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Talkdesk Home FAQ
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Index:

  • General:
    • What is Talkdesk Home?
    • Home appears to be very similar to Live Reporting. Is it possible to put “Live Reporting” cards on Home, or vice versa?
  • Mechanics:
    • How can I refresh the Home page?
    • Some cards show “live” but they don’t update instantly. Why?
    • Can all cards be filtered by “Team” and “Queue”?
    • How do I know which cards each filter can impact?
    • I chose all teams for a filter, then some users disappeared. What is happening?
    • Can I resize or rearrange cards?
    • Can I remove cards I do not want?
    • Are there more cards I can add?
  • Cards:
    • “User Status” card:
      • The users that are in a certain status for the longest are displayed at the top. Why?
      • Can I view all agent statuses at once?
      • I know I have users in active status, but I don’t see them. Why?
    • “Queued Contacts” card:
      • Can I choose which queues are shown on this card?
      • How/Why do the queued contacts bars turn red?
      • Why do queues disappear?
    • “Service Levels” card:
      • How can I see what my Service Level is?
      • Can I see the Average Speed of Answer (ASA) on the “Service Levels” card?
      • What is ABR?
      • Does ABR include short abandons?
    • “Logged-In Users” card:
      • Where does this card link to?
    •  “Missed Attempts” card:
      • What kind of data powers this card?
      • How is the data on this card sorted?
      • How often does the card on this data refresh?
      • Why do some missed calls take longer to appear?
      • What happens if the same call is ignored/rejected multiple times, sending the caller back to the queue over and over?
      • 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.
      • My center uses auto-answer, so this card is always blank.  Can I hide it?
  • Actions:
      • Is there a confirmation for changing an agent’s status? Will the agent know?
      • Are any particular changes prohibited?
      • What happens when I click the “√” icon?
      • Is there an undo for checking done?
      • What happens when I click on the  “x” icon?
      • Is there an undo for dismissed rows?

 

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 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 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

Where does this card link to?

When you click on this card, it redirects you from Talkdesk Home to the application where the source information is available. In this case, it takes you to the “Count of Agents Logged In” widget in the Talkdesk Live™ application.

 

“Missed Attempts” card

What kind of data powers this card?

The“Missed Attempts” card is powered by the Ring Attempts data set and surfaces users who are ignoring and/or rejecting the calls the most. Attempts missed with the status "Device Unavailable" are excluded from this card's result because they do not represent work avoidance behavior.

How is the data on this card sorted?

Users who have the highest count of “Missed Attempts” 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 Attempts” 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 attempts 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 Attempts” for each and every failed ring attempt on the call. A single caller could cause the count of missed attempts 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

Where does this card link to?

When you click on this card, it redirects you from Talkdesk Home to the application where the source information is available. In this case, it takes you to the Talkdesk Interaction Analytics™ application.

 

“Evaluation Results” card

Where does this card link to?

When you click on this card, it redirects you from Talkdesk Home to the application where the source information is available. In this case, it takes you to the Talkdesk Quality Management™ application.

 

“CSAT Results” card

Where does this card link to?

When you click on this card, it redirects you from Talkdesk Home to the application where the source information is available. In this case, it takes you to the Talkdesk Feedback™ application.

 

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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