Talkdesk CX Sensors: Overview

Talkdesk CX Sensors™ is an alert system that allows supervisors to improve interaction quality by detecting customer experience events in real-time. With CX Sensors, you can set up alerts based on specific keywords or phrases, so you can proactively coach agents and avoid escalations. 


Enabling real-time transcription for CX Sensors

To enable real-time transcription for CX Sensors, please follow the instructions provided in the Configuring AI Launchpad documentation.


Accessing CX Sensors  

To access the "CX Sensors" page, please follow the steps below:


1. Log in to your Talkdesk account on workspace using your credentials [1].

2. Click on the Interaction Analytics [2] option. 


3. Select the CX Sensors tab [3].

When accessing the "CX Sensors" page, you will be presented with a list of your currently defined CX Sensors, as well as the following data:

  • Refresh [1]:  By clicking on this button, all the information displayed on the list will be updated.
  • You’ll see the total number of configured CX Sensors [2].
  • Create Sensor button [3]: Click this button to open the “Create Sensor” side panel, where you can define your sensor’s characteristics.
  • “Sensor name” [4]: The name given to the sensor.
  • “Category” [5]: The category defined for the sensor.
  • “# Hits” [6]: Updated number of sensor hits. 
  • The arrow next to “# Hits” provides the ordering of the list.
  • Pencil icon [7]: By clicking on the pencil icon, it will open the “Edit Sensor” side panel.
  • More Options button [8]: If you select this button, both the notifications ON/OFF toggle and the “Delete sensor” disappear.
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