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Summary: A fix has been deployed to correct the call direction classification for Talkdesk Dialer predictive dialing calls in reporting. Going forward, Predictive call interactions previously flagged as “Inbound” in the Contacts report and Activity report will now correctly be classified as “Outbound”. Impacted customers: All accounts using Talkdesk Dialer predictive mode. |
What is changing and why
Talkdesk Dialer initiates predictive calls on behalf of agents, and they are defined as outbound calls. Historically, due to how these calls were routed to agents (similarly to inbound calls), they were tagged as “Inbound” in the Contacts report and Activity report, while correctly appearing as “Outbound” in the Calls report. This inconsistency caused confusion when customers compared metrics across reports from Explore.
With this change, Predictive calls initiated by Talkdesk Dialer will now consistently be classified as “Outbound” across reports, aligning reporting behavior with the actual nature of the interaction and eliminating discrepancies between Calls, Contacts, and Activities reports.
Impact & Action Required
- No customer configuration changes or data migrations are required.
- Reporting Impact: Customers using Contacts or Activities reports will see the outbound volume increase, and inbound volume decrease when launching Talkdesk Dialer campaigns with predictive dialing mode. There is no impact on the underlying interaction records, this is a correction to the call direction flag.
- Talkdesk Dialer Campaign Dashboards: The agent metrics, total talk time, and average talk time will now be visible in Talkdesk Dialer Campaign dashboards for predictive dialing campaigns. Customers may notice new outbound activity that was previously not surfaced there.
- Historical Data: No retroactive data backfill will be applied. Only new interactions will reflect the corrected direction flag classification in Contacts, Activities, and Live reports and dashboards.
Time and Duration
The fix of the direction flag from inbound to outbound is already generally available.
Resources
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