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Release Notes | January 13, 2021 | Talkdesk Explore


On Wednesday, January 13th, 2021, we will release New Dashboards and Reports in Explore, based on the Talkdesk® New Data Model.

The New Default Dashboards will be available for all customers. Based on Talkdesk’s' New Data Model paradigm, these reports will enrich the analysis tool by providing Dashboards with quick snapshots focused on the most important KPIs of your Contact Center, both for Contacts and Ring Attempts.

The New Default Dashboards are:

  • Agent Contacts' Volumes and Durations.
  • Contacts' Service Level.
  • Inbound Contacts' Volumes and Durations.
  • Outbound Contacts' Volumes and Durations.
  • Ring Attempts.

The New Default Reports guarantee that you can consult and export all the existing dimensions for Contacts and Ring Attempts. They also bring new summary reports with helpful data digest around and about Ring Groups, Teams, Users, and also Volumes, summarized by time units like days of the week and hours of the day.

Along with the Contacts and Ring Attempts Default Reports, we will now also have the following New Default Reports with New Data Model information:

  • Contacts’ Ring Groups Summary.
  • Contacts’ Volume by day of the week.
  • Contacts’ Volume by hour of the day.
  • Ring Attempts Summary.
  • Teams’ Contact Summary. 
  • Users’ Contact Summary.

For more information, please visit our documentation:

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