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Installing Talkdesk CX Cloud and Accessing Agent Workspace

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This article illustrates how you can access Talkdesk and install the Talkdesk CX Cloud application. By following this guide, you will be able to — among others —  use the four Talkdesk Agent Workspace apps:

  • Activities
  • Contacts
  • Conversations
  • Voicemails

The access and installation steps below consist of the following:

 

Installing the Talkdesk CX Cloud macOS Desktop Application 

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  • Log in to the browser portal (Talkdesk main) and add “/download” at the end of the URL of your account. Example: [your-account-name].mytalkdesk.com/atlas/download.
  • Select your operating system. For macOS : MAC > DMG.
  • Click on the Download button.
  • Once the download is complete, open the file. A pop-up should appear on your screen. On the pop-up, drag the Talkdesk icon onto your “Applications” folder.

Note: Depending on your macOS system configurations, the operating system may not allow you to open an app that was not installed via the Apple Store. 

To grant permission, go to Security Settings > System Preferences > Security And Privacy > General tab.

 

Installing the Talkdesk CX Cloud Windows Desktop Application

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  • Log in to the browser portal (Talkdesk main) and add “/download” at the end of the URL. Example: [your-account-name].mytalkdesk.com/atlas/download.
  • Select your operating system. For Windows: WINDOWS > EXE.
  • Click on the Download button.
  • Once the download is complete, open the file. The log-in screen of the app should now appear.

Migrating to Agent Workspace

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As a rule, all Agent Workspace apps come pre-installed when you access Talkdesk main. In order to grant access to these apps, just go to the My Apps option and look for the one you wish to enable to your users. 

           1. Configuring App Access (by Role or User)

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To grant permission for users to utilize Agent Workspace apps, simply head to the Talkdesk’s main screen on the browser and click on the My Apps [1] menu, located at the top.

image6.pngFind the app you wish to activate (e.g., Voicemails) for that specific user or set of users. Hover your cursor over the right side of the app’s icon and a “Settings” icon [2] will appear. Click on it to open a new “Manage” menu.

Here, select the Users [3] tab. Use the search bar [4] or manually search the listing below it to select individual users you wish to enable. Click the box next to the desired option to tick it.

You can also select among the roles appearing at the top of the search results to enable usage of the app to all users that have this role. To enable the app to all users, choose the “Select All” option, at the top of the search listing. 

Click on Save Changes [5] to apply your selection. 

 

           2. Setting the Talkdesk CX Cloud Experience as the Default (For Admins)

image11.pngIf you want all agents to access the new Workspace experience by default when they log in to the browser, you can default it for all your users:

  1. Log in to your account on the Talkdesk Classic Version. Example : [your-account-name].mytalkdesk.com/login
  2. Go to the Admin [1] tab and click on Preferences [2]
  3. Find and activate the “Talkdesk CX Cloud Experience” [3] toggle. By turning it on, you are choosing the Talkdesk CX Cloud Experience to be the default experience for your agents.
  4. Click “Save” at the bottom of the page to make the change effective.

image12.pngYou can also change this setting only for specific agents. To do so:

  1. Go to the Admin [1] tab, clicking next on the Agents [2] option.
  2. Select the agent to whom you want to provide the experience by default.
  3. Under “Talkdesk CX Cloud Experience”, select “Yes” [3] to override the account settings.
  4. Turn the “Enable the Talkdesk CX Cloud Experience” [4] toggle on.
  5. Click the Save button to make the change effective

Accessing the Browser Version of Talkdesk CX Cloud

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To log in to the browser version, please follow these steps:

  • Log in to the browser portal (Talkdesk main) and add “/atlas” at the end of the URL of your account. Example: [your-account-name].mytalkdesk.com/atlas.
  • If a pop-up appears, confirm that you want to leave the current site by clicking Leave.
  • An animation will play while Talkdesk is loading.
  • You are now accessing Talkdesk on your browser.

Accessing the Desktop App version of Talkdesk CX Cloud (macOS and Windows)

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On both versions of the app, simply follow these instructions to access it:

  • Log in both on the desktop app and on the browser (when redirected to it by the app). 
  • You now have access to the Talkdesk desktop app.

Note: Depending on your macOS system configurations, the operating system may not allow you to open an app that was not installed via the Apple Store. 

 

Configuring Agent Workspace

           1. Enabling the “Keep on Top” Feature 

To enable this feature, please take the following steps: 

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  1. Click on your initials [1], at the bottom of the lateral menu.
  2. Select the Workspace Settings [2] option.Screen_Shot_2021-10-19_at_2.32.57_PM.png
  3. Activate the “Keep On top” toggle [3], and press the Save button.

           2. Localization (Languages)

To enable this feature, please take the following steps: 

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  1. Click on your initials [1], at the bottom of the lateral menu.
  2. Select the Workspace Settings [2] option.

image2.pngThis will open the “Customization” menu. Find the “Language” option and click on the drop-down [3] to select from a list of languages that are available with your account.

Hit Save [4] to complete the language change.

Note: Some apps may not fully support the selected language.

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