How can we Help?

Release Notes | May 4, 2021 | Talkdesk Explore

Follow

On Tuesday, May 4th, 2021, we will release four new dimensions to Contacts Historical information in Talkdesk Explore, to provide additional context and detail on the activities of our customers’ contact centers.

Those new dimensions are:

  • Handling Ring Group: Until now, the Ring Group of the first assignment was defined as the Contact Ring Group. To inform you about what happened to a contact and who handled it, we added a dimension that returns the information of the Ring Group that handled the contact, and which may not be necessarily the one that was configured to be the “first assigned to”. This complements and provides historical context for the Live Ring Group Dimensions that we recently released to Talkdesk Live.
  • User ID: To complement the information that already exists about the user (name) we have now made available the user ID.
  • Direct Assignment User ID: To complement the information that already exists about the Direct Assignment user (name) we have now made available the Direct Assignment User ID.
  • Team ID: To complement the information that already exists about the Team (name) we have now made available the Team ID.


The new dimensions will be available in the following Contact’s Model areas:

  • Explore API Contacts endpoint.
  • Contacts Dataset.
  • Contacts Default Report.
All Articles ""
Please sign in to submit a request.