Voice Data, release notes

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