We would like to request an enhancement to the exported Excel reports from the Analytics platform. The goal is to improve readability and usability by organizing the data into a more intuitive and informative format that closely aligns with the operational needs of our teams.

When reports are generated via Excel, the layout should include the following columns in the specified order:

Dialed/Called Number (DNIS) – This should display the DID that the customer dialed.

To Name – Label or name associated with the queue or line.

Answered By (User Name) – The user/agent who answered the call.

Answered By Extension Number / Extension ID – The extension of the answering user.

Queue Name – If applicable, the name of the queue the call passed through.

Duration (seconds) – Total duration of the call in seconds.

Call Type – The type/category of the call (e.g., inbound, outbound, internal, missed).

Business Justification:

Enables easier tracking and auditing of call flow.

Simplifies reporting for stakeholders by displaying all critical information in one view.

Facilitates better understanding of call distribution and agent performance.

Reduces manual effort currently required to restructure or analyze reports.

Priority: Medium to High (based on reporting and compliance needs)