Preparing for the New Home Experience: FAQ – Knowledge Base

Browse through the most frequently asked questions on replicating metrics from Talkdesk Home (Legacy) in both Talkdesk Live and Talkdesk Explore. In upgrading to Talkdesk Home (New), action may be required to build out in Talkdesk Live™ and Talkdesk Explore™ the metrics you were used to seeing in Talkdesk Home™ (Legacy).

As mentioned in the May 15, 2023 Product Notice, some of the cards in Talkdesk Home™ transformed into quick links, while the data will continue to be available in the source applications.

On November 24, 2023, we shared that we're introducing a new design in Home, beginning with new customers, to replace the remaining cards and quick links. This update aims to deliver an enhanced and unified reporting experience, boosting both performance and accuracy. We plan to roll out the new design to existing customers in the first half of 2024. To learn more about the new design and what it offers, please go here.

General

When will I have access to the new Talkdesk Home?

Learn more here.

Where are the cards in Talkdesk Home (Legacy) going?

The legacy Home cards will be removed. To host a similar experience, depending on your needs, dashboards and reports may need to be set up in Live and Explore. See “Replicating Metrics” below.

What does the new Talkdesk Home include?

Learn more here.

Is the landing page of the new Talkdesk Home customizable?

The new Talkdesk Home landing page is not customizable.

Who has access to the new Talkdesk Home?

By default, the new Talkdesk Home is visible to the system default roles of “Administrator” and “Supervisor”. Users with other roles, including “Agent”, will land in the Conversations App. User access to the new Talkdesk Home can be customized by Administrators or Supervisors. Learn more here.

Can I uninstall the new Talkdesk Home?

Yes. Talkdesk Home can be uninstalled from specific users or roles, or all users. Learn more here.

Replicating Metrics shown in Talkdesk Home (Legacy) in Talkdesk Live

I'm preparing to upgrade from Talkdesk Home (Legacy) to Talkdesk Home (New). How do I replicate the metrics I see in Home with a dashboard in Live?

Create a dashboard with the following widgets:

See the articles Creating Live Dashboards and Configuring Widgets for more details on how to do this.

Here’s an overview of how a dashboard with the above widgets could look like:

You can filter the whole dashboard by Queue and, if you wish to filter the widgets by Team, you can do so in the widget settings. See here which filters are available for each of the widgets listed above.

I need to support my agents in transitioning from the Legacy to New Talkdesk Home experience. Can I allow my agents to see the same reporting data in Talkdesk Live?

Yes, you can achieve this in two steps:

Create a dashboard as explained in the previous question.
Share the dashboard with all users.

Alternatively, you can also give access to Talkdesk Live to users with the Agent role or a custom role (by default, Talkdesk Live is available only to the Administrator and Supervisor roles). Learn how to manage role permissions here.

Check our step-by-step videos:

Not all data that exists in Talkdesk Home (Legacy) will be available in Talkdesk Live. Where do I find data on Evaluation Results, CSAT, and Sentiment Monitor?

Similar data is available in Talkdesk Explore and Interaction Analytics. See here the full mapping between the experience in Talkdesk Home (Legacy) and Talkdesk Live, Explore, and Interaction Analytics.

Replicating Metrics shown in Talkdesk Home (Legacy) in Talkdesk Explore

I'm preparing to upgrade from Talkdesk Home (Legacy) to Talkdesk Home (New). How do I replicate the metrics I see in Home with reports in Explore?

“Evaluation Results” data is available by creating a “QM Evaluation Analysis” report. Requires having access to the Talkdesk Quality Management app and the Create feature in Talkdesk Explore.

“CSAT Results” data is available by creating a “Feedback Flow” report. Requires having access to the Talkdesk Feedback app and the Create feature in Talkdesk Explore

Sentiment has been deprecated and, as a result, “Sentiment Monitor” data is no longer available (see the End of Life Notice here). As an alternative, we suggest exploring the “Dashboards” tab in Talkdesk Interaction Analytics. Requires having access to the Talkdesk Interaction Analytics app.

See here the full mapping between the experience in Talkdesk Home (Legacy) and Talkdesk Live, Explore, and Interaction Analytics.

I need to support my agents in transitioning from the Legacy to the New Talkdesk Home experience. Can I allow my agents to see the same reporting data in Talkdesk Explore?

Yes, you can share custom reports with your team. Learn how here.