NocTel Flow

•  Fixed an issue in which multiple field filters were being applied to the same reports causing disjoint filter results in certain reports. This was most commonly manifest as selecting valid field values then seeing no matching data even though the filters applied were valid and matching data does exist. This release effectively rolls back v1.0.20200527.

NocTel Flow

•  Added fields to Agent Calls reporting that indicates how many calls that originated Inbound and/or Outbound (dependent on the Call Direction filtering setting) were transferred by the Agent. This was added to better inform supervisory users of agents who may potentially be mishandling calls. This implementation also lays the groundwork for future potential reporting uses.

NocTel Flow

•  Call Volume related reporting will now include an All option, which condenses all the data filtered on into a single group providing an overall total in every variation of the report. Be mindful that for reports that use a tabular format, this will cause the Subtotal and Grand Total to be identical as there is only one group to evaluate.
•  Found a few aggregation fields that did not provide a default zero value in the event the aggregation evaluated to NULL. This was causing some fields exposed in tabular reports or as tooltip info to display nothing, which can be unsettling.
•  Found heat mapping was not applied where it could and should be in some tabular reports for some customer accounts.

NocTel Insight Knowledge Base

•  Improved the standard reporting pages for NocTel Talk and NocTel Flow to provide explanation of what the reports are calculating, variations of visualization, and an example output where applicable.

NocTel Flow

•  Added Team based filtering and tooltips to many Flow Operations standard reports. If a report can filter on applicable Agents, it can filter on Team as well.
•  Reordering of some reporting fields and tooltips for better organization and in some cases more intuitive hierarchy nesting. This does not affect what fields are included in Crosstab (CSV/Excel) exports, just the visual presentation in tabular reporting. An example of this would be in the Queue Assignment report, which now nests all agents according to Queue then Assigned Team.
•  Added Assigned Team field to Queue Assignment Flow report. This will create a nesting hierarchy of all agents who are assigned to the applicable Team(s).
•  Added Team field to Talk Time Flow Operations reports. This will create a nesting hierarchy that implicitly groups any selected Agents under the same Team provided the Team is included in filtering.
•  Added Longest Wait Time aggregation field to Call Volume reports in Flow Operations standard reporting. This helps put a better perspective on the Average Wait Time. We generally do not care much for the Shortest Wait Time as we know what the smallest possible value is. Longest Wait Time over an interval could indicate an extreme outlier juxtaposed against the Average. This generally makes for more interesting and useful comparison.
•  Added documentation providing guidance on certain Flow Operations standard reports for interpretation.
•  Added a Status Changed By filter option in Agent status activity reporting for Flow Operations. This allows a user to see all status changes (and durations) that were performed at large, by the agent or a supervisor manually, or specifically only by Flow automatically. This helps give some perspective on how much of a reported agent's status times and status changes are occurring as a normal course of operation.

NocTel Insight Knowledge Base:

•  Modified layout of this page to provide appropriate context of where changes have occurred.

NocTel Flow

•  Refactoring of reporting fields for NocTel Talk.
•  Improvements to NocTel Flow standard reports to provide subtotals and totals in tabular reports where appropriate.

NocTel Flow

•  Found the calculations for Average Talk Time and ACD (Sec) in Talk Time Flow reports are inaccurate as the two columns were using different criteria to evaluate the metric. A slight change was made to the logic of the fields and replaced the incorrectly and inconsistent logic causing the issue.

NocTel Talk

•  Modified Numbers on Account to add info on what the Confirmed column indicates.
•  Added informational tooltip fields to Accounts on Extension to inform on when extensions where added/deleted.

NocTel Insight

•  Rough designing of standardized reporting dashboards intended to be oriented toward different varieties of users to simplify reporting navigation. e.g.: an operations user who is concerned with whether extensions are online doesn't necessarily care how many calls occurred on the account.

NocTel Talk & Flow

•  Added support for major US domestic time zones. This currently does not specifically address states like Arizona which do not observe DST or other domestic regions that may be the exception in an otherwise well-defined geographic region/time zone.

NocTel Talk

•  Removed the data selectors for Phone Numbers on Account as in many cases you would need to set a very distant Start Date to get results. Because Start Date and End Date parameters are universally used in the reporting workbook, this can cause undesirable navigation between reports. For Phone Numbers on Account the default behavior is to list all numbers on the account (owned by the account)

NocTel Talk

•  Added reporting capability to audit Extension Classes. This will result in the same Extension being listed multiple times if the same Extension is assigned to multiple classes on the account.
•  Address possibility of duplicate rows returning for tabular report showing only different Active statuses in the Account.
•  Unified the Relative Date selection parameter on all NocTel Talk reports. Setting the relative date will carry over to other reports within the same reporting workbook. It will not carry over if viewing NocTel Talk reporting then transition to NocTel Flow reporting or vice versa.
•  Condensed Call Volume by Extension and Phone Number (and relative date counterparts and dual axis comparisons) into a single report that toggles between the dimensions. The original individual reports have been kept as they provide a bit more unique data than the generalized results in the toggle report.

NocTel Talk

•  Added additional dual axis chart variations of reports. Dual axis reports will not include subtotals or overall totals.

