Agent Insights Formatted CSV Option

A new Agent Data Formatted option is available when exporting data to a CSV file in Reports > Insights > Agents that allows the data in the CSV file to be formatted more like it is returned in the table in the Reports user interface based on the configured Display Options. The following formats will be applied:

- The decimal precision of numeric fields

- The configured units on duration fields (hours, minutes, etc)

- Percent fields

- String fields will be escaped

The formatted export option is only available in Agent Insights and is not available for other CSV exports (Closed Conversations, Agent Sessions, etc.)

Affected Users: Manager, Administrator