Talkdesk Home Card Catalog

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 Contacts”

CCaaS

Day-to-date

≤ 15 seconds

“Teams” and “Queue”

Highest Volume of Missed Calls

“Reporting:Explore” > ”Dashboards”  > Ring Attempts > View

“Sentiment Monitor”

Talkdesk Interaction AnalyticstTM

Day-to-date

≤ 15 minutes

“Queues”

Lowest Sentiment

 

“Evaluation Results”

Talkdesk Quality ManagementTM

Week-to-date

≤ 15 minutes

“Teams” and “Queue”

Lowest Evaluation Score

“Quality Management” > “Evaluations” > “Evaluations" > View

“CSAT Results”

Talkdesk FeedbackTM

Day-to-date

≤ 15 minutes

 

Lowest CSAT Score

 


*To learn more about Talkdesk Home permissions, please visit this article.

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