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Talkdesk Healthcare Experience Cloud™ for Providers integrates with Epic to send voice interaction data from both inbound and outbound calls, directly into Caboodle, Epic's enterprise data warehouse. This enables healthcare organizations to combine contact center metrics with clinical and operational data already stored in Epic, supporting more comprehensive reporting, trend analysis, and informed decision-making.

Note: This feature requires account-level configuration. A self-service setup interface is currently in development.

Understanding the Integration

When a voice interaction occurs, Talkdesk captures a set of call metadata and forwards it to Caboodle via the Epic.Common.Utility.DocumentCallAnalytics API. This data is stored as a Patient Interaction Report and becomes available alongside location-based patient event data already in Caboodle.

The following data points are captured per interaction:

• CommunicationID: Identifies the unique contact center interaction (Communication Record ID).
• WaitDuration: Total seconds the caller or agent waited before the call connected.
• TalkDuration: Total seconds the agent spent speaking with the caller.
• WrapDuration: Total seconds the agent spent on post-call wrap-up tasks.
• HoldDuration: Total seconds the call was placed on hold.
• TransferCount: Number of times the call was transferred between agents or queues.
• PhoneSystemID: The Epic Communication type associated with the call.

Note: Calls that do not involve ReceiveCommunication, such as calls generated by the Advanced Dialer, are excluded from this report.

Account Requirements

Before configuring this feature, confirm the following prerequisites are in place:

• Talkdesk Healthcare Experience Cloud for Providers is enabled on the account.
• An active Epic integration is configured and operational.
• The Talkdesk user is configured in Epic with access to the Epic.Common.Utility.DocumentCallAnalytics API.
• Epic's Caboodle is available and accessible in the client's Epic environment.
• The account has voice interactions (inbound or outbound) enabled.

Configuring the Integration

Enabling this feature involves two steps: activating the relevant setting in Talkdesk and requesting the backend reporting job configuration.

Activating the Epic Call ID Sync Setting

1. In Talkdesk, go to Admin and open Industries Settings.
2. Locate the "Enable Epic Call ID Sync" setting.
3. Toggle the setting to On.

Requesting the Backend Reporting Job Configuration

Reach out to your CXM requesting activation of this feature. Your CXM will ask how often you want the batch job to run, with standard practice being a nightly job run.

What Organizations Can Do with This Data

Once the integration is active, organizations can build reports in Caboodle that combine contact center interaction data with clinical and operational records. Examples include:

• Comparing call handle times across months to identify trends or seasonal patterns.
• Correlating transfer counts or wait times with medical events such as appointment no-show rates or readmission rates.
• Monitoring whether wait and response times meet defined service level agreements (SLAs).
• Using historical call data to predict future volume and plan staffing capacity.

Note: Epic clients may reference this capability through Epic Nova Note 907787, "Explore Call Center Metrics in Dashboards and Beyond."