Voice Data, release notes

Voice Data 1.4 (CURRENT RELEASE)

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.

Voice Data 1.3

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

Voice Data 1.2

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

Voice Data 1.1

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

Voice Data 1.0

  • 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

 

 

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