Talkdesk Digital Engagement: Cross-Channel Features for Supervisors

This article features a guide for Supervisors on how to utilize tools applicable to all applicable channels of Talkdesk Digital Engagement.

 

Default Reports

This section features examples of Default Reports, based on the Messaging Contacts and Messaging Traffic datasets.

image3.png
Default Reports can be found in Explore, under their corresponding section.

 

Digital Contacts Default Report

The Digital Contacts Default report is based on the Messaging Contacts dataset and contains all the dimensions of that dataset.image2.png

Various Filters [1] are available, for example:

  • “Channel Type”.
  • “Contact Finished Reason”.
  • “Interaction Duration”.
  • Among others.

 

Dimensions

  • Interaction ID
  • Channel Type
  • Contact Assigned At
  • Contact Duration
  • Contact Finished At
  • Contact Finished Reason
  • Contact ID
  • Contact Person Channel Identifier
  • Contact Person Name
  • Contact Person ID
  • Contact Started At
  • Interaction Duration
  • Interaction Started At
  • Interaction Finished At
  • Direction
  • Interaction Status
  • Touchpoint Identifier
  • User Name
  • User ID
  • Conversations
  • Disposition Name
  • Notes

For full details on the Messaging Contacts dataset, please refer to our Data Dictionary article.

 

Digital Messages Default Report

The Digital Messages Default report is based on the Messaging Traffic dataset and contains all dimensions of that dataset.

image1.png

Various Filters [1] are available, for example:

  • “Channel Type”.
  • “Contact Finished Reason”.
  • “Interaction Duration”.
  • Among others.

Dimensions

  • Interaction ID
  • Channel Type
  • Contact ID
  • Contact Person Name
  • Contact Person ID
  • Message Created at
  • Message Direction
  • Message ID
  • User ID
  • User Name

For full details on the Messaging Traffic dataset, please refer to our Data Dictionary article.

 

Default Dashboards

Default dashboards allow you to monitor digital performance, regardless of your subscription plan.

 

Note: Only enterprise customers can create their own reports.

Dashboards can be found in Explore, under their corresponding section. The dashboards are based on the Messaging Contacts and Messaging Traffic datasets.

 

Digital Engagement Default Dashboards

Screenshot_2023-05-16_at_11.15.19.png

There are 4 dashboards available:

  • Chat
  • SMS
  • Email
  • Digital Engagement* 

*Note: The Digital Engagement dashboard contains the Chat, SMS, Email, Facebook Messenger, WhatsApp and Digital connect channels.

 

The dashboards contain a variety of types of information, such as:

image3.png

  • Total interactions
  • Interactions by status
  • Total messages
  • Monthly evolution
  • Agent Activity
  • Monthly interaction evolution
  • Monthly interaction evolution by channel

Filters

The following filters are available for use in the dashboards:

  • Interaction started
  • Timezone
  • User name
  • Channel Type

 

Creating Reports and Dashboards

With Talkdesk Digital Engagement, Supervisors are able to create and customize detailed reports and/or dashboards for all digital channels. These allow Supervisors and Admins to collect real-time and intraday data in order to gain actionable insights into contact center performance across all digital channels.

Reports can be cross-channel or detailed by each channel (Chat, Email, SMS, and more). For more information on Talkdesk Explore reports and dashboards, please refer to the documentation listed below:

This article details the sets of data used in creating Digital Engagement reports and/or dashboards. 

You can navigate the index below to find the section you're looking for:

 

Datasets

“Messaging Contacts” Dataset

This set represents the information from the Contacts’ point of view.

A “Contact” in a report signifies 1 attempt between an Agent and a contact person to resolve an issue. Each row of this report refers to a different contact within a conversation.

 

Interaction: The highest level component that comprises the full activity of communication with a contact. It can include multiple contacts and each contact includes several, more granular, elements that are called segments.

Contact: A conversation can have multiple contacts, depending on the outcome of the initial contact. Examples of situations that will trigger a new contact include: Agent manually sends a conversation back to the general queue; timeout of a conversation assigned to an Agent, transfer of a conversation to another Agent. Contacts are the main reporting element for Supervisors and the one that will be used for staffing purposes (by monitoring queue SLA and queue AHT).

Wrap-up Phase:- Refers to the general phase after the Agent finishes an interaction with a contact. When an Agent manually closes a Conversation, there is a redirect to the wrap-up page that includes the "Notes" and "Dispositions" cards. The Agent will be able to see notes that other Agents left, and is able to update them. To submit the changes, a disposition must be selected. If not, the Agent can click the “Dismiss” button.

For complete details on this dataset, please refer to this article.

 

Dimensions

  • Contact ID
  • Interaction ID
  • Interaction Started At
  • Interaction Finished At
  • Interaction Duration
  • Contact Started At
  • Contact Finished At
  • Contact Duration
  • Channel Type
  • Interaction Direction
  • Contact Person Channel Identifier
  • Touchpoint Identifier
  • Touchpoint Name
  • Interaction Status
  • Contact Person ID
  • Contact Person Name
  • Contact Finished Reason
  • User ID
  • User Name
  • Conversations
  • Notes
  • Disposition Name

 

Metrics

Note: 

Screen_Shot_2022-02-11_at_5.42.42_PM.png

You can access metrics for any of the channels on the menu on the right side of the tab.

