On Thursday, October 7th, 2021, we will release the following enhancements to Talkdesk Explore™:
- Inbound Contacts: Starting October 7th, the Inbound Contacts metrics in Talkdesk Explore will no longer include Outbound Dialer data. 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.
This upgrade will affect not only future calls, but all past data as well (historical data), ensuring your historical trending is accurate.
As a Talkdesk Explore user, you don't have to change anything nor take any action for this upgrade to take place. For more information, please read our Talkdesk Explore documentation.