Released: 09.02.2023
Scope
Consolidated baseline release for different variations of call details -export
All customers will have the same structure in the data exports
Changes included to the Voice Data integration specification and communicated to customers
Following information included in "call details" data export for all customers:
event_ts - exact timestamp of the event.
queueid - id of the service pool.
directcallwaittime - waiting time for direct calls.
Released: 13.10.2022
Scope
Queue Id field to be added to the data exports
Queue Id info will be added to service call, service call details, calls extended and call details data exports, after the last column.
Integration description update
Integration description updated to sync with column names in the actual exports
Released: 07.10.2022
Scope
Scheduling change for daily data export generation
Daily data exports will be scheduled to be generated 03.00 (UTC 0), 06.00 Helsinki time.
This will fix the issue with some unfinished calls not being included in the daily data exports
Released: 12.01.2022
Scope
Additions to call details data set
Waiting time for direct calls
Waiting time in IVR, new field, IVR waiting time
Correction to event timestamp to include exact timestamp of the events
RowId field for IVR events
Initial base release
Available data sets
Service calls
Each individual service call as unique row, with basic metrics
Direct calls
Each individual direct call as unique row, with basic metrics
Combined service and direct calls
Combination of service and direct calls, as unique rows, with extended metrics
Call details
All events related to each call as unique row, e.g. call allocated, call answered.
Call clasifications
Clasification information attached to the calls from BeneDesk
Callback information
Call back related call information