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Filtering by Team in Talkdesk Live (Closed Beta)

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Note: Teams are available in closed beta.  We are working on new features to introduce further reporting capabilities that, among other things, will allow you to use settings on the team level, assign team leaders to a team or delete unused teams, so stay tuned!

In this first release, you can start taking advantage of Talkdesk Teams filtering capabilities via Talkdesk Live.

To learn how to do this, follow these steps: 

Teams-_Talkdesk_Live.png

  • Access the "Reporting” section on the top menu [1].
  • Select the “Live" tab [2].
  • Click the drop down menu next to ‘Filter by:” [3] to display the list of all the available Teams in your account.
  • Tick the box next to each team you wish to see metrics for to display results for the agents associated to those teams only [4].
  • You can also combine the Teams filter with the Ring Groups filter to get an intersection of the two. When multiple ring groups and teams are selected, only calls and agents related with those ring groups and teams will show up on the widget metrics.

Note: If no teams are selected, results for all teams and agents without a team are displayed. Ticking the ‘All Teams’ box will display results for existing teams [5] only.

Calls are associated to a team based on the user who's handling the call, or if in the queue, the calls that share a ring group with any of the agents of the team(s).

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