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Release Notes | Talkdesk Explore
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Talkdesk Explore™ is a business intelligence tool that delivers easy-to-consume performance reports and dashboards to inform data-driven decisions. For more information, please visit our Talkdesk Explore documentation.

Release Notes prior to the last listed date can be found here (login required).

 

December 4, 2024

On Wednesday, December 4th, 2024, we will release the following enhancements for Talkdesk Explore™:

New

  • Conference participants on Contacts Report: As we release the new ability for Agent to drop from conference calls after adding other participants, the Contacts Report will now show a new line for each participant added to the call. These new lines will be identified with new Transfer Types “Guest” or “Host”.

For more information on the new ability for Agents to Leave a conference, please check Conversations Voice KB

For more information about the Contacts Report in Explore, please read our documentation.

 

 

November 14, 2024

On Thursday, November 14th, 2024, we will begin the progressive rollout of a new feature in Talkdesk Explore™:

  • Share Custom Dashboards.

You can now share your custom dashboards with one or more Explore users, with a one-click experience that makes data accessibility easier. 

 

Plus, you will be able to:

  • Manage sharing permissions (add/remove viewers) for each of your custom dashboards.
  • Edit your custom dashboard, with all the changes automatically reflected in the user account that has view access to your dashboard. 
  • Easily find all the custom dashboards shared with you under “Dashboards shared with me”.
  • Be notified when a new dashboard is shared with you.

How can you share custom dashboards?

  • The owner is the user that created the custom dashboard, and the only one with “share” permissions to it. 
  • The receiver is the user whom the dashboard was shared with. The owner creates and stores the dashboards on the Explore landing page under the “My dashboards” section.  

After creating a dashboard, you can open and share it by using the Share button and selecting the users that will receive the dashboard.

The receiver has access to the shared dashboard on the Explore landing page, under the new “Dashboards shared with me” section.

 

Notes: 

  • Access to this feature requires access to the “Create” feature.

For more information, please visit our Talkdesk Explore documentation.

 

October 29, 2024

On Tuesday, October 29th, 2024, we will begin a progressive rollout of a new feature for Talkdesk Explore:

New:

  • Nested Dispositions on Calls Report: Now customers can access the new Disposition Set and Nested Disposition fields on the Calls Report.

For more information on Explore changes, please consult our documentation on Talkdesk Explore. For details on the Nested Dispositions feature, please check the release notes.

 

October 28, 2024

On Monday, October 28th, 2024, we will release a progressive rollout of a new feature on Talkdesk Explore™ that allows the storage of custom data related with Talkdesk interactions.

New:

  • Custom fields: Now you can capture data from internal and external sources and relate them with Talkdesk interactions.

For more information, please read this KB Article.

 

October 7, 2024

On Monday, October 7th, 2024, we will begin a progressive rollout of a new feature for Talkdesk Explore:

New:

  • GDPR Status Report on Explore: Now customers can access a General Data Protection Regulation (GDPR) status report on Explore, to help tracking GDPR compliance requests.
  • Key Features:
    • Track request status (success, failure, pending).
    • Monitor important dates (request date, due date, completion date).
    • View masked identifiers to maintain data privacy.
    • Access detailed request information including Event ID, User ID, and Agent details.
    • Request type and Talkdesk systems involved.
  • Benefits:
    • Enhanced visibility into request processing.
    • Streamlined tracking of request statuses.

For more information, please consult our documentation on Talkdesk Explore.

 

June 5, 2024

On Wednesday, June 5th, 2024, we will release in a progressive rollout the Audit Logs Report as a default report on Talkdesk Explore™.

  • Audit Logs Report available in Talkdesk Explore: Now, Administrators can access detailed audit logs reports through a default report on Explore. This report provides a user-friendly view of the audit logs data previously available only via API access.

For more information about the Audit Logs in Explore, please read our documentation.

 

April 1, 2024

On Wednesday, April 3rd, 2024, we will release, in a progressive rollout, a new feature for Talkdesk Explore:

  • Extract unlimited historical data: Until now, if you didn't set a specific data retention period in Admin > Preferences >Metrics Settings, you could only access and extract the prior 13 months of historical data. Now, this boundary has been removed from all reports in the Explore API, a large number of default reports and dashboards in the Explore UI, as well as some datasets available in Custom Reporting. To find out more about this feature, see the article Reporting Data Access and Visualization.

