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Version 2025.05.23
Current Version Updates:
- Added Dynamic Reporting period selection throughout >> Dates / Rolling Days / Rolling Weeks / Rolling Months
- Added Call Type Category & Call Type filters throughout the report
*** Use of this filters may affect Net related calculations (Net Calls, Net FCFR etc.) - Added 'Calls created X days from equipment install date' report
- Added missing drill-throughs to 'Tech Labor Analysis' report
- Added KPIs to Custom Reports
>> Net Resolution hours (e-Auto)
>> Average Net Resolution hours (e-Auto)
*** Net Resolution coming from e-Auto may vary from our standard Resolution and Avg. Resolution calculations
>> Total Days ( Open >> Close )
>> Average Days ( Open >> Close ) - Added Call Assist visibility
*** Total Calls calculation accounts for call assists when reporting on tech level
*** Gross CPD Calculation accounts for call assists when reporting on tech level - Added Calls that a tech assisted on and calls a tech received assistance on the 'Tech Analytics' summary
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