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Explore - FAQ

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How can I control user access to Explore?

You can control the access rights for Explore in the Roles tab in the Admin section.

For accounts with the ability to create custom reports and dashboards, a "Create" permission is also available for controlling users' access.

 

What is Explore’s retention period?

The information is available through 13 months. For example, if I’m in January 31st 2021, I’ll be able to extract information from January 1st 2020 onwards. For the Studio Flow Execution Report, we are only able to show data from August 25th 2019 onwards.

 

How fast can Explore run reports and dashboards?

The speed at which the reports and dashboards return data is dependent on a few factors, including the timespan and volume of data that you are requesting. 

You should also keep in mind that software and applications running on your computer can negatively impact the speed of Explore. Applications such as video chat can take a considerable amount of processing power and memory.

 

How many widgets can be used on a single Explore dashboard?

Each Explore dashboard can have up to 25 widgets.

 

What is the minimum refresh rate for Explore dashboards?

Explore dashboards can be refreshed at a minimum of every 60 seconds.

 

What happens to data when a phone number is deleted from my account?

Data from numbers that have been deleted from an account still exist for Explore reporting.

 

Why does an agent's time in "On a Call" status not match exactly with the agent's handle time in “Contacts”?

These two metrics read from different systems. The status information is fed from the presence system. This data is used for agent status because if it were based on the Contacts system, you would not have insight into how an agent spent time while they were not handling contacts. 

The handle time for Contacts reads from the contacts system.

Because two different systems with different events are used, you may see some minor variances between the two data sets.

 

Which data set should you use?

 That depends on what you are trying to accomplish.

If you are trying to assess an agent’s availability, idle time, unavailable time, or utilization, you should use the agent/user status data.

If you are trying to assess an agent’s handle time, talk time, or ACW performance, you should use the Contacts time metrics.

 

Why do time metrics not always align between Calls and Contacts?

There are a couple of reasons this may occur:

  1. Some metrics in the Contacts data model were refactored. Examples of these include Talk Time and Abandon Time.

    In the Calls data model, Talk Time includes both time spent talking to the caller and time spent on hold. For the Contacts data model, these two time values are reported separately as Talk Time and Hold Time.

    In the Calls data model, abandon time includes both time in IVR and time in queue. In the Contacts data model, it only counts the time spent in queue before the person abandoned.

  2. These two data sets trigger from different back end systems, and because of this sometimes they are not triggered from the same events (specific events exist in one system that do not exist in the other).

  3. The Calls measurements assign all time values to a single agent, even if more than one agent handled the call.  The Contacts data apportions the correct time to each agent involved in a call.

 

What is the difference between Ring Time in the Contacts Report and Speed to Answer in the Calls Report?

These two metrics measure the same thing in the Talkdesk application - the amount of time it takes from the time the call started ringing agents to the time it was answered.

Note: Neither of these metrics aggregates the total ring time if more than one agent was rung with the same call at the same time.  The metric represents only the linear time from ringing to answered.

Because the Calls Report and Contacts Report are sourced from two different back end systems, each system may be listening for different events, which results in their minor variances.

 

Can I create Explore reports with more than one data set?

At present, multiple data sets within the same report for custom report creation is not supported.  However, Explore dashboards allow you to utilize more than one data set.

 

Why do callbacks count in Service Level?

Like other inbound contacts, the wait time for callbacks from the queue is measured between entering the queue and being connected with the agent. The logic behind this is simple: If the customer didn’t choose the callback option and instead waited on the phone for an agent, this time would be counted as wait time toward SL% calculation. The callback is simply a proxy for the caller’s physically waiting on the phone.

 

Why are callbacks showing up as abandons in reporting?

When you place a Reporting component before a Callback component, you are effectively telling the system that you want a new contact reported for a new queue.  Since the existing contact must be ended in order to start the new contact, it needs an end reason. Given that the first contact was in queue and the customer then physically hung up while in queue after requesting the callback, the system reads this as an abandoned call.

To remedy this, remove the Reporting component before the Callback component.



What’s the difference between Inside Service Level and Within Service Level?

Inside service level gives an indication of whether or not a contact was within the wait time threshold set in the Admin settings. The Inside Service Level applies to answered contacts only.  This is the metric used to calculate the service level metric for the contacts data model.

Within service level measures the but it applies to all contacts, rather than just answered contacts. This dimension exists to enable you to create a different service level metric than the standard definition, if desired.

 

What is the start day of the week for Explore reports?

The week starts on Sunday for Explore reports.

 

Do pre-queue calls generate a contact for the contacts data model?

Because the call has not yet reached a queue, a contact is not created. This means pre-queue activity (IVR) is not available in the contacts data model.  This information can be obtained using the Calls data, however.

 

Why is the Ring Group null (blank) on my contacts report/dashboard?