For more information, please read our Talkdesk Explore documentation.

 

February 22, 2024

On Thursday, February 22nd, 2024, we will begin the rollout of a new report on Talkdesk Explore:

 

New:

  • AI Conversation Markers report: This new report is now available in Explore, providing detailed data about Conversation markers’ hits, allowing you to track when the conversation marker was hit, in which Interaction ID, and which channel.

For more information, please refer to the article on Conversational Automations and this section regarding the AI Conversation Markers.

 

 

November 16, 2023

On Thursday, November 16th,  2023, we will begin the progressive rollout of the following new feature in Talkdesk Explore™:

New:

  • Team, Child Teams, and Team + Child Teams Scopes in Role Permissions for Explore: These three additional scopes are now available for historical reporting, besides All and Queues (Ring groups).

For more information, please refer to the article on Team Scopes and Queue Scope Results.

 

November 15, 2023

On Thursday, November 15th, 2023, we will be introducing an enhancement to an existing feature in Talkdesk Explore™:

  • Recent Activity Multichannel Dashboard: You now have access to a new section in the Recent Activity Multichannel dashboard, providing an overview of the calls taking place in your call center. The dashboard includes a preset filter with regularly updated data, allowing you to obtain a high-level understanding of call center activities. The maximum refresh rate for this dashboard is approximately five minutes.

For more information, please visit our documentation.

 

August 16, 2023

On Wednesday, August 16th, 2023, we will release the following enhancements for Talkdesk Explore™:

  • Explore API Report - Explore Contacts Report All Data Status: This new report is similar to the existing Contacts report, including valid and damaged records, and an additional field, “Data_status”, that indicates whether the data is considered valid or damaged.

You can access this new report via the Explore API:

/data/reports/contacts_all_data_status/jobs.

For more information about Explore, please read our documentation.

 

August 4, 2023

Disclaimer: This feature was announced on the Talkdesk Phone Release Notes page on the 4th of August, 2023, and is included here for visibility for Talkdesk Explore users.

 

On Friday, August 4th, 2023, we released the following new feature for Talkdesk Explore™.

New:

  • Integration with Explore reporting: On accounts with Talkdesk Phone, administrators can now consult the detailed usage of Talkdesk Phone using TD Phone Call Reports on Explore.

For more information, please check our Explore documentation.

 

July 27, 2023

On Thursday, July 27th, 2023, we will begin a progressive rollout of the new Talkdesk Explore™ feature:

  • User Status Dataset: Now, you can get an overview of what is happening with  agents’ status changes and associated key metrics. This new dataset gives you the same data of the “Agent Status” default report. You can customize your data analysis and status, so you can build the most suitable reports.

The change of “Agent” to “User” impacts the following reports:

  1. Default Report > Agents Status Report > Field: Agent Name will be User Name.
  2. Default Report > Agents Inbound Dispositions Report > Field: Agent Name will be User Name.
  3. Default Report > Agents Outbound Dispositions Report > Field: Agent Name will be User Name.
  4. Default Dashboard > Recent Activity Multichannel > Field: Agent Name will be User Name. 

For more information, please visit our documentation.

 

July 13, 2023

 

On Thursday, July 13th, 2023, we will release the following in Talkdesk Explore™:

Enhancements:

  • Visual features and performance: Now, you have new options for buttons and markdowns when creating a dashboard.

Note: These changes won’t impact any existing functionality.


For more information, please visit our Talkdesk Explore documentation.

 

March 1, 2023

On Wednesday, March 1st, 2023, we will begin a progressive rollout of the new Talkdesk Explore™ feature:

  • New Recent Activity Multichannel dashboard: Now, you have a new dashboard, the Recent Activity Multichannel dashboard, where you can get an overview of what is happening in your call center: the handled voice and digital contacts,  the associated key metrics, and your agents’ status changes. This dashboard has a preset filter with updated data, allowing you to get a high-level view of what is going on, with a maximum refresh rate of around five minutes. 

Note: By default, only Admins have access to this dashboard. To give access to other parties, turn on the permission in the “Roles & Permissions” section. 

For more information, please visit our documentation.

 

February 28, 2023

On Tuesday, February 28th, 2023, we will begin the progressive rollout of the following report in the Explore API:

  • Audit Logs report: Report available for self-service extraction containing customer audit logs.

