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Talkdesk® New Data Model and Datasets leverage the best use of data for your organization, transforming data into valuable information. 

Talkdesk Explore™ Reports for the New Data Model, along with the filtering options available, allow you to easily identify and visualize the data you need, in a clear and structured view to ease understanding. The reports can be exported (through the download, send or schedule options) providing you the required basic information to set up an ad-hoc analysis; thanks to the Create feature, you can also build your own reports (and dashboards)

With Explore you can store or share the current data by downloading or sending a report by email, to your own address or someone else’s address. With scheduled reports, you can build, schedule, and deliver any report to the right audience on a customizable cadence.

For more detailed information on all the reports and dashboards mentioned in this article, please consult the Data Dictionary.

For more information about the New Data Model, please refer to the FAQ.

 

Contacts Report 

The available filters are:

• Contacts Ring Group.
• Company Number.
• Finish Timestamp.
• Start Timestamp.
• Timezone.
• Contact ID.
• Contact Type.
• Inside Business Hours (Yes / No).
• Interaction ID.
• Team Name.
• User Name.

For more details, please refer to Data Dictionary.

The Contacts Report is a pre-built report with dimensions that result from the New Data Model. This report contains all the dimensions available for this new data paradigm; the contacts allow you to detail and dig deeper into your analysis with your preferred spreadsheet tool.

To better understand how this report can add value to your organization, with new dimensions, let’s use as an example the dimension “Transfer Out”: Transfer Out = No (when the contact is not transferred) versus The Transfer Out = Yes (when the contact is transferred). 

This transfer can be done in two ways:

• Warm transfer: when the agent speaks to the contact person before completing the transfer and without being heard by the first caller. 
• Blind transfer: when the agent is passing on the call without first speaking to the contact person that is going to receive it. 

This new dimension allows you to easily identify which contacts originated a transfer and provides detail on the queues that are more prone to trigger a transfer to other Ring Groups/Queues. For instance, is the Ring Group “Support” the one originating more transfers?

There is also the “Transfer In” dimension that will tell you if the contact origin was a transfer. Again, along with the Ring Group, you can understand which Ring Group is receiving more volume due to the transfers that are made.

 

Ring Attempts 

The available filters are: 

• Date.
• Timezone.
• Attempt Type.
• Contact ID.
• Interaction ID.
• Team Name.
• Name.

For more details, please refer to Data Dictionary.

The pre-built Ring Attempts report has dimensions that allow you to detail the performance of your agents, and their behavior for each Ring Attempt that tried to reach them. Let us highlight a couple of the new dimensions that enrich your analysis:

• Ring Attempt Type: represents the outcome of each Ring Attempt, “answered”, “ignored” and “rejected”, and which translates directly what was the agent behavior.
• Contact ID: a unique identifier that allows you to match with information collected in Contacts-related Dashboards and Reports.

 

Contacts’ Ring Groups Summary 

The available filters are:

• Start Timestamp.
• Timezone.
• Breakdown by Ring Group.
• Direction.
• Inside Business Hours (Yes / No).

For more details, please refer to Data Dictionary.

The dimensions of this report are aligned with the New Data Model:

• Inbound Contacts % Abandoned Contacts.
• Inbound Contacts % Answered Contacts.
• Contacts AVG Hold Time.
• Outbound Contacts % Connected Contacts.
• Inbound Contacts % Missed Contacts.
• Outbound Contacts % Not Connected Contacts.
• Inbound Contacts Total Inbound Contacts.
• Outbound Contacts Total Outbound Contacts.
• Inbound Contacts % Transfer In.
• Contacts % Transfer Out.

This report offers an overview of the detail of ring groups, gathering relevant data that helps your organization evaluate the performance of your contact center’s queues, as well as identify and follow the track of the contacts. 

With the New Data Model in mind, it will be more straightforward to identify the outcome of the contacts, the volume of contacts, and the performance. To better understand how interactions are moving through your organization, the New Data Model records queue-specific data at the contact level.

 

Contacts' Volumes and Durations by Day of the Week 

The available filters are:

• Start Timestamp.
• Timezone.
• Breakdown by Ring Group.
• Direction.
• Inside Business Hours (Yes / No).

For more details, please refer to Data Dictionary.

