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Talkdesk Digital Engagement: Creating Reports and Dashboards

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With Talkdesk Digital Engagement, Supervisors are able to create and customize detailed reports and/or dashboards for all digital channels. These allow Supervisors and Admins to collect real-time and intraday data in order to gain actionable insights into contact center performance across all digital channels.

Reports can be cross-channel or detailed by each channel (Chat, Email, SMS, and more). For more information on Talkdesk Explore reports and dashboards, please refer to the documentation listed below:

 

Managing your Explore Reports and Dashboards

Custom Create Dashboards

Custom Create Reports

 

This article details the sets of data used in creating Digital Engagement reports and/or dashboards.

 

Datasets

“Messaging Contacts” Dataset

This set represents the information from the Contacts’ point of view.

A “Contact” in a report signifies 1 attempt between an Agent and a contact person to resolve an issue. Each row of this report refers to a different contact within a conversation.

 

Interaction: The highest level component that comprises the full activity of communication with a contact. It can include multiple contacts and each contact includes several, more granular, elements that are called segments.

Contact: A conversation can have multiple contacts, depending on the outcome of the initial contact. Examples of situations that will trigger a new contact include: Agent manually sends a conversation back to the general queue; timeout of a conversation assigned to an Agent, transfer of a conversation to another Agent. Contacts are the main reporting element for Supervisors and the one that will be used for staffing purposes (by monitoring queue SLA and queue AHT).

Wrap-up Phase:- Refers to the general phase after the Agent finishes an interaction with a contact. When an Agent manually closes a Conversation, there is a redirect to the wrap-up page that includes the "Notes" and "Dispositions" cards. The Agent will be able to see notes that other Agents left, and is able to update them. To submit the changes, a disposition must be selected. If not, the Agent can click the “Dismiss” button.

 

For complete details on this dataset, please refer to this article.

 

Dimensions

  • Contact ID
  • Interaction ID
  • Interaction Started At
  • Interaction Finished At
  • Interaction Duration
  • Contact Started At
  • Contact Finished At
  • Contact Duration
  • Channel Type
  • Interaction Direction
  • Contact Person Channel Identifier
  • Touchpoint Identifier
  • Interaction Status
  • Contact Person ID
  • Contact Person Name
  • Contact Finished Reason
  • User ID
  • User Name
  • Conversations
  • Notes
  • Disposition Name

 

Metrics

Note: 

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You can access metrics for any of the channels on the menu on the right side of the tab.

 

  • Total Messaging Interactions
  • Total Messaging Interactions Closed
  • Total Messaging Interactions Open
  • MAX Messaging Interactions Duration
  • MIN Messaging Interactions Duration
  • % Messaging Interactions Open
  • % Messaging Interactions Closed
  • Number of Inbound Interactions
  • Number of Outbound Interactions
  • AVG Messaging Interactions Duration
  • ACW Completed
  • ACW Offered
  • ACW Rejected
  • ACW Timeout
  • MAX ACW duration
  • MIN ACW duration
  • AVG ACW duration

 

Example:

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Note:

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Any of the Dimensions or Measures shown in the image above can be used as filters while using Explore.

 

“Messaging Traffic” Dataset

This set represents the granularity of each individual message within the different available contacts. Each row of the report refers to a different message.

 

For complete details on this dataset, please refer to this article.

 

Note: The Messaging Traffic dataset is not available for the Email channel at this time. It will become available shortly.

 

Dimensions

  • Interaction ID
  • Channel Type
  • Contact ID
  • Contact Person Name
  • Contact Person ID
  • Message Created at
  • Message Direction
  • Message ID
  • User ID
  • User Name

 

Metrics

  • % of Messages Received
  • % of Messages Sent
  • Total Messages
  • Total Messages Received
  • Total Messages Sent

 

Note:

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Any of the Dimensions or Measures shown in the image above can be used as filters while using Explore.



Using the “Messaging Contacts” Dataset

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Start by opening Talkdesk and clicking on the Reporting tab [1]. Access the Explore tab [2] and then click on the Create button [3]. You will now be able to create a new Report or a new Dashboard.



Creating a New Report

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To create a new report, click the Create button [1] and choose the Report [2] option. 

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Select the dataset you wish to use from the drop-down menu [3]. Once you select your desired dataset, you will be able to use the measures and dimensions available to create your reports, as shown in the image below.

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Creating a New Dashboard

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To create a new dashboard, click the Create button [1] and select the Dashboard [2] option. 

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Start by typing a name in the box for your dashboard and then click Create [3].

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Click on the New Tile button to begin building your dashboard.

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On the “Choose a Data Set” menu [4], select a data set from the drop-down list. The “Messaging Contacts” and “Messaging Traffic” data sets will be available in the “Create Area” section [5]. By clicking on it, you will be able to see all respective Measures and Dimensions, as exemplified in the image below.

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Example of a Custom Dashboard

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In the image above, you can see what a custom dashboard looks like. It includes the following types of information:

  • Unified reporting for digital channels.
  • Specific metrics and details per channel.




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