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Customer question

Expert answer

There was a release note a while ago about being able to change the visualization on the count of agents logged in metric. Did this release happen (we still can't change it)?

Since our Spring' 21 release, the agent logged-in metric can be shown in a donut format to provide an aggregated view of agents' activity statuses, allowing for better interpretation of staff performance. To view the visualization in an already existing agent logged-in metric, a breakdown by status must be applied.


We will have a new agent status drill-down feature that will enable you to drill down into more information about the agent logged in metric. For example, the donut view will present the primary agent status - drilling down will retrieve more detailed information regarding the default and custom status.


Disclaimer: Timelines may change at Talkdesk sole discretion.

Are we able to to get an agents list that adds additional columns to the live reporting? Specifically we would want daily durations for each status and total call volume for the day by agent.

This feature is not currently on Talkdesk Live's roadmap but will be evaluated by our Product Team.

Integrate with SFDC to let me know when they have emails and calls.

Concerning integration with Salesforce displaying information on email and chat, this is not currently on Talkdesk Live's roadmap.

 

Customer question

Expert answer

Live chart is loading too slowly. How to minimise the load time, and choose most efficient slots for report.

This behavior should not occur. If it is something frequent when using Talkdesk Live, please get in touch with your Customer Success Manager with more detailed information to better diagnose the issue.

How can I click on the widget to see underlying data without having to filter and unfilter each time?

Launching this fall release, we will have a new agent status drill-down feature that will enable you to drill down into more information about the agent logged in metric. For example, the donut view will present the primary agent status - drilling down will retrieve more detailed information regarding the default and custom status.

We plan to use this expanded metric breakdown to all widgets by applying a second breakdown level to a given metric to have more contextual underlying information, in the same widget, without the need to filter and unfilter each time.


Disclaimer: Timelines may change at Talkdesk sole discretion.

Why is the Avg. Wait time on Live showing a different number when looking in explore under "Contacts Service Level"?

This seems to be a specific use case that would require a more detailed investigation on this particular account, user and report. If this is your case, please get in touch with your Customer Success Manager with more detailed information to better diagnose the issue.

Can we click into a call in the Live Dashboard to view or listen to a call?

Yes, you can monitor a live call. From the Contacts List widget, click the 3 ellipses to the right of the call you want to monitor. You can see the option to monitor there. Make sure your assigned role has the Supervisor Actions permission enabled.

 

Customer question

Expert answer

Can dashboards be set to agents without having to have Support populate it?

We are developing the dashboard sharing capability. This feature will allow you to share Live dashboards with or without granting editing permissions per user/team, so you can safely share relevant dashboards and reports to keep teams and stakeholders in the loop about key insights and trends.


Disclaimer: Timelines may change at Talkdesk sole discretion.

How to align SLA between real-time dashboard SLA and Explore SLA?

This seems to be a specific use case for the account/user. Perhaps some filters need to be adjusted or any other underlying issue. If this is your case, please get in touch with your Customer Success Manager with more detailed information to better diagnose the problem.

In the future would we see the real-time analytics integrated into Forecasting so view SLA current and trending for the day?

We already provide this type of visualization today, with Talkdesk Workforce Management, on the 'Insights' page, where predicted metrics - including interaction volumes, AHT, and Service levels - can be compared with actual intraday performance.

Are you able to split metrics by region?

"Region" would indicate an agent's location, meaning that only agent-based metrics could be identified with a region. All queue-based metrics can not, for example: Arrivals, Abandon Rate, Service Level, etc.

 

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