The measures of Contacts' Volumes and Durations by Day of the Week Report are:

• % Abandoned Contacts.
• % Answered Contacts.
• AVG Handle Time - seconds.
• % Connected Contacts.
• % Missed Contacts.
• % Not Connected Contacts.
• Total Contacts.
• Total Inbound Contacts.
• Total Outbound Contacts.
• % Transfer In.
• % Transfer Out.

The Contacts' Volumes and Durations by Day of the Week Report specifically focus on grouping information by day of the week, so you can have a quick recap of the week’s highlights. This report provides visibility not only of the volume, but also of the contacts’ duration. 

Based on the New Data Model, you can have, for instance, a clear idea of the Average Handle Time (AHT) for each day of the week. The goal of this AHT metric is to help with staff analysis and forecasting. 

 

Contacts' Volumes and Durations by Hour of Day 

The available filters are:

• Start Timestamp.
• Timezone.
• Breakdown by Ring Group.
• Direction.
• Inside Business Hours (Yes / No).

For more details, please refer to Data Dictionary.

The measures incorporated are:

•  % Abandoned Contacts.
• % Answered Contacts.
• AVG Handle Time - seconds.
• % Connected Contacts.
• % Missed Contacts.
• % Not Connected Contacts.
• Total Contacts.
• Total Inbound Contacts.
• Total Outbound Contacts.
• % Transfer In.
• % Transfer Out.

With this report, you have access to an approach that organizes the information based on a time unit: Hour of Day. The Contacts' Volumes and Durations by Hour of Day Report contain the analysis by hour of the day (please note that, with the New Data Model, the information is collected based on the start time of the contact). The analysis is combined with the measures of the New Data Model to show the volume of contacts and their performance. 

 

Ring Attempts Summary 

The available filters are:

• Date.
• Timezone.
• Team Name.
•  Name.

For more details, please refer to Data Dictionary.

The overview of this report gives information regarding the measures for Answered Ring Attempts:

• % Answered Ring Attempts.
• Ignored Ring Attempts.
• % Ignored Ring Attempts.
• Rejected Ring Attempts.
• % Rejected Ring Attempts.
• Total Ring Attempts.

The Ring Attempts Summary Report is an overview of the ring attempts data, allowing you to check information about the agents’ performance by analyzing the rates of ring attempts outcomes for each member of your team. The measures of this report are also based on the New Data Model, since the Ring Attempt is the breakdown of the contact, that is, each piece of the contact that tried to reach every agent available at that moment.

Teams’ Contact Summary 

The available filters are:

• Start Timestamp.
• Timezone.
• Direction.
• Inside Business Hours (Yes / No).
• Team Name

For more details, please refer to Data Dictionary.

The measures of the Teams’ Contact Summary Report are as follows:

• % Answered Contacts.
• AVG ACW time - seconds.
• AVG Handle time - seconds.
• AVG Hold Time - seconds.
• % Connected Contacts.
• % Not Connected Contacts.
• Total ACW time.
• Total Contacts.
• Total Handle Time.
• Total Hold Time.
• Total Inbound Contacts.
• Total Outbound Contacts.
• % Transfer In.
• % Transfer Out.

The Teams’ Contact Summary Report provides an overview of the team’s performance regarding the contacts handled: for instance, what is the average time for a contact to be on hold, and how long does it take on average to handle a contact. This information will guide your organization to set the necessary improvements for your agents and train the teams to improve customer experience. Being also a report based on the New Data Model, the measures “Transfer In” and “Transfer Out” offer details on the percentages of the contacts that are transferred by the team (Transfer Out %), and the contacts that are transferred to and handled by the team (Transfer In %). 

Users’ Contact Summary 

The available filters are:

• Start Timestamp.
• Timezone.
• Direction.
• Inside Business Hours (Yes / No).
• Team Name.
• User Name.

For more details, please refer to Data Dictionary.

The measures of the Users’ Contact Summary Report are the following: 

• % Answered Contacts.
• AVG ACW time - seconds.
• AVG Handle time - seconds.
• AVG Hold Time - seconds.
• % Connected Contacts.
• % Not Connected Contacts.
• Total ACW time.
• Total Contacts.
• Total Handle Time.
• Total Hold Time.
• Total Inbound Contacts.
• Total Outbound Contacts.
• % Transfer In.
• % Transfer Out.

The Users’ Contact Summary Report highlights the user performance and easily identifies the team to which the user is allocated. This report contains new metrics of the New Data Model and, combined with others, show us detailed information about the performance of the agent for both handled inbound and outbound contacts. 

 

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