NocTel Insight Knowledge Base

•  Added documentation noting Insight reporting data is not to be interpreted as billing data. Please do not confuse or otherwise misconstrue Insight reporting data for billing data for the purpose of calculating your own bill or comparing to received invoices. Refer to the FAQ article regarding this: The Number of Billables for My Organization's Invoice Does Not Match the Reporting Data

NocTel Insight Knowledge Base

•  Added documentation explaining Insight's method of sorting (read: Not Excel-like).

NocTel Talk

•  Combined primary metrics of interest in several places into dual axis visualizations that illustrate relationships with high affinity like call volume and minute usage.
•  Discovered some aggregates were being calculated in respect to the wrong scope.
•  Discovered that a numeric calculation may return NULL, which isn't usable in a numeric calculation scheme or used in other related aggregations (e.g.: avg call volume). This has been fixed to use a value of 0 instead of NULL where applicable.

NocTel Talk

•  Added Call Volume reports for both NocTel Talk and NocTel Flow to plot call volume over time.
•  Updated report names to be a little friendlier for relative dates. Added brief descriptions that accompany the title and tips for best practices.
•  Added Grand and Subtotals to certain tabular reports. Subtotals and Grand Totals must be numerical and do not interpret from or back into time-format. This means metrics such as average talk time are reported in terms of seconds rather than a time-format such as "00:03:45". 

NocTel Flow

•  Added Call Volume reports for both NocTel Talk and NocTel Flow to plot call volume over time.
•  Updated report names to be a little friendlier for relative dates. Added brief descriptions that accompany the title and tips for best practices.
•  Added Grand and Subtotals to certain tabular reports. Subtotals and Grand Totals must be numerical and do not interpret from or back into time-format. This means metrics such as average talk time are reported in terms of seconds rather than a time-format such as "00:03:45". 

NocTel Talk

•  Implemented a number of unified filters. These will crop up in one of two ways: Filters that apply across all reports within the same reporting workbook or filters that apply across directly related reports within the same reporting workbook. Typically reports that have an explicit date range and a relative date counterpart letting you jump between the two without needing to reset the same filters between.
•  Refactoring of NocTel Talk service reporting. Namely applying heat mapping to each column separately and adjusting view max width to be relative. Created relative date based reporting for nearly all reports within this reporting workbook.

NocTel Flow

•  Implemented a number of unified filters. These will crop up in one of two ways: Filters that apply across all reports within the same reporting workbook or filters that apply across directly related reports within the same reporting workbook. Typically reports that have an explicit date range and a relative date counterpart letting you jump between the two without needing to reset the same filters between.

•  Fixes to presentation and logic that introduced inconsistencies in certain reports:
  • One report was mistakenly combining the relative date filtering together with the absolute date filtering.
  • Modified data source logic to pull the Flow agent or supervisor's manual status change Activity Address singularly.
  • Some reports using "Total for This" for individual pane subtotals were only showing the label and subtotal without drawing the reference line on the plot itself

NocTel Insight Knowledge Base

•  Many additional documentation sections added for this KB.

NocTel Flow

•  Heat mapping has been implemented for several tabular NocTel Flow reports. Each column/field is evaluated overall in the full rendered data range separately. That is, the heat mapping applied isn't directly comparing and shading Inbound Calls relative to Outbound Calls. Some things to be aware of for this:
  • While several columns/fields use the same legend color banding, they are not being compared to one another. This was done to prevent chromatic overload making the heat mappings unpleasant to look at and may be unfriendly to colorblind users.
  • Reports that provide both an Average Talk Time as a time-format and in seconds necessarily need both columns present. In time-format Insight cannot interpret the values in the context of "time as a number" and therefore can't be measured.
•  Adjusted the view sizing perspective to always adhere to Fit to Width. Several reports were defaulting to a standard perspective, which does not make consistent good use of screen real estate.

NocTel Talk

•  Adjusted the view sizing perspective to always adhere to Fit to Width. Several reports were defaulting to a standard perspective, which does not make consistent good use of screen real estate.

NocTel Flow

•  Refactoring of numerous NocTel Flow reports to make usage of filters with many possible options more manageable. In most cases this will present an Apply and Cancel button when changing selections. In some cases options may not display if selecting the filter option will have no effect on filtering the resulting data set.
•  Refactoring of bar and line chart visualizations to try to prevent the running together of individual bar totals at the top of the bar/line with the overall total over the entire interval.
•  Refactoring of value labels on bar and line charts. Rather than showing a single value for the summed bar as a whole, the individual constituting stacked parts are individually labeled. The overall total per summed bar is kept visible.
•  Filters have been renamed to better reflect what they are filtering on to more effectively guide the user.
•  Added relative date counterparts to almost every NocTel Flow report.

NocTel Talk

•  Refactoring of bar and line chart visualizations to try to prevent the running together of individual bar totals at the top of the bar/line with the overall total over the entire interval.
•  Refactoring of value labels on bar and line charts. Rather than showing a single value for the summed bar as a whole, the individual constituting stacked parts are individually labeled. The overall total per summed bar is kept visible.
•  Filters have been renamed to better reflect what they are filtering on to more effectively guide the user.