • Agent Details
  • Billing Dashboard
  • Case
  • Case SLA
  • Dispositions
  • Numbers
  • Outbound Dialer Campaigns
  • Recent Activity Multichannel
  • Sentiment

In Explore Create, you can extract any historical data from your account, with a maximum of 13 months per extraction, in the following datasets:

  • Contacts
  • Messaging Contacts
  • Messaging Traffic
  • Outbound Dialer Campaign Records
  • Performance Management Results Analysis
  • QM Evaluation Analysis
  • Ring Attempts
  • Studio Flow Execution
  • WFM Schedule Adherence
  • WFM Timeseries

You can extract the last 13 months of data from your account in Explore Create, in the following datasets:

  • Agent Activity Analysis
  • Call Analysis
  • Feedback Flow
  • Number Analysis
  • Performance Management Trend
  • Ring Groups (Queues) Analysis
  • User Status
  • WFM Schedules

 

In the Explore API, you can extract any historical data from your account, with a maximum of one month per extraction, in the following reports:

  • Audit Logs Report
  • Calls Report
  • Contacts Report
  • Calls Report All Data Status
  • Contacts Report All Data Status 
  • Explore Calls Report
  • Feedback Flow Report
  • Feedback Report
  • Messaging Contacts Report
  • Messaging Traffic Report
  • Outbound Dialer Calls Report
  • Quality Management Evaluation Analysis Report
  • Ring Attempts Report
  • Studio Flow Execution Report
  • User Status Report

For more information, please read our Talkdesk Explore documentation.

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