Talkdesk Admin is where Administrators can configure account-wide settings. In this application, you can manage permissions, control product-specific features, and define preferences for your account.
Talkdesk Admin is available as an application in Workspace with the same capabilities as in Talkdesk Classic, except for Studio and Integrations, which can be found on Workspace as freestanding apps. For more information on these apps, please refer to the Talkdesk Studio and the Talkdesk Builder articles.
Note: Depending on your account’s setup, some tabs may not be available, or you may see additional tabs not listed below.
Within Talkdesk Admin, you will find distinct tabs that allow you to perform specific actions.
[Account]
- Customization: Set up the basic configurations of the account’s Workspace (“Language”, “Keep on top” and "Bring to front").
- Preferences: Configure your account’s timezone, and metrics, among others.
- Security Settings: Configure how the user session behaves for improved security reasons (e.g., force the user to log out when inactive), login settings, password policies, and support access.
- Holiday Hours: Set up your business’ inoperable time (only applicable to Classic Routing).
- Security Settings: Choose an SSO provider for login, toggle account login, set password complexity requirements, mandate agents to use two-factor authentication (2FA), and grant support team access for configuration and troubleshooting.
- Emergency Calls: Configure the account’s emergency information.
[People]
- Users: Add and manage users (replaces the “Agents” tab in 2024).
- Teams: Create groups of agents by skills, departments, languages, or others.
- Roles and Permissions: Define and manage user roles.
[Service Settings]
- Numbers: Purchase and manage phone numbers.
- Channels: Configure voice and digital channel settings.
- Email: Available for accounts that have the email channel enabled.
- Dispositions: Defining the outcome of a call.
- Callbacks: Available for accounts in the Scheduled Callback EA program that have the application “Callback Scheduler Configurations” installed.
- Storage and Retention: Call, voicemail, and screen recording retention policies.
- AI Launchpad: Configure and manage the core capabilities of your Talkdesk AI-powered products.
- Verint Connector: Available for accounts with the Talkdesk Verint WFM Connector enabled.
- MS Teams Connector: Available for accounts with the Talkdesk Microsoft Teams Connector enabled.
[Routing]
- Attributes: Assign characteristics or skills to specific users.
- Queues: Streamlined access to manage, create, and assign agent queues.
- Continuity Settings: Configure the behavior of calls during a service disruption period.
[Industries]
- Industries Physicians List: Available for accounts that have Healthcare Experience Cloud enabled.
- Locations Directory: Available for accounts that have Industries Experience Cloud enabled.
- Automated Notifications: Available for accounts that have Industries Experience Cloud enabled.
[Billing]
- Overview: Manage your billing, and get real-time balance and payment history.
- Subscription: View information on subscriptions, licenses, and add-ons.
- Usage: Track and manage the available credits in your account's products and services.
- Invoices: View and download your account’s invoices.
For more information about the available features, explore our Knowledge Base.