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Talkdesk Home (for Supervisors) FAQ

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General

What is Talkdesk Home (for Supervisors)?

Talkdesk Home (for Supervisors) 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 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.

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

Why is the user in a status the longest at the top? 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 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 leftover 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 single most recent login for logged-in users.  If an agent has multiple login/logout pairs for the day, only the most recent one displays. A link to view full session details in Talkdesk Guardianis planned for this card.

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

Yes, this status is considered and 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.

 

“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, he may receive a message about the status change and which manager changed his status.

Are any particular changes prohibited?

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

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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