You can find the information regarding the Audit Logs report in Talkdesk’s data dictionary.

 

February 2, 2023

On Thursday, February 2nd, 2023, we will release the following enhancements for the Roles and Permissions section of Talkdesk Explore™: the ability to select a different scope per report.  

  • Create Custom: The scope applied is the same for all datasets, so it is not possible to select a different scope. 

Note: In the following areas, which don’t support scopes, you'll see the default value “N/A”: 

  • Schedule: The scope is not applied.

image1.png

For more information, please visit our Talkdesk Explore documentation:

 

January 5, 2023

On Thursday, January 5th, 2023, we will release the following enhancements to Talkdesk Explore™:

  • New Explore API Report - Explore Calls All Data Status Report: This new report is similar to the existing Calls report, but includes all valid and damaged records and has two additional fields:
    • Data_status: Indicates whether the data is considered valid or damaged.
    • Agent_email: The email address of any assigned Agent.

You can access this new report via the Explore API: /data/reports/explore_calls_all_data_status/jobs.

For more information, please read our documentation.

 

December 19, 2022

On Monday, December 19th, 2022, we will update the user interface layout of Talkdesk Explore™. 

We will improve some visual features without impacting data usage, allowing for better performance and a more user-friendly interface.

 

Notes: No impact is expected, besides small adjustments in User Interface.

For more information, please visit our Talkdesk Explore documentation.

 

October 19, 2022

On Wednesday, October 19th, 2022, we will release the following enhancements to Talkdesk Explore™:

  • New filter and field, ”Queues” on Ring Attempts Report, and Ring Attempts Dataset: Now, this dataset will include queue data. This feature allows you to see and filter data by queue (the “contact ring group”). With this new capability, you’ll have more knowledge about the interactions' distribution.

For more information, please visit our documentation.

 

August 11, 2022

On Thursday, August 11th, 2022, we will release the following enhancements for Talkdesk Explore™:

  • Removal of the option to use a custom report as the basis for creating a new dashboard. You can continue to create dashboards by adding datasets.
  • New user experience in Default Dashboard and Custom Dashboards.
  • New download options in Default Reports, Custom Reports, and Shared Reports.
  • New download options in Custom Dashboards Tiles. We will provide the following new download options:
    • TXT.
    • Excel Spreadsheet.
    • JSON.
    • HTML.
    • Markdown.
    • PNG. 

Note: This transition will be automatic, with no required action from your end. The new improvements will not impact the existing custom dashboards with a custom report added, nor their containing data.

For more information, please visit our Talkdesk Explore documentation:

  • Download Default, Custom and Shared Reports: Talkdesk Explore will allow you to download your report, with new file formats. 

You will be able to choose from the following file formats: 

  • TXT.
  • Excel Spreadsheet.
  • CSV.
  • JSON.
  • HTML.
  • Markdown.
  • PNG.

For more information, please visit our Talkdesk Explore documentation:

 

July 21, 2022

On Thursday, July 21st, 2022, we will release the following enhancements to Talkdesk Explore™:

  • Enabling a new type of report in Explore API - Explore Calls Report: Now you have a new report type, Explore Calls Report. When existing fields change or new fields are added, you’ll see these differences in the Explore API. 

For more information, please read our Talkdesk Explore API - Explore Calls Reportarticle.

 

July 20, 2022

On Wednesday, July 20th, 2022, we will update Talkdesk Explore™.

 

New:

More options to show items per page: By default, you will see 20 items per page. However, you can choose to see 10, 50, or 100 items.

For more information, please visit our documentation.

 

 June 1, 2022

On Wednesday, June 1st, 2022, we will update Talkdesk Explore™ with a new permission in the Roles and Permissions tab:

 

New:

  • Shared Reports: By default, Supervisor and Admin roles will have this new Talkdesk Explore permissions enabled. Permissions can be added to other roles if desired. 

Now, you can have the following permissions:

  • “Create”.
  • “Default Reports”.
  • “Schedule”.
  • “Shared Reports”.

For more information, please visit our documentation.

 

June 1, 2022

On Wednesday, June 1st, 2022, we will release the following enhancements to Talkdesk Explore™:

  • Enabling sixteen new metrics: You will have new metrics related to the number of contacts put on hold (Total Contacts on Hold). You will be able to see nine metrics related to the time, in seconds, that it takes for an agent to answer a call (Answered Contacts metrics), and a set of six metrics related to the time, in seconds, a contact person abandons a call (Abandoned Contacts metrics).

Answered Contacts metrics

  1. Total Answered Contacts < 5 seconds 
  2. Total Answered Contacts < 10 seconds 
  3. Total Answered Contacts < 20 seconds 
  4. Total Answered Contacts < 30 seconds
  5. Total Answered Contacts < 60 seconds 
  6. Total Answered Contacts < 120 seconds
  7. % Answered Contacts < 20 seconds
  8. % Answered Contacts < 30 seconds
  9. % Answered Contacts < 60 seconds

Abandoned Contacts metrics

  1. Total Abandoned Contacts < 10 seconds 
  2. Total Abandoned Contacts < 20 seconds 
  3. Total Abandoned Contacts < 30 seconds 
  4. Total Abandoned Contacts < 60 seconds 
  5. Total Abandoned Contacts >= 60 seconds 
  6. % Abandoned Contacts < 60 seconds

For more information, please read our Talkdesk Explore documentation.

 

 

May 4, 2022

On Wednesday, May 4th, 2022, we will release the following enhancements to Talkdesk Explore™:

  • Enabling one new filter, ”Data Status”:

From now on, reports will record and include error data. The new filter, “Data Status”, allows you to include or exclude records with errors. This filter will have three options available: “Valid”, “Damaged”, and “All”. By default, only “Valid” records will be visible.   

For more information, please read our Talkdesk Explore documentation.

 

April 20, 2022

On Wednesday, April 20th, 2022, we will release the following enhancements to Talkdesk Explore™:

  • Enabling three new fields, “Agent Disconnected”, “Agent Disconnected %”, and “Last Contact”:

You will now be able to see if the agent disconnected the call, and the % of calls they’ve disconnected. The “Last Contact” field is used to know if the contacts, the agent hung up on, were the last ones on the call.

The  “Agent Disconnected” field will be available in:

  1. Explore API - Contacts.
  2. Explore API - Calls.
  3. Explore Contacts Dataset.
  4. Explore Calls Analysis Dataset.
  5. Contacts Report.
  6. Calls Report.
  7. Agents Breakdown Report.
  8. Agents Report.
  9. Teams Contact Summary Report.
  10. Users Contact Summary Report.
  11. Agent Contacts Volumes and Durations Dashboard.

The “Agent Disconnected %” metric will be available in:

  1. Explore Contacts Dataset.
  2. Explore Calls Analysis Dataset.
  3. Agents Breakdown Report.
  4. Agents Report.
  5. Teams Contact Summary Report.
  6. Users Contact Summary Report.
  7. Agent Contacts Volumes and Durations Dashboard.

The “Last Contact” will be available in:

  1. Contacts Report.
  2. Explore API - Contacts.

 

Notes:

  • These fields are not available in reports made before the 20th of April 2022. The data will be accurate on all devices except mobile (on this type of device the indication, for the moment, will always be that it was not the agent who disconnected the call). 

For more information, please read our Talkdesk Explore documentation.

 

March 14, 2022

On Monday, March 14th, 2022, we will begin the progressive rollout of a new feature for Talkdesk Explore™:

  • New landing page:

The Explore landing page will no longer display information about reports and dashboards in cards, as it is currently displayed, but in list form. 

This new page organization will smooth navigation between sections, streamline scheduled report view to provide better management, and enhance filtering capabilities that will return the exact information users need.

 

With the new User Interface (UI) you will be able to:

  • Quickly access reports and dashboards by name, type, creator, and schedule number.
  • Easily navigate through reports and/or dashboards using a pagination system, with the possibility of directly choosing which page to view.
  • Quickly identify the reports you have shared with other users, and also which reports have been shared with you and who created them.
  • See a complete list of all reports and/or dashboards you have in your account;
  • Sort the information by name, type, or number of schedules.
  • Continue to filter by “Scheduled only”.
  • Search reports/dashboards by name or type.

 

New Explore Landing Page

The types of dashboards and reports available for selection are:

  • Default dashboards.
  • My dashboards.
  • Default reports.
  • My reports.
  • Reports shared with me.

For more details, please see the related article.

For more information, please visit our Talkdesk Explore documentation.

