[Preferences] Admin Preferences Overview

By default, account Administrators have access to the Admin app where they can configure account-wide settings using the Preferences tab.

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Below you can find an overview of the Preferences with a brief explanation of each one.

Please note that some features will only be available on certain plans.

General Settings

Time Zone

Your account's timezone.

Business Hours

Configure your account's opening hours.

Blocklist

Configure a list of phone numbers that you wish to block from contacting you.

Default Prefix

Change the default country prefix that is used with outbound calls.

 

Device Settings

Device connection

Enable the "Multiple Device Mode" or "Single Device Mode" for the account. Please note that this action is irreversible and that this setting will be locked afterward.

Note: New accounts have "Single Device Mode" enabled by default and the option "Multiple Device Mode" is unavailable. Studio can only be used with "Device connection" set to "Single Device Mode" and in order to assign numbers to flows and receive calls in Studio, “Single Device Mode” always needs to be enabled. 

Multiple Device Mode - Receive Calls in Browser / External Phone / SIP Phone

Configure in which devices your agents will receive Inbound calls.

Single Device Mode - Allow External Phone / Allow SIP Device

Select which devices you allow your agents to connect.

Routing Settings

Number of Agents to Ring

Number of agents to ring at a time when a new call comes in. Note: The setting may not be available when there is a Studio Flow assigned to a number.

Intelligent Reconnect 

Allow callers that were disconnected within the past 5 minutes to have the option to resume their previous conversation. Note: The setting may not apply when there is a Studio Flow assigned to a number.

After Hours IVR

When enabled, the IVR of your numbers will be active during closing hours. Note: The setting may not be available when there is a Studio Flow assigned to a number.

Automatic Away

Force a status change to Away for any agent that fails to take a specified number of calls in sequence.

Agent IVR

Enable or disable the Agent IVR feature for the whole account; this feature can be used when there are external phone numbers associated with agents or numbers. Note: The setting may not be available when there is a Studio Flow assigned to a number.

Custom Error Message

Set up a text-to-speech message to play in the highly unlikely event of service disruption.

Auto-Answer

When this feature is enabled, calls are automatically answered within one second.

Queue Settings

Queue to Voicemail

Allow a customer in the queue to request a Voicemail, and set the digit that will trigger this action. Note: The setting may not be available when there is a Studio Flow assigned to a number.

Queue Callback

Allow a customer in the queue to request a Callback, and set the digit that will trigger this action. Note: The setting may not be available  when there is a Studio Flow assigned to a number.

Maximum Queue Size

When the specified number is reached, all additional callers will be sent to voicemail. Note: The setting may not apply when there is a Studio Flow assigned to a number.

Forced Queuing

When enabled, your callers will remain in the waiting queue during business hours regardless of agent availability. Note: The setting may not be available when there is a Studio Flow assigned to a number.

Waiting Time Limit

When this limit is reached for a queued call, it will be sent to voicemail or an if-no-answer number. Note: The setting may not be available when there is a Studio Flow assigned to a number.

Metrics Settings

Service Level Threshold

Calls answered within the chosen threshold will be considered as meeting Service Level.

Filter Short Abandoned Calls

Short calls that are abandoned before the chosen threshold will not be reported as abandoned.

Report Files Retention Period

Explore has no execution list. Instead, you have the reports' executions in your email. These are the exports requested either through the Send or Schedule options in Explore. These files are available for 30 days; after this time, the data still exists stored in the database, although it's not downloadable via the email link sent to you.

Reporting Data Retention Period

In Explore (UI and API): The setting Reporting Data Retention Period allows admins to define for how long Talkdesk should keep the account’s historical data. If the value is “1” (minimum value), we will show you the data for 1 day. If you don't set any value in the Reporting Data Retention Period you will have access to the historical data defined at the report/dashboard/dataset level. Check more information in our Data Dictionary and Developers Docs.

Call Settings

Automatically Close Call Summary Window

The "Call Summary" window will automatically close after the set amount of time.

Inbound/Outbound Call Recording

Enable or disable the recording of calls. Note: The inbound setting may not apply when there is a Studio Flow assigned to a number.

Agent-initiated Pause Recording

Allow your agents to pause the recording during a call.

Caller Connection Tone

When enabled, agents will hear a beep when they are connected with the caller.

Dual Channel Recordings

When enabled, it will generate call recordings in stereo with the agent on one channel and the caller/callee on the other channel.

Call Quality Feedback

If enabled, agents will be given the option to rate the quality of the call, when it ends, in the call disposition window.

Agent Workflow

Custom Status

Add or edit Agent Status.

Default Agent Status

The status that agents are set to after logging in.

Agent Next Status

When enabled, agents will be able to select their next status while on a call or during wrap-up.

Desktop Notifications

When enabled, agents will be notified as they receive a call, even if their browser is minimized.

Outbound Caller ID Selection

"Customized" allows agents to select which Talkdesk number to use for outbound calls and "Automated" makes this process automatic.

External Favorites

Configure a list of favorite phone numbers.

 

Login Settings

Single Sign-On Provider

Allows you to select an SSO provider for your agents to log into Talkdesk.

Account Login

If you selected a Single Sign-On Provider you can enable or disable Account Login.

Password Policies

Configure and manage password complexity requirements according to their security needs.

Require Two-factor Authentication

When enabled, it will force agents to configure a two-factor authentication (2FA) method to log into Talkdesk.

Support Access

Activating this option will enable our Support Team to access your account when needed, for configuration, troubleshooting, and support of your account. This will be done according to the user's permissions to view the account's existing data, including personal data. The access to your account data through this option will be subject to monitoring.

 

Storage Settings

Delete Call and Voicemail Recordings

When enabled, call and voicemail recordings older than the selected period will be periodically removed.

Data Storage Provider

Define where you would like to store call and voicemail recordings.

 

Voicemail Settings

Voicemail Enabled

Configure if voicemail is enabled in your account. Note: This setting may not be available when there is a Studio Flow assigned to a number.

Transcriptions

Configure if voicemail transcriptions are enabled in your account. Note: This setting is only available to Classic Inbound Routing. To know how to activate voicemail transcriptions with Studio, please refer to Voicemail component - Preferences.

Maximum Length

Maximum length for voicemail recordings in minutes.

 

Contact Profile

Custom Fields

Additional fields to be displayed on the contact's profile.

 

SMS Settings

SMS (Beta)

If you have Salesforce installed, you can activate your SMS (BETA) service here.

 

Login on Talkdesk Workspace

Activate Talkdesk Workspace as the default login experience
By selecting this option your agents will log in to Talkdesk Workspace instead of Classic.

 

Mobile Agent App

Enable or disable Talkdesk Conversations Mobile App™ for all users.

 

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