Which features are available?
Talkdesk Live™ offers more metrics and increased granularity into your data. For example:
- Automatic calculation of average handle time.
- Visibility into Ringing and After Call Work statuses for contacts.
- Same-day metrics that update virtually in real-time.
- Widget-level filters.
- Autonomous set of permissions.
- Contact monitoring.
- Changes in agent status.
- Dashboard-level filters.
- Dashboard Timezone selector.
- 4 distinct templates.
- Full-screen mode.
- Drag & Drop and Resize Widgets.
- User-friendly thresholds.
- Search & Sort list views.
- Better use of the available screen real estate / Responsive application.
- Add & Remove Widgets.
- Automatic calculation of max hold time.
- Real-time hold status for contacts.
- Share Dashboards.
Which features are not supported at this point?
We plan to implement support for the following features at a future date:
- Additional widget drill-downs.
Can the user who receives the shared dashboard delete permissions?
No. Only the owner of the dashboard has permission to delete it. The receiver only has View permission.
Does the receiver need to be a Live user?
Yes. To access the shared dashboards, the receiver needs to have access to Live.
What happens when the user who shared a dashboard deletes it?
If the dashboard is deleted by the owner, it is deleted for all users.
Note: Only the owner of the dashboard has Delete permissions.
Is it possible to enable other ways of sharing, such as sharing with users outside my account?
At this time, users are only able to share with other users in the same account.
Can a dashboard owner share a dashboard with users based on ring group or team?
Currently, dashboard creators can only share with specific users or every user in the account.
How will the user that receives the shared Live dashboard be notified?
Receivers can see all the dashboards shared in their list of Live dashboards, under the “Shared with me” section.
Note:If the only dashboard you have available is a shared dashboard, this menu will not appear and it will not be possible to verify that it is a dashboard shared with you.
What does the “Everyone in the account” sharing option include?
The “Everyone in the account” option allows you to share the Live dashboard you created with all current users and future users that are part of your account (including pending users).
How can I see all the dashboards that are shared with me?
You can see all the dashboards shared with you in your list of Live dashboards under the “Shared with me” section.
Can a receiver filter the shared dashboard, even with only view permissions?
The viewer can only change the viewing time zone using the Dashboard settings.
What happens if I make a change to a dashboard I previously shared (e.g., add a new widget or change a filter)?
If you make a change to a shared dashboard, the receiver will see the changes made. The receiver will need to refresh the page to see the updated version of the dashboard.
Note:If the owner of a dashboard changes the time zone dashboard settings, it will not affect the viewing time zone selected by the receiver.
Will the receiver be alerted if changes are made to a shared dashboard?
No, the receiver will not be alerted. The receiver will need to refresh the dashboard to see any changes the owner makes to it. If the owner deletes a shared dashboard, the receiver will no longer find it in the "Shared with me" section of their Live dashboards list.
Can I share a dashboard that wasn’t created by me?
Only the owner/creator can share that dashboard.
Is there a limit on how many Live dashboards I can share?
There is no limit to the number of dashboards you can share.
Is there a limit on how many Live dashboards I can receive?
There is no limit to the number of dashboards you can receive.
Is sharing Live dashboards similar to copying or cloning a dashboard?
Sharing Live dashboards does not create a copy or a clone of the dashboard. Instead, it gives selected users view access to the same original content, with updates included.
How can I identify the dashboards I have shared with other users?
You can identify all the dashboards you have shared through the icon that appears in front of the dashboard's name, in your dashboards’ list.
Is it possible for me to create a dashboard based on one that was shared with me?
Yes, it is possible.
Will the receiver and creator see the same data on a shared dashboard?
The widgets on a shared dashboard will be the same for both the receiver and the creator. The data within those widgets may differ based on how scope is configured for the Live permission on the viewer’s and creator’s respective roles:
- If both the receiver and creator have the same ring group assignments, the data should match.
- If the receiver and creator have different ring group assignments, and/or the receiver’s Live permission scope does not match the creator’s Live permission scope, there may be differences in the data displayed to the viewer and the creator.
Role scopes help contact centers ensure that each user is able to view data appropriate to them. Shared dashboards apply the scope of each user’s role just as they are applied to dashboards that are not shared.
