With Callbar, you can get a complete perspective of the details of your calls by using the Caller Snapshot. The Caller Snapshot is available in both inbound and outbound calls.
Note: With Talkdesk Agent Workspace generally available, we announced — on February 21, 2022 — the End of Life to our legacy Agent products — Main Dialer, Talkdesk Callbar, and associated Agent tabs in Main — which impacts the feature(s) described below in this article. You may continue to use the legacy agent products until the EoL date. However, upon the End of Support date, Talkdesk will no longer provide fixes or enhancements to the products, so you should upgrade to Talkdesk Agent Workspace.
Access the full Announcement here.
Access Talkdesk Agent Workspace documentation here.
Caller Snapshot for Inbound Calls
After answering an inbound call, click the contact details icon to the right of the avatar to view the Caller Snapshot .
The Caller Snapshot displays the following information:
When an inbound call is received, you can see via which ring groups the call was routed, by checking the first row of the Caller Snapshot.
In the example above, the call came through the "agents" ring group.
When a call is received on a dedicated line, the Caller Snapshot will show the name of the agent, instead of the ring groups:
Note: The IVR + Queue time is not displayed for the second agent when a call is transferred.
IVR + Queue time
The "IVR + Queue time" lets you know for how long the caller has been waiting.
This time starts counting as soon as the call connects. It includes all time spent listening to greetings, in the IVR, and the queue time.
- Shows the phone number the caller is using to call you.
- Click the number, or adjacent copy icon, to copy the number to a clipboard so you can then paste it into another window or application.
You can copy the ID of the call to another window or application, in case you need this information afterward. Simply click on the ID or the adjacent copy icon.
Caller Snapshot for Outbound Calls
During outbound calls, if you open the Caller Snapshot it will show the phone number of the caller and the Call ID:
Note: If you are using the Talkdesk Dialer, you may see more fields in the Caller Snapshot, below the Call ID.
If Studio is enabled for your account and there is at least one flow that is configured to collect context, you will see this information in your Callbar. You can also copy these fields.