 

 

March 14, 2022

On Monday, March 14th,2022, we will release a new feature for Talkdesk Explore™:

 

Duplicate custom reports: Now you can duplicate your custom reports with Talkdesk Explore with just a single click, making data Exploration even easier.

 

You will be able to:

  • Make a copy of an existing custom report, instead of having to start from scratch.
  • Edit your duplicated custom report in any way you want.
  • Easily find all the custom reports duplicated under “My Reports”.

How can you duplicate custom reports? 

 

  • The owner is the user that created the custom report, and the only one with  “duplicate” permissions for that report. 
  • The owner creates, duplicates, and stores the report on the Explore landing page under “My Reports”. 

 

Notes: 

  • Access to this feature requires purchasing custom reporting.
  • Duplicate is only available for custom reports; it does not work for custom dashboards. 
  • The duplicated report will have the same data as the original.
  • The owner can duplicate a shared report, but the duplicated custom report will not have any share permissions and will be only available for the creator.
  • The duplicate report will have the same permissions as any other custom report: 
    • Edit.
    • Download.
    • Send.
    • Schedule.
    • Delete.

 

For more information, please visit our Talkdesk Explore documentation.

 

March 7, 2022

On Monday, March 7th, 2022, we will update the user interface layout of Talkdesk Explore™. 

We will improve some visual features without impacting data usage, allowing better performance and a more user-friendly interface.

You can find more detailed information here.

Note: No impact is expected, besides small adjustments in User Interface.

 

For more information, please visit our Talkdesk Explore documentation.

 

February 24, 2022

On Thursday, February 24th, 2022, we will release a feature for Talkdesk Explore™:

  • Talk Time per Call filter: 

By enabling this feature, it is possible to apply a talk time filter, record by record. This means that you can filter records that fall under or past a certain threshold. This filter will define the baseline information for the report created.

 

Example:

Goal of the analysis: To create a report with data related only to calls with a talk time of more than thirty seconds.

Solution: In this case, you will apply the filter and threshold Talk Time per Call > 30.

For more information, please read our Talkdesk Explore documentation.

 

November 18, 2021

On Thursday, November 18th,2021, we will begin the progressive rollout of the following new feature in Talkdesk Explore™:

  • Share Custom Reports.

You can now share your custom reports with Talkdesk Explore. With this new feature, you are able to share custom reports with one or more Explore users, with a one-click experience that makes data accessibility easier. 

 

Plus, you will be able to:

  • Manage share permissions (add/delete viewers) for your custom reports.
  • Edit your created custom report, with all the changes automatically updated in the user account that has view access to the report. 
  • Easily find all the custom reports shared with you under “Reports shared with me”.
  • Be notified whenever a new report is shared with you.

How can you share custom reports?

  • The owner is the user that has created the custom report, and the only one with  “share” permissions for that report. 
  • The receiver is the user who obtains the shared custom report.
  • The owner creates and stores the report on the Explore landing page under “My Reports”. 

 

After creating a report, you can open and share it through the Share button, selecting the users that will receive the report.

 

The receiver has access to the shared report on the Explore landing page, on the new “Reports shared with me” section.

 

Notes: 

  • Access to this feature requires purchasing custom reporting.
  • Sharing is only available for reports, it does not work for dashboards. 
  • After sharing a custom report, users will have access to the same original content.
  • The receiver will only have “View” permissions. 

For more information, please visit our Talkdesk Explore documentation.

 

October 20, 2021 (canceled)

On Wednesday, October 20, 2021, Talkdesk will deploy a bug fix for Talkdesk Explore™ that can result in some differences in data for Calls, Calls Legs, and Contacts.

You may notice changes in the referred data between September 29th and October 20th.

This fix cannot be retroactively applied to data prior to the 29th of September of 2021.

 

October 11, 2021

On Monday, October 11th, 2021, we will release an enhancement to Talkdesk Explore™:

  • Company Number filter on default Contacts Report: By enabling the “Company Number” filter on the default Contacts Report, you will now be able to zero in on data for a specific company number, filtering by the DNIS (for inbound calls) or ANI (for outbound calls).

For more information, please read our Talkdesk Explore documentation.

 

October 7, 2021

On Thursday, October 7th, 2021, we will release the following enhancements to Talkdesk Explore™:

  • Inbound Contacts: Starting October 7th, the Inbound Contacts metrics in Talkdesk Explore will no longer include Outbound Dialer data. Until now, calls coming from the Outbound Dialer were included in the metrics associated with Inbound calls. The Contacts dataset didn’t differentiate between Outbound Dialer metrics and Inbound metrics, such as SL, AHT, Inbound Contacts, among others. 

