By default, account Administrators have access to the Admin app where they can configure account-wide settings using the Preferences tab.
Below you can find an overview of the Preferences with a brief explanation of each one.
- General Settings
- Device Settings
- Routing Settings
- Queue Settings
- Metrics Settings
- Call Settings
- Agent Workflow
- Login Settings
- Storage Settings
- Voicemail Settings
- Contact Profile
- SMS Settings
- Login on Talkdesk Workspace
- Mobile Agent App
Please note that some features will only be available on certain plans.
Your account's timezone.
Configure your account's opening hours.
Configure a list of phone numbers that you wish to block from contacting you.
Change the default country prefix that is used with outbound calls.
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. If you need assistance, please contact Support or your Customer Success Manager (CSM).
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.
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.
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.
Force a status change to Away for any agent that fails to take a specified number of calls in sequence.
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.
When this feature is enabled, calls are automatically answered within one second.
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.
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.
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.
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
Specify for how long historical reports will be available (view/download).
Reporting Data Retention Period
Specify for how long reporting data will be available.
If the field is blank, by default the data retention is up to 13 months or 390 days.
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.
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.
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.
Configure a list of favorite phone numbers.
Single Sign-On Provider
Allows you to select an SSO provider for your agents to log into Talkdesk.
If you selected a Single Sign-On Provider you can enable or disable Account Login.
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.
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.
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.
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.
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 for voicemail recordings in minutes.
Additional fields to be displayed on the contact's profile.
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.