On Thursday, September 30th, 2021, we will release the following enhancements to Talkdesk Live™.
- Inbound Contacts: Starting September 30th, the Inbound Contacts metrics in Talkdesk Live will no longer include Outbound Dialer metrics. Until now, calls coming from the Outbound Dialer were included in the metrics associated with Inbound calls. The Contacts dataset didn’t differentiate between Outbound Dialer metrics and Inbound metrics, such as SL, AHT, Inbound Contacts, among others.
With this enhancement, analysis of Inbound data and all associated metrics will become clearer and therefore more actionable.
As a Talkdesk Live user, you don't have to change anything nor take any action for this upgrade to take place.
As of October 7th, this change will also be applied to Explore dashboards, altering both new and historical data.
For more information, please read our Talkdesk Live documentation.