With this enhancement, analysis of Inbound data and all associated metrics will become clearer and therefore more actionable. 

This upgrade will affect not only future calls, but all past data as well (historical data), ensuring your historical trending is accurate.

As a Talkdesk Explore user, you don't have to change anything or take any action for this upgrade to take place. For more information, please read our Talkdesk Explore documentation.

 

October 6, 2021 - Talkdesk Reporting API and Explore API

On Wednesday, October 6th, 2021, we will begin the progressive rollout of the Talkdesk Explore API. The Talkdesk Reporting API requests will be redirected to the Explore API. In the long term, the Talkdesk Reporting API will be fully replaced by the Talkdesk Explore API. 

Reporting and Explore APIs are both asynchronous APIs that allow creating reporting jobs and downloading the corresponding historical reporting resource file. However, the Reporting API uses a legacy infrastructure with different event processing, and for that reason the Reporting API and Explore API do not read data from the same source.

 

What will change? 

Explore API has been in General Availability (GA) since July 2021. 

Existing customers will be part of the migration process from the Reporting API (legacy) to the Explore API. Beginning October 6, 2021, Explore API will be progressively enabled for all accounts.

Existing customers leveraging the Reporting API can keep on using the same endpoints but will have their requests automatically redirected to the Explore API. 

The new customer accounts will only be able to access the API endpoints via the new Explore API. The legacy Reporting API endpoints will no longer be accessible. 

The transition from the Reporting API to the Explore API is totally seamless for customers. There is no action required from you, no impact on your experience, associated costs, and no negative impact on performance or data availability.

 

Enhancements:

  • Available Data:
    • TheUser Statusendpoint includes an additional Ring Group field with the ring groups of the user at the time of the status change.
    • Up to a month of data with each request. 
  • Performance:
    • Data availability improvements: refreshing every minute instead of every hour. 
    • Rate limit of 15 simultaneous ongoing requests (queued and executing).
    • Increased resilience and better performance.
  • Removed:
  • The “Delete” endpoint will no longer be available, due to low usage. This has already been marked as Deprecated in the legacy Reporting API.

 

Reporting API (legacy) vs Explore API: Reports Comparison Summary 

 

There were two Reporting API (legacy) reports available:

  • Calls.
  • User Status. 

 

There are seven Explore API reports available:

 

 

Talkdesk Reporting API (Legacy) 

Talkdesk Explore API 

Data Model 

Old Data Model 

New Data Model 

Freshness 

Data refreshes every 1hour

Data refreshes every minute

Data Availability* 

No limits regarding data availability.

Data can only be retrieved one month at a time. Data goes back as far back as 13 months. 

Report Availability**

A report file is available for download for 90 days.

A report file is available for download for 90 days.

Scopes 

reports:write

reports:read

data-reports:write

data-reports:read

 

 

* The data availability limits of each report must be verified on the documentation page specific to each report.

**The reports available via Talkdesk APIs can change over time.

 

For more information, please read our Explore API Documentation.

 

September 20, 2021

On Monday, September 20th, 2021, we will release an enhancement to Talkdesk Explore™:

  • Interaction ID filter on default Calls Report and on default Calls Dashboard.

By enabling the Interaction ID filter on default Calls Report and on default Calls Dashboard, you will now be able to filter and analyze a specific interaction.

 

September 6, 2021

On Monday, September 6th, 2021, we will release an enhancement to Talkdesk Explore™:

  • Studio Flow Execution on Create.

By enabling the Studio Flow Execution dataset on Create, customers with Create capabilities will now be able to build custom reports and dashboards using the Studio Flow Execution dataset.

 

July 28, 2021

On Wednesday, July 28th, 2021, we will release one enhancement to Talkdesk Explore™:

  • Explore in Workspace:

The Explore features will be available to customers usingTalkdesk Workspace™, allowing you more performance and flexibility to consult and manage your historical data:

  • Default reports and dashboards are available from the landing page of Explore in Workspace.
  • Advanced filtering and search options, so you can quickly find the data that you are looking for.

Additionally, customers with the Enterprise plan can create their own reports and dashboards. A “Create” button will be visible next to the search field at the top of the page. Once created, the custom dashboards and reports will be automatically placed in their corresponding section: "My Dashboards" or "My Reports".

