The GoTo Community is currently experiencing some technical issues affecting new posts and comments. You may need to reload the page you are on before you can post a comment. We are actively working with our service provider and apologize for the frustration.

Forum Discussion

jstrittmatter's avatar
jstrittmatter
Active Contributor
3 years ago
Solved

Call Analytics Update. New Fields?

I see the Call Analytics Queue Caller export has changed.  Will there be an update to the documentation for the changes?  The current support article does not reflect the changes.  Several fields have been added to the queue caller grouped by data report.  This presents an issue for anyone who regularly exports the data and then uses Excel to pull reports.  If there could be some notification of these changes as well as the updated documentation when the changes take place, that would be extremely helpful.   

 

An example:

previously, there were only 9 columns of data, and now there are 26.  Previously, there was a column labeled "Average time in queue (s)," and in the new export, it does not exist, but I assume was renamed to "Average speed of answer (s)".  

 

Just providing a heads-up of the upcoming changes would be appreciated.

Contact Center
  • GlennD's avatar
    GlennD
    2 years ago

    Hi kdurham1, welcome to the community.

     

    I believe the definitions you are looking for are listed under Exporting the Queue Caller Board in this new support article: Queue Caller Board 

5 Replies

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi kdurham1, welcome to the community.

     

    I believe the definitions you are looking for are listed under Exporting the Queue Caller Board in this new support article: Queue Caller Board 

  • kdurham1's avatar
    kdurham1
    New Contributor
    2 years ago

    Can anyone share where I can find the definitions for the Call center report fields?

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    For clarity, the new fields that have been added are: 

    • Conversation Space Ids
    • Dialed number
    • Dialed number name
    • Direction

    There will be no more additions planned for now.

     

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    Hi jstrittmatter,

     

    I apologize for the surprise. At the end of last week we released a new Contact Center report Queue Caller Summary - by Queue to a subset of accounts. To ensure a consistent and user-friendly experience, we are making adjustments to the column order in the existing exports. This change was necessary due to the addition of new columns. By organizing the columns in this order, we aim to improve the overall usability.