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Talkdesk Home: Access and Permissions

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Accessing Talkdesk Home

Access to Home is granted by adding a user to the Home application. To know how to add a user, please read the “Access and Permissions” section of this article.  Adding a user will grant access to the following features:

  • Personalized welcome message.
  • Dashboard filters (“Teams” and “Queues”).
  • “Promotional” cards.

 

Talkdesk Home Permissions

There are no dedicated permissions for the cards and features on Home, requiring additional setup. The cards and features are enabled or disabled based on how other Talkdesk features are accessed by users (e.g. Guardian, Reporting: Explore, among others). For Supervisors and Administrators, all cards and actions are enabled by default.

 

Editing Permissions

To learn how to edit the permissions for the cards and features on Home, please follow the steps below:

1. Select Admin, and then click Roles and Permissions.

_Home_Access_and_Permissions_1..png

2. Choose the role that you wish to configure [1].

_Home_Access_and_Permissions_2-3..png

3. Select the Permissions tab [2] and click Edit [3].

 

“User Status” card

To edit permissions on the “User Status” card, please follow the three-step instructions above, and:

_User_Status__Card._CERTO.png

1. Scroll down to Reporting: Explore” [1], and click the expand-collapse arrow button.

2. Under “Dashboards” [2], select View [3], next to “Agents” 

3. When you have finished configuring the permissions, click on the Save button

Important note: When you change this permission to have a specific outcome on Home, it will also impact Explore Reporting.

 

Changing User Status on “User Status” Card

To change a user on the “User Status” card, follow the three-step instructions at the top of this article, and:

Changing_a_User_Status_on_the__User_Status__Card._CERTO.png

1. Scroll down to Reporting: Live” [1], and click the expand-collapse arrow button.

2. Next to “Dashboards”, select the Manage permission [2], and click Change User Status [3], next to “Supervisor Actions”.

3. When you have finished configuring the permissions, click on the Save button.

 

“Queued Contacts” card

To edit the permissions on the “Queued Contacts” card, follow the three-step instructions at the top of this article, and:

Queued_Contacts_card._CERTO.png

1. Scroll down to Reporting: Explore” [1], and click the expand-collapse arrow button.

2. Under “Dashboards” [2], select the View permission [3], next to “Calls”.

3. When you have finished configuring the permissions, click on the Save button. 

 

“Service Levels” card 

To edit the permissions on the “Service Levels” card, follow the three-step instructions at the top of this article, and:

_Service_Levels__card_1-3..png

1. Scroll down to "Reporting: Explore" [1], and click the expand-collapse arrow button.

2. Under “Dashboards” [2], select the View permission [3], next to "Contacts Service Level".

3. When you have finished configuring the permissions, click on the Save button. 

 

“Logged-in Users” card

To edit the permissions on the “Logged-in Users” card, follow the three-step instructions at the top of this article, and:

_Logged-in_Users__card._CERTO.png

1. Scroll down to “Reporting: Explore” [1], and click the expand-collapse arrow button.

2. Under “Dashboards” [2], select the View permission [3], next to “Agents”.

3. When you have finished configuring the permissions, click on the Save button.

 

Drill to Guardian from “Logged-in Users” card

To drill to Guardian from the “Logged-in Users” card, follow the three-step instructions at the top of this article, and:

drill_to_Guardian_from__Logged-in_Users__card._CERTO.png

1. Scroll down to “Guardian” [1], and click the expand-collapse arrow button.

2. Select the View permission [2], next to “Logs”.

3. When you have finished configuring the permissions, click on the Save button.

 

 “Missed Contacts” card

To edit the permissions on the “Missed Contacts” card, please follow the three-step instructions at the top of this article, and:

Home_permissions_1-2..png

1. Scroll down to Reporting: Explore” [1], and click the expand-collapse arrow button.

Home_permissions_3..png

2. Under “Dashboards” [2], select the View permission [3], next to “Ring Attempts”

3. When you have finished configuring the permissions, click on the Save button.  

Important note: When you change this permission to have a specific outcome on Home, it will also impact Explore Reporting.

 

 “Sentiment Monitor” card

The “Sentiment Monitor” card appears, including its actions (drills and dismiss) when the user has access to the Talkdesk Interaction Analytics™ source application. Users without access to Interaction Analytics are presented with a promotional card to learn more about the application.

 

“Evaluation Results” card

The “Evaluation Results” card appears, including its actions (drills and dismiss) when the user has access to the Talkdesk Quality Management™ source application. Users without access to Quality Management are presented with a promotional card to learn more about the application.

To edit permissions on the “Evaluation Results” card, follow the three-step instructions at the top of this article, and:

Evaluations_results_card_1-3..png

1. Scroll down to “Quality Management” [1], and click the expand-collapse arrow button.

2. Under “Evaluations” [2], select the View permission [3], next to “Evaluations”.

3. When you have finished configuring the permissions, click on the Save button.

 

“CSAT Results” card

The "CSAT Results" card appears, including the dismiss action when the user has access to the Talkdesk Feedback™ source application. Users without access to Talkdesk Quality Management are presented with a promotional card to learn more about the application.

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