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Using Talkdesk for Slack within Talkdesk Live

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Talkdesk for Slack brings a new level of empowerment to call center supervisors, by providing a real time notifications alert system that also interacts with Talkdesk Live.

While monitoring calls and agents’ activities in Talkdesk Live, supervisors can use the Slack integration to immediately alert all agents in an Away status that there are currently 10 calls in the waiting queue (agents using Slack on their mobile phones will also get notified). They can also use it to alert an agent who has forgotten to change the status to “Ready” after a call, break or lunch and remains in the previous status for an unexpectedly long period of time. Or to remind one or all agents currently on a call not to forget to mention the ongoing monthly sales, to mention but a few examples.

 

Sending group messages

To send a Slack message directly from Talkdesk Live to all agents, all agents in a specific status, or all agents currently on a call or assigned to the ring groups of your calls currently in the waiting queue, follow these steps:

  • Click the Agents - Online or the Live Calls widget to see a list of all online agents or calls currently Queued or In Progress.
  • Filter your agents and calls by ring group or type (Agent status or calls In Progress or Queued) to further refine your results.
  • Click the “Send Group Alert” button to send a message to all online agents currently on a specific status, on a call, or assigned to your selected ring group(s) for calls currently in the waiting queue.

Note:  The "Send Group Alert" functionality will only be available if the agent has the same email in Talkdesk and Slack.

  • Type your message in the text box.
  • Press "Send now".

Your message is immediately sent to the selected group of agents via Slackbot: 

 

Sending messages to an agent currently on a call

To send a Slack message to a specific agent who is currently on a call follow these steps:

  • Click the Live Calls widget to see a list of calls currently In Progress.
  • Select the ‘Actions’ button next to the call being taken by the agent you wish to send a message to (this will display a drop down list of the actions available for supervisors to take on this particular call).

  • Click the “Send Alert” button to send a message to the agent currently handling the call.

Note:  The "Send Alert" functionality will only be available if the agent has the same email in Talkdesk and Slack.

  • Type your message in the text message box and press the "Send now" button:

 

Coaching agents

To coach an agent who is currently on a call follow these steps:

  • Click the Live Calls widget to see a list of calls currently In Progress.
  • Select the ‘Actions’ button next to the call being taken by the agent you wish to coach.
  • Select the 'Monitor Call' option.

Supervisors will see a Talkdesk for Slack “Coach” button allowing them to send a customizable Slack message to the agent taking the call:

  • Simply type in a message and press "Send Message":

Similar to call barging, Talkdesk for Slack’s coaching feature allows supervisors to provide guidance to agents behind the scenes as calls are occurring, without customers hearing. If direct intervention is needed, supervisors retain the option to barge in on the call.

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