The ring group field in the contacts data will be blank in the following situations:

  1. The contact is for a direct line because ring groups are not used for direct lines.
  2. An agent transfers directly to another agent where no queue time is involved.
  3. You are using Nexus (attribute-based) routing, and you have not included a Reporting component in the flow to identify which queue (ring group) to report for the contacts.

 

Are short abandoned contacts included in the standard abandoned contacts and abandon rate metrics?

By default, the abandoned contacts and abandon rate metrics exclude short abandons.

 

Why can’t I see data before a specific date in reports?

If the data is within the last 13 months, the reason for data not appearing is likely due to the data retention settings on your account. The data may no longer be available based on the customizable data retention period set on your account.

 

How many rows are displayed in the Explore report UI?

By default, Explore returns the first 5,000 rows of a report.

 

Why is there a limit on the number of rows to display in the Explore UI?

This is a system constraint designed to prevent poor performance resulting from a larger data set being returned automatically.

 

Can I change the number of rows to display in the Explore report UI?

Because this is a system constraint to prevent poor performance of larger data sets being returned automatically, the number of rows to display in the Explore report UI cannot be modified.

 

Is there a limit to the number of rows that can be in a scheduled report in Explore?

Because scheduled reports are available in CSV format, there is no row limit. Microsoft Excel does have a row limit, so please keep that in mind if you are working with your data in Excel.

 

Why are there calls in queue while agents are showing as available?

 

How contacts are reported in a particular queue.

 

The ring group (sometimes referred to as the “contact ring group” or “queue”) is the ring group under which contacts are reported.  By default, this ring group is the ring group from the first Assign & Dial (A&D) component in the branch of the flow.  However, if a Reporting component is used in the flow, it will override the default designation with the value you set in the Reporting component.

 

Contacts moving through Studio flows

As a contact moves through a flow, it may go through several A&D components seeking eligible agents to whom the contact can be routed. If the flow admin did not add the ring group(s) from the first A&D component to all subsequent A&D components in the branch, the routing engine ceases trying to assign the contact to the group of agents from the first A&D component.

As a result, it is possible that a contact has moved past the first A&D component to attempt assignment to agents with other ring group assignments, leaving the agents from the first A&D component idle while contacts are showing in queue.

 

Example:

A call enters the flow and reaches the first A&D component, which is looking for agents with the “Billing” ring group assignment. No Billing agents are currently available, so the call continues in the flow. This call will show as a contact in the Billing queue because that’s where it arrived--the first A&D component (or the ring group specified in the Reporting component).

Eventually, the call reaches an A&D component looking for agents with “Support” ring group assignment as an overflow step. However, the flow admin did not include the Billing ring group in this component, so the flow is no longer looking for Billing agents.

In the meantime, the Billing agents have finished the calls they were handling. The call that is waiting in the Billing queue won’t be routed to them because the current A&D component is looking for agents with the “Support” ring group assignment; it’s not looking for agents with the “Billing” ring group assignment.

The result is a call waiting in the Billing queue while Billing agents sit idle.

 

Why does the agent field show "If-No-Answer Agent" in the report?

Studio Routing

When a call is forwarded to Talkdesk number or external number via the Studio Forward to External component, the agent name will be populated with “if-no-answer”.

Classic Routing

When the “if-no-answer setting” is enabled and the call is routed to an external number because no agents are available, the agent name will be populated with “if-no-answer”.

 

Why does the agent field show "Forwarding Phone Number" in the report?

If the agent has the External Phone Number setting populated in his/her profile, the system will ring that agent on the phone number designated. This will populate “Forwarding Phone Number” in the agent field on reports.

 

Why does the agent field show "External Phone Number" in the report?

The Agent field on the Calls report will display “External Phone Number” if the call is transferred to an external phone number. If a transfer is made to another Talkdesk number, it is still considered an external transfer.

 

Why do deactivated/deleted agents still show up in report filters?

When any record is deleted in Admin (users, ring groups, numbers, etc.) the data is retained for historical reporting purposes. This means that records that have previously been deleted will continue to be visible in reports and filters.

 

Why doesn't the Inbound Contacts report have a filter for Team?

The Inbound Contacts widget shows all inbound contacts, regardless of how they ended: answered, abandoned, short abandoned, voicemail, and missed.

When a team filter is applied to a widget, it is filtering for the agents assigned to a team. Given that agents are only present on contact records if the contacts were answered, filtering by team would remove visibility to all the other inbound contacts where no agent was involved; i.e., arrived contacts, abandoned contacts, and missed contacts, as well as their related metrics such as abandon rate and service level %.

This widget is meant to show all inbound contacts for a ring group (queue), regardless of any agent involvement.

 

If a Studio flow call is routed to an external number, does it create a new contact?

Yes.

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