Talkdesk Activities is an object in Salesforce that is created once the Talkdesk for Salesforce package is installed.
The goal of Talkdesk Activities is to store information about interactions that happen in Talkdesk, enabling users to build reports in Salesforce with Talkdesk’s call and digital interactions' data.
There are currently two Talkdesk Activities data models you can choose from:
- The legacy one only creates one Talkdesk activity per interaction, independent of how many times that interaction was transferred between agents.
- The new data model joins Talkdesk’s Explore Calls and Contacts datasets, creating one Talkdesk activity each time a call is transferred between agents. For digital interactions, it only creates one Talkdesk activity at the moment, disregarding the transfers between agents.
Talkdesk Activities: Available Information on the Legacy Data Model
This section outlines the standard information available in all Talkdesk activities of the legacy data model with the default Talkdesk for Salesforce package setup.
There is additional information that can be added to Talkdesk activities upon customer request. Detailed information is available in the following sections of this article.
Call Data Fields
| Field Name | Description |
| Account | Look for the Account record related to the Talkdesk activity |
| Case | Look for the Case record related to the Talkdesk activity. Populated by the value chosen on Conversations Relate To. |
| Channel | Shows the channel on which the interaction took place (voice, SMS, chat, WhatsApp, etc) |
| Contact | Lookup for the Contact record related to the Talkdesk activity |
| Day of Week | Day of the week in which the interaction happened |
| Disposition Code | Stores the disposition chosen by the agent on wrap up |
| End Time | Time at which the interaction ended |
| Hold Time / Hold Time (sec) | Total time the contact person was on hold during the call |
| In business hours | Checkbox to indicate if the call happened within the business hours defined in Talkdesk Account Settings |
| Interaction Id | Unique identifier of an interaction |
| Is Missed | Indicates if a call was missed by the agent |
| Is Transfer | Indicates if there was a transfer during the call |
| IVR options (raw) | Shows the option path chosen by the contact person in IVR |
| Lead | Lookup for the Lead record related to the Talkdesk activity |
| Notes | Stores the notes taken by the agent on interaction wrap up |
| Opportunity | Lookup for the Opportunity record related to the Talkdesk activity |
| Owner | Shows who created the Talkdesk activity. Usually, the owner is the agent who finishes the interaction. |
| Recording | Stores the URL to listen to the call recording |
| Ring Groups | Shows the ring groups to which the interaction was assigned or the call rang to |
| Ringing Time | How much time was the call ringing to agents/ring groups |
| SLA | Checkbox to show if the interaction response respected the SLA time defined in Talkdesk Account settings |
| Start Date | Date in which the interaction started |
| Start Time | Time at which the interaction started |
| Talk Time / Talk Time (sec) | How much time was the agent talking to the contact person |
| Talkdesk Activity Name | Identifier of the Talkdesk activity with information about type, direction, and contact person (when the record exists) |
| Talkdesk Id | Unique identifier of a Talkdesk activity |
| Talkdesk Phone | Which Talkdesk phone number was used in the call |
| Transfer Type | If there were transfers within the call, this stores its type |
| Type |
|
| User | Last agent in the conversation who finished the interaction |
| Wait Time / Wait Time (sec) | How much time the contact person was waiting in line |
Talkdesk Activities Available Information on the New Data Model
Talkdesk for Salesforce can now reflect the New Talkdesk Data Model. This includes a new Talkdesk Activity layout, new fields, and some changes to the existing fields of information, such as more detailed information about calls and their outcomes.
Check this article to know more about the new data model, the information available in these Talkdesk activities, and how to enable it.
Additional Information to add to Talkdesk Activities
QM Advanced Recording
This can be enabled for customers using the Talkdesk Quality Management (QM) product for recordings. If the new data model is enabled in your account, and you have QM, this information will be available by default.
