Talkdesk Home FAQ

 

General

What is Talkdesk Home?

Talkdesk Home is a personalized landing page that welcomes and focuses Talkdesk users on daily tasks to complete their highest priority work.

In its first iteration, Home offers Supervisors a dashboard with “Team” and “Queue” filters, so they can focus on tactical management of their teams and business across Contact Center (CCaaS), Workforce Engagement (WEM), and Artificial Intelligence (AI) applications.

Home appears to be very similar to Live Reporting. Is it possible to put “Live Reporting” cards on Home, or vice versa?

Home is designed to show the most urgent tactical information specifically for Supervisors managing at the team level. Live Reporting is designed to show overall operations for all to view. Some content appears to be similar between the two applications, but the cards are not interchangeable today.

Home is a combination of CCaaS, WEM, and AI data, and offers intraday as well as live data. Live Reporting focuses on CCaaS and live data.

 

Mechanics

How can I refresh the Home page?

Home is designed to run continually without refreshing. Live cards update within seconds, and intraday cards update every 15 minutes. To force a refresh, the entire webpage may be reloaded using a browser function.

Some cards show “live” but they don’t update instantly. Why?

Cards labeled “live” typically update within 15 seconds or less, and this changes periodically as Talkdesk works to enhance the performance across products.

Can all cards be filtered by “Team” and “Queue”?

Filtering by one or both criteria is supported, to allow Supervisors to focus on their team(s) and their queue(s). Once a card is affected by a filter, a “blue dot” will appear on the filter icon in the top right of the respective card. Most cards respond to either “Teams” or “Queues”, however, some may respond to both.

How do I know which cards each filter can impact?

Individual filter indicators are available in the top right on each card. If a card is being impacted by a global filter, a “blue dot” will appear. Clicking the indicator will reveal which, if any, global filters, and the extent to which they are impacting the card. Some cards may not respond to any filtering and will not show a blue dot.

I chose all teams for a filter, then some users disappeared. What is happening?

If agents are not assigned to any team, and the filter is set to view only agents on a named team, there will be no result. Removing all the named teams from the filter to return to an unfiltered state for Home.

Can I resize or rearrange cards?

Not at the moment.

Can I remove cards I do not want?

A user preference to remove cards is not available today. However, some cards can be removed by updating the user’s role to remove the associated permission. Refer to the Talkdesk Home: Access and Permissions article for full details.

Are there more cards I can add?

More cards are planned to be added in the future. Note that if you have removed a promotional card and its source application is subsequently enabled on Talkdesk, the card will automatically reappear when you are added to the newly-licensed application.

 

Cards

“User Status” card

The users that are in a certain status for the longest are displayed at the top. Why?

The card is designed to surface agents who may be abusing codes or stuck in a status for a long time.

Can I view all agent statuses at once?

This card is designed for monitoring which agents are in a certain status for too long. An “All status” option is being considered for the future.

I know I have users in an active status, but I don’t see them. Why?

Double-check the team filters applied for all of Home, being extra cautious regarding users who are not assigned to any team.

 

“Queued Contacts” card

Can I choose which queues are shown on this card?

The potential queues displayed on this card include all, by default, and may be limited by the global filters for Home at the top right of the application.

How/Why do the queued contacts bars turn red?

The queued contacts bar turns red if the longest waiting call has been queued for 20 seconds or more. In some contact centers, having calls in queue for very short durations is not considered urgent.

Why do the queues disappear?

If all calls are emptied from a queue, that queue has been cleared and disappears from the card to allow room for other urgent queues to surface.

 

“Service Levels” card

How can I see what my Service Level is?

The Service Level is the % of calls that were not missed within the percentage threshold configured in the main Talkdesk administration area. For example, if 23% of contacts miss the service level threshold, then the left-over 77% represents the percent that met the Service Level. For reference, a common Service Level is 80% of calls answered in 20 seconds or less. This card shows the 80% portion of the metric.

Can I see the Average Speed of Answer (ASA) on the “Service Levels” card?

This card shows the AWT (Average Wait Time). This includes ring time and roughly equates to ASA.

What is ABR?

ABR is Abandonment Rate, a percentage of calls that abandon while waiting in the queue, or while the phone is ringing.

Does ABR include short abandons?

