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Using Talkdesk Home (for Supervisors)

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Home is a personalized landing page that welcomes and focuses Talkdesk users on daily tasks to complete their highest priority work. To learn how to use it, please follow the instructions below:

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When users open Home, they are redirected to a dashboard-style framework with a personalized welcome message [1]. On the right side of the page,  a Filters button is available [2]. 

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By clicking on the Filters button, a side panel will open where you can filter the data displayed in the cards by specific “Teams” [3] and/or “Queues” [4]

Once you finish choosing the filters,  select the Apply button [5].

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On the cards where the selected filter(s) apply, a “blue dot” icon appears [6]. Clicking on this icon lets you see which “Filters” [7] have been applied to the cards.

 

Managing the Home Cards

Below the personalized welcome, users can view informational cards displaying information within the dashboard framework supporting application-specific actions such as filtering content, drilling to the source application, among other functionalities.

The repository of CCaaS and WEM/AI cards is tailored for the users to only see the ones that contain relevant information for them: 

 

"User Status" Card

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The “User Status” card [1] allows identifying and correcting the agents who have been using a specific status for too long. 

You can pick through the different statuses available by clicking on the drop-down arrow [2]. The longest duration is displayed at the top of the list with the corresponding agent name [3], as well as the respective “Queues” name(s) [4] of the users that have been in the status for the longest. 

It is possible to change the agent’s “Status” directly in this card by clicking on the arrow [5] while viewing the amount of time they have been active in the selected status [6]

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Notes: 

  • Once you successfully change the agent’s status, a confirmation message appears at the bottom of the page [7]
  • The status of an agent cannot be changed while they are on an active call.



"Queued Contacts" Card

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The “Queued Contacts” card [8] shows the queue(s) with the highest number of waiting calls [9].  The queues are automatically ordered such that the queue with the highest number of waiting calls is at the top. The “Longest wait” [10] indicates for how long the longest waiting call has been held in the queue. This card allows focusing on the queue(s) that have the most call waiting, in order to clear them out.

 

Notes: 

  • Once the longest waiting call exceeds a 20-second “Wait Time” threshold, the correspondent “bar” changes color to red.

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  • Once all the queues are empty, an “All Queues Cleared!” congratulatory message appears [11].

 

"Service Levels" Card

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The “Service Levels” card [12]  shows how the queues are performing using the following types of measurement methods:

  • The Percentage of calls  [13] answered within the Service Level threshold configured on the correspondent phone number added to your Talkdesk account under Admin > Numbers.  
  • The “AWT” (Average Wait time) in seconds [14]: The criteria for this wait time metric are the answered calls.  Note: If the “AWT” exceeds a 20-second threshold, the correspondent “bars” changes color to red. 
  • The “ABR” (Abandonment Rate) in percentage [15]: The criteria for this metric are calls that are abandoned while in a queue. Note: Short interrupted (short abandons) calls are not considered here.

 

"Logged-in Users" Card

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The “Logged-in Users” card [16] is developed in collaboration with the Talkdesk Guardian application and allows knowing exactly for how long the agents are logged in [17] based on their single most recent active login (“Login” timestamp [18]).  

In case you flip the sort by clicking on the arrow [19], you can see who just logged in and/or see who might be late. Here, it is also possible to identify who’s possibly working on unauthorized overtime and/or who may have forgotten to log out, based on how long they have been logged in [20].



"Evaluation Results" Card

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The “Evaluation Results” card [21] data comes from the Talkdesk Quality Management application and helps to identify the agents with poor evaluations [22] to address critical quality issues.  Note: By clicking on a specific “User” [23], you will be taken to the Screen Recording page where it is possible to investigate the interaction in detail, including playing a call, reading a transcript, and other applicable functionalities.

The scores shown in this card are the most recent lowest-scoring QM evaluation results, and their corresponding score and “Date” [24]. The worst results are at the top of the list and the better ones at the bottom. 

 

Notes:

  • The View more results link  [25] will redirect the user to the QM “Evaluations” page, to see the full list of evaluations.
  • You can dismiss the rows by clicking on the “x” icon [26]. Dismissing rows does not impact other Home users or the Quality Management source application.



"CSAT Results" Card

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The “CSAT Results” card [27] is powered by the Talkdesk Feedback application and shows the lowest CSAT scores received after an interaction [28], as well as the corresponding “User” names [29] and “Date” [30], in order to address critical satisfaction issues. 

 

Notes:

  • The Feedback scores received are between 1 and 5:
      •  “1” and “2” scores are considered “Negative”.
      •  “3” scores are considered “Neutral”.
      • “4” and “5” scores are considered “Positive”.
  • You can dismiss the rows by clicking on the “x” icon [31]. Dismissing rows does not impact other Home users or the Feedback source application.
  • The View more results link [32] takes you to the “Live Feedback Stream” page, where you can view the live stream of CSAT results feeding in.
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