The table below shows information about Talkdesk Home cards and provides details about key properties for each card:
|
Card Name |
Talkdesk Source System |
Data Scope |
Freshness |
Filtering |
Primary Sort |
Associated Permission* |
|
“User Status” |
CCaaS |
Real time; 24 hour lookback |
≤ 5 seconds |
“Teams” and “Queues” |
Longest Duration in Status |
“Reporting:Explore” > ”Dashboards” > ”Agents” > View |
|
“Queued Contacts” |
CCaaS |
Real time; 24 hour lookback |
≤ 15 seconds |
“Queues” |
Longest Average Waiting Time |
“Reporting:Explore” > ”Dashboards” > ”Calls” > View |
|
“Service Levels” |
CCaaS |
Day-to-date |
≤ 15 seconds |
“Queues” |
Lowest Service Level |
“Reporting:Explore” > “Dashboards” > “Contacts Service Level” > View |
|
“Logged-in Users” |
CCaaS |
Real-time; 12 hour lookback |
≤ 15 seconds |
“Teams” |
Longest Duration Logged In |
“Reporting:Explore” > ”Dashboards” > ”Agents” >View |
|
“Missed Attempts” |
CCaaS |
Day-to-date |
≤ 15 seconds |
“Teams” and “Queue” |
Highest Volume of Missed Calls |
“Reporting:Explore” > ”Dashboards” > Ring Attempts > View |
|
“Sentiment Monitor” |
Talkdesk Interaction Analytics™ |
Day-to-date |
≤ 15 minutes |
“Queues” |
Lowest Sentiment |
|
|
“Evaluation Results” |
Talkdesk Quality Management™ |
Week-to-date |
≤ 15 minutes |
“Teams” and “Queue” |
Lowest Evaluation Score |
“Quality Management” > “Evaluations” > “Evaluations" > View |
|
“CSAT Results” |
Talkdesk Feedback™ |
Day-to-date |
≤ 15 minutes |
Lowest CSAT Score |
*To learn more about Talkdesk Home permissions, please visit this article.