ABR excludes short abandons (those that abandon under the short abandon threshold).  These are typically callers who hang up so quickly they could have been answered within a reasonable, targeted service level threshold.

 

“Logged-In Users” cards

Can I search or scroll through the users on this card?

Not at the moment.

Can I see the first time an agent logged in today?

This card always shows the first login within the past 12 hours for logged-in users. If an agent has multiple login/logout pairs for the day, only the oldest one displays. A link to view full session details in Talkdesk Guardian™ is available on this card to view all sessions. 

Can I see an agent who is logged in but in the “Offline” status?

Yes, because this card considers log-in sessions only, it is not sensitive to any particular status or lack thereof. Offline users have an active session, so they are included on this card.

Why can I sort the “Duration” column, but not the “Login” column?

Rows have identical behavior for both of these columns, so the separate sort has no functional difference.

Is there a way to force log out an agent who has been logged in a very long time?

Not today. However, this is a future planned action.

 

“Missed Contacts” card

What kind of data powers this card?

The Missed Contacts” card is powered by the Ring Attempts data set and surfaces users who are ignoring and/or rejecting the calls the most.

How is the data on this card sorted?

Users who have the highest count of “Missed Contacts” are shown at the top of the card.  “Offered calls” and a “Missed Calls Rate” are displayed for additional context.

How often does the card on this data refresh?

“Missed Contacts” typically updates once per minute or sooner. The latest refresh interval is displayed on the card.

Why do some missed calls take longer to appear?

The accounting of missed contacts is only considered when the interaction/call is finished. For example, callbacks must be complete.

What happens if the same call is ignored/rejected multiple times, sending the caller back to the queue over and over?

A row will be created on the “Missed Contacts” for each and every failed ring attempt on the call. A single caller could cause the count of missed contacts to increase manyfold for multiple users and/or the same user. 

Is there a way to copy the interaction ID for the missed contact?  I want to run a report to trace the customer journey in Talkdesk.

Yes. Simply click the copy interaction ID button on the row detail and the system will copy it to the clipboard.

My center uses auto-answer, so this card is always blank.  Can I hide it?

Not today. Hiding cards is a planned enhancement for Home in the future.

 

 “Sentiment Monitor” card

What kind of data powers this card?

Sentiment data is powered by the Sentiment detection capabilities from Talkdesk Interaction Analytics, which analyzes transcribed conversations for mood.

How far back are results included on this card?

Conversations with an overall sentiment for the current business day (00:00:00 and forward in the timezone of the account) are included.

How are the results on this card sorted?

Conversations with the worst (most negative) overall sentiment appear at the top of the card and are ranked descending.

Why are neutral and even positive results shown?

Even a conversation that is neutral or positive overall may contain negative utterances inside the conversation. Within a given overall sentiment, the conversations are ordered such that those most likely to be negative rise to the top.

What happens if multiple agents handle a single interaction?

There will be a separate row for each agent on the Sentiment Monitor card; however, each agent will be associated with the same overall sentiment for the interaction.

 

“Evaluation Results” card

How far back are evaluations included on this card?

Evaluations for the current week (00:00:00 Sunday morning to 23:59:59 Saturday night in the timezone of the account) are considered.

Does this card show AI-scored evaluations, or just human-scored?

All types of completed reviews, whether human or AI-scored, are displayed.

 

“CSAT Results” card

How far back are CSAT results included on this card?

Feedback received during the current business day (00:00:00 and forward in the timezone of the account) is included.

 

Actions

Is there a confirmation for changing an agent’s status? Will the agent know?

There is a confirmation message that briefly appears for the Supervisor’s convenience. Depending on where an agent takes calls, they may receive a message about the status change and which manager changed the status.

Are any particular changes prohibited?

Changing the status of an agent on an active call is prohibited.

What happens when I click the “√” icon?

Clicking on the “√” icon marks the row “done” for just the current user only, and on the current browser only.  It affects no other systems, users, or browser windows.

Is there an undo for checking done?

Yes, simply click the icon again to remove the check.

What happens when I click on the  “x” icon?

Clicking on the “x” icon dismisses the row for just the current user only, and on the current browser only.  It affects no other systems, users, or browser windows.

Is there an undo for dismissed rows?

No, but the browser tab can be closed, and all dismissed rows will return.

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