For information about Roles and Scopes, see Roles and Permissions.
For more information, please visit our Talkdesk Live documentation.
- Release Notes Talkdesk Live Share dashboards.
- Article Share Live Dashboards.
- Creating and Editing Dashboards in Talkdesk Live.
- Talkdesk Live FAQ.
- Talkdesk Live Overview.
Contacts data model
What is the Contacts data model?
Talkdesk’s Contacts data model is a new data paradigm where the analysis focuses on Contacts, instead of Calls/Interactions. Having an analysis based on Contacts provides more detail thanks to the new measures and dimensions, providing more flexible and powerful data exploration.
What are the differences between the metrics of the Contacts data model and the metrics of the Calls data model?
The Calls data model metrics are available in Explore and in Live (legacy). The Contacts data model metrics are available in the new version of Live and Explore (new Reports, Dashboards, and Datasets). For more details about the differences compared to the Calls data model, please refer to the article New Contacts Data Model - New and Updated Metrics.
Watch these videos to learn more:
- Contacts data model Explained.
- Contacts data model Explained: using Live.
- Contacts data model Explained: using Explore.
What is an Interaction?
Interactions are a collection of contacts; the Calls data model is based on the data of the interactions only, thus excluding the detail of each contact.
Interactions include all events from the time a call is connected to a flow to the end of the call, including After Call Work. Contacts are only created when an interaction reaches a queue, therefore interactions that don’t reach the queue don’t have contacts.
Interactions can also exist without contacts. This occurs when an interaction reaches your contact center but it does not reach a queue. This is known as pre-call data.
What are the stages of interaction in the Contacts data model?
The Contacts data model allows tracking an interaction more accurately, and it is split into three different levels of detail: Interaction, Segment, and Contact.
Interactions are a collection of contacts. They include all events from the time a call is connected to a flow to the end of the call, including After Call Work (ACW). Contacts are only created when an interaction reaches a queue, therefore interactions that don’t reach the queue don’t have contacts.
Interactions can also exist without contacts. This occurs when an interaction reaches your contact center, but does not reach a queue. This is known as pre-call data.
A segment is a small component of an overall interaction between a caller and an agent. Examples include Queue, Ring, Talk, Hold, After Call Work (ACW), among others.
Segments can overlap for one interaction. For example, two segments coincide after the interaction is transferred: one for when the first agent is in ACW, and another for when the customer is placed into the new, post-transfer queue.
A contact is a collection of segments that generally starts with a wait segment and ends with another wait segment, an After Call Work (ACW) segment, or the termination of the contact.
Contacts are created when the interaction reaches a queue. Contacts are the primary object from which contact center metrics are calculated. Each segment of a contact, the duration of those segments, and the events within the contact are used to report the dimensions and metrics for contact center KPIs.
When is a Contact created?
A Contact is only created once an interaction reaches a queue. No pre-call data is shown in contacts.
Which Contact types exist in the Contacts data model?
The different Contact types translate the outcome of the contact, and they are the following:
- Answered contacts:
- Inbound contacts that reached an agent and were answered.
- Missed contacts:
- Implies that the contact went through the flow, and reached a hang-up (it may ring an agent or not but, in both cases, it will be missed since there was no action from the contact person to leave the queue). Or, after the assignment, the Contact was terminated by a Studio flow rule.
- Abandoned contacts:
- Inbound contacts where the contact person finishes/disconnects the contact before reaching an agent (including disconnecting the call whilst ringing the agent). There was an explicit action by the caller to leave the queue.
- Short abandoned contacts:
- Inbound contacts disconnected by the contact person within the threshold defined in the system for short abandons.
- Connected contacts:
- Outbound contacts where the connection was successful and the agent reached the contact person.
- Not connected contacts:
- Outbound contacts where the connection with the contact person was not successful ending in a disconnected contact.
How are legacy outbound tags calculated?
- Intersection of IVR Tags with Agent ring groups for Legacy IVR Ring groups.
- If the previous is not considered, then follows the intersection of phone ring groups with Agent ring groups.
- If the second is not considered, then the report uses the Phone Number ring groups.
Where can I find more information about the Contacts data model?
For more detailed information, please review the following documentation: