Talkdesk Activities with New Data Model in Talkdesk for Salesforce

Talkdesk for Salesforce can now reflect the New Talkdesk Data Model. This includes a new Talkdesk Activity layout, new fields, and some changes to the existing fields of information, such as more detailed information about calls and their outcomes.

 

Note: The feature is already generally available, but it is not enabled by default. For more information, please contact support.

 

What is different about the new data model?

Interaction Level Talkdesk Activity

Contact Level Talkdesk Activity

Viewing Talkdesk activity with New Data Model information

 

What is different about the new data model?

On the former data model, one interaction was represented by one Talkdesk Activity, independent of, for example, how many call legs existed on that one call.

With the new reporting data model, there will now be a Talkdesk activity for each Interaction, as well as for each Contact within that Interaction:

  • Interaction: The highest level component that comprises the full activity of a communication with a contact person. It can include multiple contacts.
  • Contact: A conversation can have multiple contacts depending on the outcome of the initial contact. Examples of situations that will trigger a new contact include transfer and fallback to a different ring group.

 

Interaction Level Talkdesk Activity

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A Talkdesk Activity of the type Interaction is identifiable as an interaction by its name, which always starts with Interaction, and on the field “Talkdesk Activity Type” at the bottom of the layout, in the system information section.

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The activity at the Interaction level will be created at the beginning of the call, either when the call reaches the contact center (inbound) or when an agent starts a call (outbound).

  • Each Talkdesk activity of the type interaction will have a unique interaction_id and will contain details about the interaction from beginning to end [1]
  • The fields related with the interaction will be shown in the first section of the Talkdesk activity layout [2].
  • The fields in this box [3] will be populated at the end of the call if the account has the Speech Analytics product with Transcriptions enabled.
  • The fields in this box [4] will be populated at the end of the call with information about calls made through Talkdesk Outbound Dialer.

In the table below, you can see more information about the fields present in a Talkdesk Activity of the type Interaction.

 

Field Name

Type of information stored

When is it populated

Start Time

Time at which the call reached the call center (inbound) or the agent dialed (outbound).

When the call finishes.

End Time

Time at which the call finished.

When the call finishes.

Channel

Shows if the interaction was voice, SMS, chat or email.

When the call finishes, for customers using only Talkdesk voice.

Direction

Shows if the interaction was inbound or outbound.

When the call finishes.

Disposition Code

Stores the disposition selected by the agent at call wrap up.

When disposition is set.

Type

Shows if the call was answered (when it has the outbound or inbound value) or if it was missed, abandoned, or short abandoned.

When the call finishes.

Recording

Stores the call recording URL.

When the call finishes.

Interaction id

Stores the id of this interaction.

When the call finishes.

Call id

This field will be deprecated. The new identifiers will be Talkdesk ID, Interaction ID and Contact ID.

 

Talkdesk Touchpoint, Contact Person Channel, Conversation URL, User Email

These fields store information about digital interactions that occur in Talkdesk DCE products.

For more information, check this article.

Customer Overall sentiment, Transcription, Speech Analytics deep link

These fields store call transcriptions for customers using Talkdesk Agent Assist and transcriptions products.

For more information, check this article.

Call attempt number, Campaign Name, Dialing Mode, Proactive Outbound, Record List id, Record list name, Record timezone, System disposition, Started dial time

These fields store information about outbound calls made through the Talkdesk Dialer product.

For more information, contact Talkdesk Support.

 

The main difference from the previous Talkdesk activity data model in terms of information available is that, with the new contacts model, all the information about the status of the call, agent who handled it, call time metrics, and ring groups will be stored at the contact level in the Talkdesk Activities of the type Contact.

 

Contact Level Talkdesk Activity

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A Contact level Talkdesk Activity is identifiable in the same way as the interaction one, by looking at the Name and Type fields in the System Information section. Moreover, for Contacts Talkdesk Activities, it is also shown the related Interaction Talkdesk Activity.

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  • The activity at the Contact level will have a unique contact_id and will contain information about the individual Contacts themselves, which may be multiple during the course of an Interaction
  • Every time a call is added to a queue, or transferred to another agent, a new Contact will begin, and a new Talkdesk activity is created to represent it. 
  • The fields related with the Contact will be shown in the second section of the Talkdesk activity layout.

In the table below, you have more information about the fields present in a Talkdesk Activity of the type Contact.

 

Field Name

Type of information stored

When is it populated

Contact id

Unique identifier for Contacts.

At the end of the contact.

Contact Status

This field will show if the contact is In progress, Finished, Acw, or if it was terminated.

At the end of the contact.

Assignment Status

This field shows if the inbound contact was successful, missed, abandoned, short abandoned, or voicemail.

At the end of the inbound contact whether successful or not.

Ring Groups

Reference filter for the ring group (queue) where the contact was assigned to at the assignment moment.

At the end of the contact.

Contact Start Time

Timestamp of the time at which the contact started.

At the end of the contact.

Contact End Time

Timestamp of the time at which the contact ended and the agent became available.

At the end of the contact.

Customer Answer Time

Time that took for the customer to answer an outbound call.

At the end of the outbound contact.

In Business Hours

If the contact reached the contact center inside the defined Business Hours.

At the end of the contact.

Contact Phone

Customer phone number.

At the end of the contact.

Talkdesk Phone

Talkdesk phone number used. 

At the end of the contact.

Transfer Type

For contacts that started from a transfer, it shows if the Transfer In was Warm or Blind Transfer.

At the end of the contact if there was a transfer.

Total Contact Time

Total duration of the contact, since the moment it entered a queue to the moment it ended.

At the end of the contact.

Talk Time

Calculates the total talk time for inbound and outbound contacts. The timer begins when the contact person starts interacting with an agent, and ends when the contact is finished or transferred.

At the end of the contact.

Hold Time

Dimension that reflects the sum of both Soft and Hard hold durations.

At the end of the contact.

Wait Time

How long the contact person waited for their contact to be answered in seconds. Does not include IVR nor voice prompts, but includes ringing time.

At the end of the contact.

Ringing Time

The total time it took for an agent in the contact center to answer the contact after it first started ringing, in seconds.

At the end of the contact.

Acw time

Time a user takes to wrap up a call and hit the dismiss option for the post call modal.

At the end of the contact.

Miss Time

The time it took for a contact to be missed.

At the end of the contact.

Abandon Time

The time between a contact's entering queue and the caller’s disconnecting before reaching an agent. Excludes short abandons.

At the end of an Abandoned Contact.

Short Abandon Time

The time that took for a contact to be short abandoned. The short abandoned threshold is also defined in the system. If no setup is in place, the contact is considered abandoned.

At the end of the contact.

Connection Status

Shows if the outbound contact was answered or not by the customer.

At the end of an outbound contact.

Answered At/Connected At

Timestamp of the moment the contact was answered by an agent (inbound) or the moment the contact was answered by the customer (outbound)

At the end of a successful inbound or outbound contact.

User

Lookup for the Salesforce user of the agent who handled the call.

At the end of the contact.

Team id

Unique identifier for Team Name.

At the end of the contact.

Forward to external

Shows if the contact was forwarded to an external number, either by a studio flow or by an agent.

At the end of a contact that was forwarded to external.

Contact Terminated

Indicates if the contact was terminated by system failure or disconnection from Talkdesk.

At the end of a contact that was terminated.

Talkdesk ID

Unique identifier of a Talkdesk Activity of any type (interaction or contact).

At the end of a contact.

Account/Case/Contact/Lead/ Opportunity/Related To

The Salesforce record to which this contact Talkdesk activity was related to.

When the contact is related to a record.

 

While there are two types of Talkdesk Activities, both are part of the same Salesforce object. The relationship between a Contact activity, and its parent Interaction activity, will be represented by a Lookup field named Related Talkdesk Activity present on all Contact level Talkdesk activities. 

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In the Talkdesk Activities at the Interaction level, in the tab Related, it will be possible to see all Talkdesk Activities from the Contact level that are part of the same interaction.

 

Viewing Talkdesk activity with New Data Model information

Once the new data model is enabled, please make sure to assign the new Talkdesk activity layout that has the new data model information.

To do so, please follow these steps:

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  1. Go to Setup [1] in Salesforce and choose Object Manager. 

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  1. Search for Talkdesk Activities [2].

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  1. On the left side, open Page Layouts [3] and click on Page Layout Assignment [4].

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  1. On “Edit Assignments” select the one called Talkdesk Activity Layout - New Data Model and assign it to the relevant profiles.
  2. After saving, return to the Talkdesk activity record page. You should see the new layout with two sections, the first with interaction level data and the second with contact level data.
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