  • Total Messaging Interactions
  • Total Messaging Interactions Closed
  • Total Messaging Interactions Open
  • MAX Messaging Interactions Duration
  • MIN Messaging Interactions Duration
  • % Messaging Interactions Open
  • % Messaging Interactions Closed
  • Number of Inbound Interactions
  • Number of Outbound Interactions
  • AVG Messaging Interactions Duration
  • ACW Completed
  • ACW Offered
  • ACW Rejected
  • ACW Timeout
  • MAX ACW duration
  • MIN ACW duration
  • AVG ACW duration

Example:

image10.png

Note:

image13.png

Any of the Dimensions or Measures shown in the image above can be used as filters while using Explore.

 

Additional Resources

 

 

 

 

“Messaging Traffic” Dataset

This set represents the granularity of each individual message within the different available contacts. Each row of the report refers to a different message.

For complete details on this dataset, please refer to this article.

 

Note: The Messaging Traffic dataset is not available for the Email channel at this time. It will become available shortly.

 

Dimensions

  • Interaction ID
  • Channel Type
  • Contact ID
  • Contact Person Name
  • Contact Person ID
  • Message Created at
  • Message Direction
  • Message ID
  • User ID
  • User Name
  • Touchpoint Identifier
  • Touchpoint Name

Metrics

  • % of Messages Received
  • % of Messages Sent
  • Total Messages
  • Total Messages Received
  • Total Messages Sent

 

Note:

image1.png

Any of the Dimensions or Measures shown in the image above can be used as filters while using Explore.


Additional Resources

 

 

 

 

Using the “Messaging Contacts” Dataset

image12.png

Start by opening Talkdesk and clicking on the Reporting tab [1]. Access the Explore tab [2] and then click on the Create button [3]. You will now be able to create a new Report or a new Dashboard.

 

Creating a New Report

image8.png

To create a new report, click the Create button [1] and choose the Report [2] option. 

image6.png

Select the dataset you wish to use from the drop-down menu [3]. Once you select your desired dataset, you will be able to use the measures and dimensions available to create your reports, as shown in the image below.

image11.png

Creating a New Dashboard

image2.png

To create a new dashboard, click the Create button [1] and select the Dashboard [2] option. 

image14.png

Start by typing a name in the box for your dashboard and then click Create [3].

image9.png

Click on the New Tile button to begin building your dashboard.

image7.png

On the “Choose a Data Set” menu [4], select a data set from the drop-down list. The “Messaging Contacts” and “Messaging Traffic” data sets will be available in the “Create Area” section [5]. By clicking on it, you will be able to see all respective Measures and Dimensions, as exemplified in the image below.

image4.png

Example of a Custom Dashboard

Screen_Shot_2022-02-11_at_5.43.07_PM.png

In the image above, you can see what a custom dashboard looks like. It includes the following types of information:

  • Unified reporting for digital channels.
  • Specific metrics and details per channel.

 

Conversation History

“Conversation History” allows agents, admins, or supervisors to review customers' conversations across all digital channels.

While creating a new report in Explore, you can access the history of a conversation. In the “Messaging Contacts” dataset, you can select the "Conversation" dimension. The "Conversation" column [1] contains a link to the “Conversation History” app. The same dimension is available if you use the default report “Digital Contacts

This functionality in Explore is available for all channels.

Talkdesk Live, it is also possible to view ongoing conversations. On the Live “Contacts List” widget, you have the “View Conversation” option. 

This functionality in Live is available for SMS, Chat, and Email.

Additionally, it is also possible to view the history of a conversation through the Contacts App

To do so, select a specific contact (or via “Contacts Pop” in the Conversations App) and go to the “Activity” of that same contact. By selecting the activity details of a conversation, you have access to the history through the "Conversation" tab. 

This option is available for SMS, Email, and Chat channels.

Within Conversation History, you can view the number of messages that were exchanged, as well as information about the Channel, Date, and exact Time the conversation started. You will also be able to view information on the people involved in the conversation (contact and agents).

All message types will be displayed, including automated messages and Autopilot messages, as well as attachments.

Each message’s sender and recipient(s) are displayed, which includes the ones in the “CC” and “BCC” fields.

The messages may be opened and/or closed upon clicking the conversation

 

Live Reporting for Talkdesk Digital Engagement

With the “Live Contacts List” widget, supervisors can view assigned conversations, as well as transfer any digital conversations to a specific queue or agent.

Supervisors can also monitor the conversation history, as well as the corresponding notes and dispositions, by clicking the View conversation button.

 

Transferring a Conversation using the Live Contacts List 

For more information on how to perform this action, please refer to this article. 

 

Viewing a Conversation using the Live Contacts List 

For more information on how to perform this action, please refer to this article. 

 

Example of Live Unassigned Contacts List

For full information on this Talkdesk Live feature, please see this article.

All Articles ""
Please sign in to submit a request.