You will see: 

  • One set of "Default Dashboards".
  • One set of "Default Reports".
  • Custom Dashboards and Reports (“Create” button) function.

For more information, please visit our Talkdesk Explore documentation.

 

June 30, 2021

On Wednesday, June 30th, 2021, we will release a new Talkdesk® Explore API. 

You can now access the data of the recently added “Calls” and “User Status” reports, as well the reports available during the Early Access (EA) stage(Studio Flow Execution, Contacts Report, Ring Attempts Report, and Outbound Dialer reports), via the new Explore API. 

We are introducing several new features and enhancements, including:

  • Available Data
  • Up to a month of data on each request;
  • The oldest month available will be 13 months ago(with the exceptions of the "Calls" and "User Status" Reports, which maintain the current retention policy);
  • The “User Status” endpoint includes an additional field for Ring Groups. The field includes the Ring Groups of the agent at the time of the status change (for more information, please consult ourData Dictionary). 
  • Performance 
  • Improved data freshness, with the refreshing happening every minute (instead of every hour);
  • Improved resilience and performance. 

For more information, please read our documentation:

 

May 4, 2021

On Tuesday, May 4th, 2021, we will release four new dimensions to Contacts Historical information in TalkdeskExplore™, to provide additional context and detail on the activities of our customers’ contact centers.

Those new dimensions are:

  • Handling Ring Group: Until now, the Ring Group of the first assignment was defined as the Contact Ring Group. To inform you about what happened to a contact and who handled it, we added a dimension that returns the information of the Ring Group that handled the contact, and which may not be necessarily the one that was configured to be the “first assigned to”. This complements and provides historical context for the Live Ring Group Dimensions that we recently released to Talkdesk Live.
  • User ID: To complement the information that already exists about the user (name) we have now made available the user ID.
  • Direct Assignment User ID: To complement the information that already exists about the Direct Assignment user (name) we have now made available the Direct Assignment User ID.
  • Team ID: To complement the information that already exists about the Team (name) we have now made available the Team ID.

 

The new dimensions will be available in the following Contact’s Model areas:

  • Explore API Contacts endpoint.
  • Contacts Dataset.
  • Contacts Default Report.

 

January 13, 2021

On Wednesday, January 13th, 2021, we will release New Dashboards and Reports in Explore, based on the Talkdesk® New Data Model.

The New Default Dashboards will be available for all customers. Based on Talkdesk’s' New Data Model paradigm, these reports will enrich the analysis tool by providing Dashboards with quick snapshots focused on the most important KPIs of your Contact Center, both for Contacts and Ring Attempts.

The New Default Dashboards are:

  • Agent Contacts' Volumes and Durations.
  • Contacts' Service Level.
  • Inbound Contacts' Volumes and Durations.
  • Outbound Contacts' Volumes and Durations.
  • Ring Attempts.

The New Default Reports guarantee that you can consult and export all the existing dimensions for Contacts and Ring Attempts. They also bring new summary reports with helpful data digest around and about Ring Groups, Teams, Users, and also Volumes, summarized by time units like days of the week and hours of the day.

Along with the Contacts and Ring Attempts Default Reports, we will now also have the following New Default Reports with New Data Model information:

  • Contacts’ Ring Groups Summary.
  • Contacts’ Volume by day of the week.
  • Contacts’ Volume by hour of the day.
  • Ring Attempts Summary.
  • Teams’ Contact Summary. 
  • Users’ Contact Summary.

For more information, please visit our documentation:

 

December 29, 2020

On Tuesday, December 29th, 2020 we will release an enhancement in Talkdesk Explore™:

  • Schedule delivery frequency
    In order to improve Explore's responsiveness, the scheduling modal will now have a minimum value of 30 minutes, under the option "Deliver this schedule by minute". This enhancement allows you to continue receiving the scheduled reports or dashboards every 30 minutes if you so wish, without further impacting the performance of requests.

 

December 10, 2020

On Thursday, December 10th, 2020, we will release two enhancements in Talkdesk Explore™:

  • Number of tiles in Explore’s Custom Dashboards

In order to preserve the intuitive data presentation capabilities, without impacting performance, it will now have the capacity to host up to 25 tiles.