If you use a legacy data model and QM, please reach out to Talkdesk Support to request the enablement of this data on Talkdesk Activities.
| Field Name | Description |
| Advanced Recording Player | Brings a URL to the call recording file made available by Talkdesk Quality Management. |
Speech Analytics end-of-call transcription
For customers leveraging Copilot transcriptions and sentiment analysis, it is possible to have the call transcription and the speech analytics deep link fed to the Talkdesk activity at the end of the call. If you are interested in having this functionality, please reach out to Talkdesk Support.
| Field Name | Description |
| Speech Analytics Deep Link | A deep link to Speech Analytics Transcription Card that loads the full transcription with all the regular functionality of the Transcription Card |
| Transcription | A text field to receive the full call transcription |
| Customer Overall Sentiment | The overall sentiment of the customer, calculated based on the individual customer utterances sentiment across an interaction. This field is summed up as a single keyword (POSITIVE; NEGATIVE; NEUTRAL) |
Proactive Outbound
Customers using Talkdesk Dialer can request the enablement of Talkdesk activities creation for Talkdesk Dialer calls. This feature is available in legacy and new data models and can be enabled by reaching out to Talkdesk Support.
For each call attempt made through a Talkdesk Dialer campaign, a new Talkdesk activity will be created at the end of the call attempt with the following information presented in the next table.
Please make sure that these fields are added to the Talkdesk Activity record layout. On the legacy model, these fields are not configured by default.
| Field Name | Description |
| Call Attempt Number | Number of this call attempt (if the call was attempted 2 times, this field shows if this Talkdesk activity relates to the first or second attempt) |
| Campaign Name | The name of the Talkdesk Dialer Campaign where the call attempt originated from |
| Dialing Mode | Stores information about the dialing mode (Preview, Predictive) of the campaign where the call originated |
| Proactive Outbound | Checkbox to show if the call originated in a proactive outbound campaign. |
| Record List ID | Unique identifier of the Talkdesk Dialer list that the record called is part of. |
| Record List Name | Name of the Talkdesk Dialer list that the record that was called is part of. |
| Record Timezone | Timezone identifier of the record called |
| System Disposition | Disposition selected by the agent at the end of the call. |
Digital Interactions
If you use Digital Channel Engagement (DCE) to manage your digital omnichannel interactions, you can have access to your DCE data in Salesforce. For each digital conversation, a new Talkdesk activity is created, to know more about the information available and how to enable this feature, please refer to this article.
CSAT and Feedback
Customers leveraging Talkdesk Feedback product can have the CSAT value attributed by the customer through a Feedback SMS or IVR, being stored in the Talkdesk activity.
This is available by default for customers with Feedback enabled, so if you don’t see it, please make sure you have all the necessary fields added to the Talkdesk activity layout. If the problem persists, reach out to Talkdesk Support.
| Field Name | Description |
| CSAT | Shows the number replied by the contact person to the CSAT SMS |
| CSAT Icon | image with 1 to 5 blue stars symbolizing the contact person reply to the customer satisfaction survey |
| CSAT Response | Shows the value "True" if the contact person response was valid and "False" if it was invalid |
| CSAT Text Response | Shows the contact person's open reply to the feedback flow survey |
Callback Scheduler Calls
Customers using Talkdesk Callback Scheduler to help agents schedule alarms for later outbound callbacks, can have the call data from the callback calls available in Talkdesk activities.
This information is available for legacy and new data models upon request. Reach out to Talkdesk Support to request its enablement.
Each time a callback attempt occurs, whether it is successful or not, a Talkdesk activity will be created with the following data:
| Field Name | Description |
| Callback Attempt Disposition | Shows the disposition chosen by the agent as the result of that scheduled callback call attempt |
| Callback Final Attempt | Shows if this was the final attempt to make that scheduled callback |
| Callback Parent Interaction ID | ID of the interaction where this callback attempt was scheduled |
| Callback Root Interaction ID | ID of the interaction where the first callback attempt of this callback chain was scheduled |
| Callback Scheduled From | The type of the call where the callback was created (inbound, manual outbound, proactive outbound) |
| Call Attempt Number | Number of this call attempt (if the call was attempted 2 times, this field shows if this Talkdesk activity relates to the first or second attempt) |
| Campaign Name | The name of the Talkdesk Dialer Campaign where the scheduled callback originated from |
| System Disposition | Stores the disposition chosen by the agent at the end of the call. |