Note: As of November 24, 2023, a new version of Talkdesk Home will be available for new customers. To learn more, please go here. We plan to roll it out to existing customers in the first half of 2024. If you want to switch over before that date, please contact Talkdesk Support.
In this article, you will find information on:
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. Reporting: Explore). 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.
2. Choose the role that you wish to configure [1].
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:
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 the “User Status” Card
To change a user on the “User Status” card, follow the three-step instructions at the top of this article, and:
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:
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:
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
The “Logged-in Users” card is always visible. Since all users have access to the Talkdesk Live™ source application, they will be taken to Live when clicking on this card.
“Missed Attempts” card
To edit the permissions on the “Missed Attempts” card, please follow the three-step instructions at the top of this article, and:
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 “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 is always visible. If users have access to the Talkdesk Interaction Analytics™ source application they will be taken to Interaction Analytics when clicking on the card, otherwise, they will see the Customer Experience Analytics Talkdesk page.
“Evaluation Results” card
The “Evaluation Results” card is always visible. If users have access to the Talkdesk Quality Management™ source application they will be taken to Quality Management when clicking on the card, otherwise, they will see the Quality Management Software for Contact Centers Talkdesk page.
“CSAT Results” card
The "CSAT Results" card is always visible. If users have access to the Talkdesk Quality Management source application they will be taken to Quality Management when clicking on the card, otherwise, they will see the Customer feedback survey solution's Talkdesk page.