  • Refresh rate in Explore’s Custom Dashboards

The newly adjusted dashboard refresh rate on Explore’s Custom Dashboards improves the system performance, while maintaining the historical mirroring of your contact center reality. The lowest refresh rate limit was updated to 1 minute.

This initiative aims to focus on Custom Dashboards performance improvements.

 

For more information, please check the documentation on Explore Custom Create Dashboards.

 

November 24, 2020

On Tuesday, November 24th, 2020, we will release the following enhancement in Talkdesk Explore™:

  • Default Reports Pre-visualization Date: In order to provide an enhanced performance experience and the swift response you need at your fingertips, we are now filtering all default reports to show a pre-visualization of the data for the past 1 day (instead of “is in the past 7 days”, which is currently the default filtering criteria).

This way the information will load quicker and you can check faster what’s been happening in your contact center. Having the filters in the report’s pre-visualization means that you can change the timeframe to another one that best suits your needs.

Note: There’s an exception to this enhancement, the Activity Report, which value resides in returning a seven-day span of information.

For more information, please check the documentation on Default Reports.

 

November 9, 2020

On November 9th, 2020, we will release the Delete feature in Talkdesk Explore™:

  • Delete Custom Reports;
  • Delete Custom Dashboards.

Explore now allows you to delete your customized items. If you have reports or dashboards that you think are obsolete, or you can’t recycle them for another use, you can delete those items, and unclutter your views.

On the Edit menu, you will see the Delete button. By selecting this option, you will trigger distinct confirmation prompts, depending on whether it’s a “Report” or a “Dashboard” to be deleted.

For more information, please visit our Talkdesk Explore documentation.

 

September 24, 2020

On September 24th, 2020, we will release the following new features in Talkdesk Explore™:

  • Default Reports Pre-visualization filtering;
  • Persist Filters;
  • Improvement in the Scheduling and Sending Experience;
  • Live Link to Agent Details Dashboard.

Default Reports Pre-visualization filtering

This feature allows you to filter the reports directly on the UI, similar to what is already possible in Explore’s Dashboards.

Before scheduling or sending the reports, you will be able to narrow down the data in order to have a quick view of the information you’re looking for. The act of consulting data will be optimized to the point that you might don’t even need to send the report, since the information will be available upfront.

Notes:

  • This feature is also available for Custom Reports.
  • Also, in order to better identify if you’re using a report or a dashboard, the filtering section in the reports will have a grey background.

 

Persist Filters

When using Default Dashboards with this new feature, you have the option to apply the filters used in one dashboard so that they are equally configured in the remaining Default Dashboards (applies to common filters between dashboards). For example, when visiting the Inbound Dashboard, you can change the default filtering criteria and then pick “Persist filters”. Next, if you navigate to the Service Level Dashboard, the filters that are common to these two dashboards will be set with the values configured in the Inbound Dashboard.

Notes:

  • Does not work with reports, only dashboards.
  • Does not work with custom dashboards.

For more information regarding both these topics, please visit the Knowledge Base article Filtering Dashboards and Reports.

 

Scheduling and Sending Reports and Dashboards

We are introducing a new email validation field:

Live Link to Agent Details Dashboard

When checking the Agent List or Calls drill-down in Live, if you click the Agent’s Name, you’ll get diverted to the Agent Details Dashboard in Explore with the dashboard already filtered by the agent.

 

November 13, 2019

On Wednesday, November 13th, 2019, the Explore Team at Talkdesk is releasing a new feature: Custom Table Calculations.

This feature allows customers that already use the Create feature to take advantage of more than 900 dimensions and measures to build new calculations, which means more meaningful insights that go straight to the point. Additionally, table calculations use familiar Excel logic to give analysts a powerful tool to customize functions and group arguments.

 

Main Advantages of Custom Table Calculations:

  • Quick and easy creation of metrics.
  • Formulas similar to Excel.
  • Tailor-made measures for specific needs.
  • No developer skills needed.
  • Flexible combination of measures and dimensions.

For more details on how to start using this feature, please refer to the following articles:

You can also check the Talkdesk Data Dictionary.

 

Note: Custom Calculations only go up to 5000 rows. As a consequence, the Schedule and Send options will not have the option to pick All Results. Only Results in Table will be available under “Advanced options”, meaning that only the information available in the interface will be exported. To learn more, read these articles: Downloading and Sending Reports; Creating Schedules.

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